Briana’s Pancake House Restaurant — Restaurant in Batavia Township

First I would like to say, that we have eaten here several times in the past, and it has always been good. My wife and I chose to eat here this morning, and it was very busy. We waited about 15 minutes, and they sat us. It took about 30 minutes for our server to take our order, and we proceeded to wait another hour for our food. Unfortunately, it never came. Our server walked by us at least 15 times, but never made any eye contact with us, I assume because our food was not yet ready, and she just did not know how to properly handle the situation. When the service is really bad, don't ignore your customer just because you don't want to face them. We did stop her twice for coffee refills, but she barely looked at us. We were very gracious the entire time, but after an hour and 45 minutes, we just decided to pay for our drinks and leave. When we went up to the front desk to pay, we had to await an additional few minutes while the hostess was texting on her phone. I used to be a server, and I understand a Sunday morning slam, but this was really bad. There was no manager that we could see and the staff was just running around unable to keep up. Many customers around us, who were seated right before or after us, were also waiting for their food. I overheard one of them ask her server what the hold up was. The server said they were short cooks and servers. If you don't have the staff, please don't fill your restaurant to capacity. This was really a terrible experience for many...

Having worked in the restaurant industry for over 20 years, 11 of those years as a General Manager, let me tell you how disappointed I was with the way Briana’s team was prepared for Father’s Day. I understand that holidays can be busy and hectic, but not so much so that customer service goes out the window! My family and I called ahead to check the wait time, we were informed there was no wait and immediate seating available with a specific table to fit our party of 6, but when we arrived (5 minutes later) with our party we were informed there would be a 35-40 minute wait. We informed the hostess that we had just called and what we were told, only for her to let us know they don’t answer the phone. She went to find out who answered the phone, and came back to let us know that the woman that answered did in fact give us that response, but there was nothing she could do. I asked to speak with the manager on duty and was informed that he was too busy to come and talk to a guest or handle a concern. My guess is this team needs more training to handle such holidays (except the blonde hostess that did everything she could to assist in this situation) and the manager working that day probably needs to find a different job. Hope for the rest that dined there the food made up for the absolute lack of customer service, but as I read through other reviews I see some never even got their food that day. Good luck and hope you prepare your team for...

Took over 35 minutes to get our food, and the place wasn't even that busy. I could see our order sitting under the heat lamp from where I was sitting, and much of the food sat there for well over 10 minutes.

Meanwhile, I sat with an empty coffee cup for about 20 minutes. They took their sweet time making the toast and putting everything on a tray before finally bringing it out.

When finally bringing the food, I told the waitress it was ridiculous how long the food just sat there, she denied it until I told her I could see it under the heat lamp. The over easy eggs were literally like rubber and everything else on the plate was dried out.

When she finally came back with more coffee, I told her it was terrible and dry. She offered to have them make me another one, and I told her I had to get to work and that I didn't have another 35 minutes to wait for it.

About 3 minutes later a cook comes out with a new plate insisting I swap plates. This time, the cheese wasn't even melted, and it was to the other extreme.

I'm now thinking I wish I had taken photos of both plates like I typically do with my food to post as a Local Guide, but usually I take them of impressive and delicious food. So it didn't even occur to me at the time.

The bathroom was also stinky. I simply will never...