IHOP — Restaurant in Austin

TLDR: I placed an online order 50 min before I arrived. When I arrive I'm told they would not make the order and told they would give a refund and that I would need to file it with my credit card company. The lady that was "assisting" me was angry, rude, and condescending throughout the whole ordeal.

I originally placed an order online and received the confirmation at 5:31 PM CST 03/17/2023. I pay and start heading over to the location. I arrive at approximately 6:25 PM. As soon as I enter, I get yelled at and told "I'm not taking mobile orders". I'm confused since I just walked in and walked up to the counter. As the lady, M. M., is moving around. I say, I'm not placing an order. I already ordered online via a computer. She then says, yes I'm not doing those. I reply, could you not have called the people placing orders and let them know? She replied, she did not have to do anything but tell people as they came in that she was not going to be making the food (very condescendingly). I ask for her name and her manager's name, which she begrudgingly gives, then gets angry at me for asking and threatens to come to my work place. I ask her how I contact her manager and she says to go on the app. I ordered from the site so no access to the app. She gets more irate, so I head out the door. While in the car, I realized I already paid. I should get a refund since I can't get my food. I walk back in and I ask to get a refund since she can't fill the order. She says she doesn't have any money and will not be giving me my money, that I need to report it on the app. I explain, I did not order through an app. She then tells me to call my credit card company. During the entire ordeal she is very rude and dismissive. She then spills a table of drinks and starts cursing at me. She said it was my fault she spilled the drinks because I am talking to her. She gets more irate and I leave before I have to hear her curse anymore than she already has. It was crazy some of the things I was hearing and how this all played out. If she was not rude and dismissive from the start and instead apologized for being unable and unwilling to fulfill orders it would have gone very differently. But that is not how it went down. I was treated like it was my fault for placing an order and coming into Ihop and that I was further at fault for expecting a refund and not trying to dispute the charge with my credit...

This was an incredibly emotional experience for me and I feel a five star review doesn’t even begin to reflect the sheer quality of this Ihop establishment. I have visited this restaurant for 15 years on every anniversary I return to my hometown of Austin after a long year of traveling across the country to critique IHOPS (I am a professional IHOP reviewer for Food Magazine) and I am almost always brought to tears. My last visit, however, is the one that finally prompted me to write this review. My server, Ariane, told me a harrowing tale of her life struggle through interpretive dance and kata at around 8 pm on the day I visited. As I drank my Signature IHOP French Toast Hot Chocolate, I noticed myself begin to weep at the pure serenity of my environment. The perfect seasoning of my beverage reminded me of my lost childhood. I was reminded of the inner beauty of the self whilst I looked on at my server as she crane kicked my entree in one fluid motion onto the table in a manner I can only truly describe as the inspiration for the concept of “Zen”. I watched, mouth agape and tears rolling down my cheeks in awe of the enlightenment I was experiencing before me as my server’s karate was joined by a one man chorus. I have never heard a voice like the one accompanying this narrative unraveling before me. I believe the man’s name was Roman. Fitting, as his tenor was remniscent of one of the most powerful empires in human history. As I felt the strength of a thousand man army course through my veins, I felt determination to accomplish my goals as I never have before. I paid my bill, and left a generous tip (10%!!!!) and went on to write this review. I leave you, the reader of this review written by a humbled man, with one request. I wish for you to achieve Nirvana with me. Please visit this establishment. I would like company to join me in the ever expanding cosmos and heavens above, forever nourished by the hymns of those who recite heavenly gospel in America’s favorite 24 hour...

This is my experience and my opinion only. In my opinion a manager has the sole responsibility to create an environment that ensures that the experience I had is not repeated. It was a bad experience (again).

I walked in to order to go as I couldn't get the website to function properly.

Waited 18 minutes before anyone even came out to see if anyone was waiting at the front desk (pro tip: customers just want to be acknowledged upon arrival). 3 family's were waiting, 3 family's came and left because no one came out to acknowledge them (lost revenue opportunity). 12 minutes after being asked to wait for a minute while the 3 other guests were seated, no problem so far (yes I timed them as I've had issues here before and wanted to give them another shot). Then came the "oh, you want to order carryout?" Just one minute.... 15 minutes later , yes I'm still waiting. I got to order my 4 simple meals no modifications....25 minutes later I received my order all sealed up ready to go...got home the order was wrong 2 items where NOT what I ordered, 1 sandwich was missing the meat completely... So do I go back and complain and ask for my money back and my 30% tip.... NO most likely not he waitresses fault although she didn't check the kitchens work (big mistake on her part). I'm just going to post an honest review because I'm tired of hearing the excuses about the global p a n d e m i c ... staff shortages, etc.

I just want what I ordered to be correct the first or second time, and for people to take real responsibility for mistakes made. Things happen, there is no need to use OUR situation as a constant excuse. Just apologize and try to do better.

This is the second strike for this independent location and unfortunately my last try here(to many great options in Austin).

No response is necessary I'm a very loyal customer, but 2 strikes is enough.

Bottom line, ❤️ Love the staff but they are not being managed well...