The Original Pancake House — Restaurant in Alpharetta

I frequent this establishment regularly and have always received top notch customer service... until today. Saturday's and Sunday's you can expect a wait to be seated, which is fine. The parking lot will be full and that's okay as well. I checked in at 11:40am, was given a 20min eta, I then advised the hostess I would wait in my vehicle due to the waiting area being packed. Went back to my vehicle at the very far end and patiently waited for my text update regarding my table. 40mins later the text came and my guest got out to walk in and accept our seating as I advised I would try to locate closer parking as she is disabled and has to walk at a slower pace and originally all the disabled parking was occupied. As she was standing waiting to approach the front desk behind another family checking in, I received a message advising our table was canceled. It was 12:22pm. I got out and walked in just as she was advising that we had been waiting on our table over 40mins. I told both of the young hostesses that it had only been 2mins. Why did we have to wait all over again. To which the young lady advised they texted over 10mins ago. It was now 12.27. I showed her my text and advised her she was inaccurate. The male hostess advised that there was a text prior at 12:16, to which I advised that was still only 4mins, NOT 10, and that my guest had been in line waiting behind the couple they were checking in for 2 of those. They clearly had canceled the wrong reservation and were unwilling to accept fault. To make matters worse, the young male host kept cutting me off saying he was sorry my phone didn't get the text, over and over again as I was speaking, in a mocking, condescending tone. The level of arrogance and complete lack of respect was insane. To the point where I will never patronize this establishment again. I asked for the manager, to which they originally advised they couldn't say when he would be able to come out. I patiently waited and advised the manager, after about 10mins what had occurred. He apologized and advised he would "speak to the male host." Needless to say, they have lost a once loyal customer, I will discourage any corporate companies I am affiliated with to no longer use them for catering. Myself nor any of my family and friends that I have brought to them and praised them will be coming back. If our service isn't appreciated and valued, we will go...

My family and I have been regulars here. Each time, my mom and dad would be on a separate ticket from my husband and I while we all sit at one table. We also had 2 separate Pancake House coupons we would use for ourselves since we're paying separately as couples. One coupon for my mom and dad. One coupon for my husband and I. No problem, we've done it every time.

Halfway through ordering our drinks, the waitress had abruptly said we couldn't use our coupons together. "Well yes, ma'am, we understand we can't use them together. That is why we always use them separate." "That has never been our policy here." "That can't be true because we've always done this." The waitress then went to grab her manager before she even finished taking our order, nor had we even asked her to bring the manager. It was an incredible inconvenience.

15 minutes after (we didn't even receive our drinks yet) the manager arrives to tell us it is limited one coupon per table...theyve never told us that before, in fact, we've used our coupons every time with no issue. Neither do any of the coupons say, "limit one per table" which we had said. He then replied saying we couldn't combine offers...excuse me, but how are we "combining offers" when we are on two separate tickets? That doesn't make sense. Are you saying, in order to honor our coupons, one of us needs to sit at a separate table? That is truly the most ridiculous thing I've ever heard.

We have never had a problem with Pancake House's consistently delicious food and good service so it had really upset us, after eating and spending so much money and time here for so long, that something like this would ever happen.

The coupons do not say "limit one per table" and you absolutely should have the right to use Pancake House coupons separetly with your family as fellow guests. That is why they have them. Pancake House's management is the perfect example of false advertisement. It was just a lie after lie after lie and for what?

Long story short, the manager is ignorant and clearly has a lack of professionalism and knowledge in the restaurant industry. He needs to be further educated in his career in order to run the restaurant more efficiently and also needs to understand the guidelines of actual restaurant policy. False advertising is the wrong direction to go and, as far as educating himself? Good service is a good...

Hello and Good Evening,

I hope this email finds you well.

I am writing today to tell a story of our experience this morning that was extremely unpleasant.

We have dined at your place many times and always have great food and great service, unfortunately this morning the manager Mr. Matthews was extremely unpleasant.

We were a party of 9 with a baby and when my sister arrived at 11AM to let them know of party they said they could not seat us all unless we were all present.

Everyone arrived and unfortunately me my husband and the baby were running late as somehow a mouse seemed to have got in our car and eaten the car seat strap for the baby and was hiding in the vehicle so we had to run and get another car seat, needless to say we were late.

My sister told the hostess she didn’t think we were going to make it and told them to just seat 7 as we were running too late, we did arrive eventually and she told me sister we were now a party of 9 and the hostess said this was fine and would get us a table.

I did not know any of this but just showed up at the table with my husband and sleeping baby and asked if we could maybe add a table on the end.

A manager walks up to the table and I’m not kidding when I say was extremely angry and unprofessional and called us liars. He said we were sneaking and we lied about the party and we are not taking any tables and we lied to get seated and this is our policy.

I was frankly sitting in shock and I could not imagine why a man such as this was ever put in a management position as I am one myself at my current job.

Usually the manager is calm, apologizes profusely and even if our accommodations can’t be met apologizes, none of this was done. This man was angry, he yelled at us and then called us liars.

I did ask our waitress who his manager was as he was frankly the rudest manager I have ever met.

Anyway, I am not too sure who to send this email to, and I am going to send it to a few places till it reaches the owner and he is aware of the way that this manager is treating customers.

I hope you have a good evening and thanks again for all previous good pancake experiences! Merry Christmas!

Sent...