Some were accidentally charged $682 for Red Robin's burger pass: 'We sincerely apologize'
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Red Robin fans jumped at the opportunity to buy a pass granting them bottomless burgers all May, but the promotion encountered some hiccups, including the burger chain's website crashing and some customers being overcharged at checkout.
While some were able to purchase the coveted Bottomless Burger Pass with no issue on April 17, Red Robin told USA TODAY that a select few encountered an error that charged them the whopping total value of the promotion − $682.
"After the $20 pass sold out, the cost of the pass briefly showed as full value ($682) on our gift card partner's website. This error was resolved, and we sincerely apologize for any confusion," a Red Robin spokesperson said in a statement on April 18.
According to Red Robin, the error "impacted a small amount of fans" who were already in the purchase process when the passes sold out. Refunds were processed the same day, the burger chain added.
The Bottomless Burger Pass was advertised as a $20 black and gold card that earned customers the right to a burger and a bottomless side of fries every day of May, which happens to be National Burger Month.
Red Robin's website crashed due to 'influx of traffic'
During the release of the Bottomless Burger Passes, Red Robin's website crashed unexpectedly, making it difficult for customers to take advantage of the promotion.
"We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed," Red Robin said in a statement to USA TODAY on April 17. "We're sorry that this happened to our loyal guests. All passes have been sold. We are still gathering information on total traffic to the site."
Although the passes have sold out, Red Robin said customers can still enter for a chance to win free burgers for a year through its "Red Robin Royalty Sweepstakes." Throughout May, members will be able to win burgers and other prizes by buying both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for the Red Robin Royalty during May will also be entered for an opportunity to win, according to the burger chain.
What's the value of the Bottomless Burger Passes?
If a Bottomless Burger Pass holder takes advantage of the promotion daily, the potential value of the card would be up to $682, according to Red Robin. Customers should keep in mind that substitutions, additions or premium sides may result in an additional charge, the burger chain added.
The passes, which Red Robin announced on April 14, were limited to one card per customer.
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