Red Lobster responds to overwhelming crowds at local restaurants on Mother’s Day

Mother’s Day draws big crowds for takeout at local restaurants

ROSS TOWNSHIP, Pa. — Mother’s Day drew big crowds and long lines for takeout at several local restaurants.

We got calls from viewers about packed restaurants all along McKnight Road, including Red Lobster.

The parking lot was full and dozens of people were waiting outside for their orders. Some even had lawn chairs.

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Not long after our crews got there, Ross Township police were called to make sure everyone stayed calm when they closed the restaurant.

Some customers said they had waited nearly three hours and did not get their food.

The manager told police that customers can get a refund if they didn’t get their food.

We reached out to Red Lobster for a statement and this is what they told us:

“During these unprecedented times, we are grateful for our guests who continue to want to celebrate with Red Lobster. It’s always our goal to provide our guests with a great seafood experience, while also maintaining high standards for health and safety, including social distancing. We apologize that some of our guests experienced longer than anticipated wait times and crowds today and in some cases may have chosen not to wait for their orders. To Go orders placed on RedLobster.com that were pre-paid and not fulfilled will be refunded. Guests who placed an order through a third-party and would like to request a refund should reach out to the company through which the order was placed.”

The CEO of Red Lobster, Kim Lopdrup, also gave us a statement on Tuesday:

"Dear Red Lobster Guests,

I apologize that we disappointed many of you this past weekend as you placed orders for Mother’s Day, one of the most important days of the year. We received significantly more online orders than we have ever gotten in a single day, and despite preparing for a spike in demand on Mother’s Day, some of our restaurants were unable to keep up with the volume.

Many of you experienced unacceptable delays and crowds in our parking lots and at the doors of our restaurants when you came to pick up orders, and some of you did not receive your orders. Unfortunately, this ruined many planned celebrations, and I am deeply sorry.

We are working urgently to make sure this never happens again. We are reviewing our online systems to better support demand during peak periods. We will also review and improve our social distancing procedures to better handle situations where we have higher than expected volume.

Many of you have contacted us about your experiences, and our team is working diligently to get back to you. We appreciate your patience.

We do not take lightly the fact that you trusted us with your Mother’s Day celebration and we let many of you down. We will do our very best to regain your trust and hope you allow us to serve you and celebrate with you again in the future."

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