Applebee's Grill + Bar — Restaurant in Albuquerque

Manager doesn’t care about customer service or customer satisfaction.

I like Applebee’s on the whole, but not this location. The Manager we dealt with is not customer oriented at all and couldn’t care less if he keeps or loses a customer. He has no business being a manager in this industry. You have several choices for food service. Choose a different place that actually cares about your patronage and doesn’t take you (and your hard earned money) for granted!

My husband and I visited this location in the late evening of July 3, 2015. The one and only reason we decided to stop there was because the marquis sign stated that appetizers were half price during the time period we would be there. We ordered a few appetizers and a few drinks. The bartender was nice enough, but it wasn’t until the bill came that we discovered that none of our appetizers were discounted. We asked the bartender about it, and she (kind of snidely) stated that only select appetizers are half price, and immediately walked away from us. What? Why doesn’t the sign state that? Why didn’t the bartender respectfully inform us when we ordered, that the items we requested were not included in the special?

I noticed the manager sitting at a table behind us chatting with one of the employees. I walked over to politely tell him that I was disappointed because the only reason we came in was because of the special on the sign, and nobody bothered to tell us until it was too late that what we ordered wasn’t included. He stated that it says “select” appetizers on some other sign somewhere. He also stated (rather flippantly) that they get that complaint a lot that the outside sign doesn’t say “select”? What?! I asked him why, if he’s gotten that complaint a lot, why hasn’t he changed the sign? (Why wouldn’t you fix what is obviously causing issues with your customers (especially since it is such an easy fix)?) I was so incensed by his attitude and what he just said, that I honestly didn’t completely listen to his response, but it was something to the effect of that he doesn’t have enough letters, or there isn’t room on the sign. (The first issue is EASILY fixed, and the second issue is untrue, because there was room on the sign to at least put “SLCT”.) It just went downhill from there, he asked why I didn’t say anything to the bartender, which I already had, but no apology or resolution was obtained, he asked if I had already closed my tab, which I had, what difference does that make, then just continued to be argumentative with me, to which I obliged. I told him that he has lost a customer, and instead of trying to somehow keep me, he just kept up with the attitude (even telling me that, "you aleeady said you weren't coming back" to which I said (kind of telling him his job), "try to MAKE me"). It wasn’t until my husband got irritated enough to say something that the Manager actually got out of his chair and prepared a gift card for $5 (saying that’s all we would have saved anyway……without having a clue what we actually ordered). Nothing about his actions/inactions or attitude was done correctly, and the gift card should have been enough to try to actually save a customer, but HOW HARD WAS THAT TO GIVE OUT A SIMPLE GIFT CARD TO TRY TO RECOVER A DISSATISFIED CUSTOMER????? It really doesn’t cost the business that much (if any) to attempt to keep a customer, whereas losing a customer and getting a bad review could cost your business plenty. It is basic business/customer service 101. This man either needs to be taught the basics of the hospitality industry, or asked to find someplace else to work. This would never, ever be tolerated at the sports bar/restaurant where I am a manager. We actually care about our customers and know that they make...

Edit: The District Manager contacted me and addressed my concerns. In fact she went above and beyond. I have no issues with Applebee's as a whole. The issue/ concerns surround the mgmt of that store location specifically and after our last most recent interaction that had not changed. There were a lot of things wrong with the service, but I truly believe that it starts with the manager of that store - Sean. I'm changing my rating because of how the District Manager reached out and tried to correct the issue, but I'm leaving my initial complaint because I think it's necessary to inform of how unprofessional and how dismissive the store mgmt at this specific location is. I hope it changes for the better, but I more than likely will not be back to this location anytime soon.

My complaint is the manager of this store. My interaction with the manager who's name I was told is Sean. She gave my family of 2 no kind of acknowledgment I provided my concerns and complaints to her only to get a hollow apology, 10% discount, and a shrug out of the door. I felt as though I was fighting to be acknowledged as a customer to start. NO ONE tended to us. NO ONE followed up w/us. I GOT UP FOR ALMOST EVERY TIME I NEEDED SOMETHING. I felt as though as I was a burden, an annoyance, unwanted. When I talked to the manager ( who btw didn't introduce herself to me as the mgr, she just walked up to us and I had to ask her) about my concerns she gave an empty apology and presented me w/ my receipt. saying that she want's to take the payment because she referred to the assigned server as - " he is too busy to do it right now." I gave her my cc and SHE left with it in hand. We were ready to go w/ to go boxes and all of a burger to go and dessert I just needed to sign. WE WAITED AGAIN FOR ANOTHER 10 MINS OR SO W/O ANY FOLLOW UP! I went to the bar to ask for my credit card AND IT WAS NOT THE MGR WHO TOOK MY CARD INITIALLY, THE ASSIGNED SERVER, NOR THE BARTENDERS. BUT AN UNKNOWN PERSON THAT I HAD NOT SEEN TROUGH OUT THE ENTIRE SERVICE WHO PRESENTED ME W/ MY CREDIT CARD!!!! NO! UNACCEPTABLE!! The manager was 2 ft from me when this all happened and did not serve an explanation, but was very involved with a conversation she was having with an older gentleman. Shrugging at my dissatisfaction w/her and her disregard to the overall service when approached. I REMINDED HER THAT IM A PAYING CUSTOMER TOO AND THAT HER NOT INFORMING ME OF WHAT SHE DID AND THE SERVICE THROUGH OUT WAS NOT ALRIGHT. Never in my life have I've ever been devalued in this way. Is the manager being discriminatory toward me for being a single mom simply having family day with my young daughter or is Applebee's discriminating me for the family...

Well, I haven't been to Applebee's in about 20 years, but i decided to give it a try tonight because of the combo special recently advertised. I walked into the restaurant and was not greeted with a smile. I asked the two hostesses, "Why do you look so sad?". They looked at each other, quite confused, which made me chuckle. I sat at the bar and was nicely greeted by the bartender. I ordered a margarita with my dinner. I couldn't help but immediately notice that the atmosphere was dead (maybe 10 people) & three staff members were trying to fight to stay awake while leaning on the bar yawning, drinking to maybe hydrate because the bar area was so darn hot. I couldn't help but laugh and stated that someone needs to turn down the heat a few notches. My drink arrived ( I still don't get ordering a margarita and having to pour it into a martini glass, no matter what bar I sit at, let alone the price of 13 bucks for one. Still messy.) and after a while, so did my plate. I requested my steak for medium well ( I'll let you be the judge of it) but decided to eat it anyway. As I continued to eat dinner, it seemed that there was a party/live action going on in the kitchen, which explains why the staff would disappear to the back to avoid the heat wave to maybe wake up. Once the heat came down, I started to notice people staying in seats and 11 tables full. I intended on staying to have a few drinks, but as I finished my meal and paid the tab, I turned around to make my way towards the ladies' room. At the corner bar table were seven staff members sitting & occupying the corner table. I was quite surprised. Come on, staff! Get it together. Never have I had dinner in a place like this. No wonder Applebee's branches are closing, and those that are open are failing to bring back their customers. Sorry, but I don't believe that I will be returning to...