Emily's — Restaurant in Beach Park

Do NOT ask me to go to Emily's Pancake House Beach Park EVER again in life.

This used to be our spot. Like… our spot. But today reminded me that no matter how loyal you are, some businesses just don’t value their customers.

I ordered on DoorDash (because I had a long night)—like I’ve done plenty of times before—and asked for two extra eggs and to adjust the price as it was approved. Mind you, I do this ALL THE TIME!

So, I called and Patty, the manager (who knows exactly who I am), claimed her tablet wouldn’t let her add the eggs… so instead of trying to figure it out or calling, she canceled my entire $25 order over $2 worth of food. That’s not the problem though - I was just hungry lol

But now let’s talk history: I’ve spent hundreds with them WEEKLY over the years as have my entire family. Weekly orders. In-person visits. Even did FREE Photo Booth events just to show love and support (mind you those alone are $250-$300/ hr events done 100% FREE). And you cancel over eggs?! But let’s be real—it wasn’t about the eggs.

It was the way she talked to me.

I even said, “I’ll come up there and bring you the two dollars.” Her response? “Do you know how much eggs are? $6 a dozen.” Then followed it up with: “Call DoorDash.” Then hung up on me. 🤯

I cannot tell you how many times they’ve forgotten items in my order and I let it slide—because I supported the business. Because I believed in community. But today? I realized that same respect hasn’t been mutual.

Y’all want to charge Macy’s prices with Dollar Tree service, and I’m supposed to keep smiling through that?

Nah. I’m good.

Loyalty isn’t one-sided. And customer service should never come with attitude. Ever! I was trying to rectify the situation and I know Sundays are busy but you didn’t just cancel an order. You cancelled a relationship.

Again—it’s not about the eggs. Truly not even about the order at all! It’s about the way you spoke to someone who’s done nothing but support you.

I placed an order, got nothing! I didn’t order the attitude and got it...

Ordered about $45 worth of food for my family and I. Pick it up and of course my meal is made wrong. I asked my skillet have hash browns fried hard as i dont like mushy hash. So i call and ask if i did in fact order it that way, thinking of course maybe i didnt say as such. I did in fact order it the way i wanted said the lady on the phone, who then instructs me to bring the food back so the can remake it. Ok fine ill come back out, i wont eat my food with my family as intended on this Sunday morning, ok. I return the food, watch her bring my bag behind the counter with the food ready for pick up (thought during this PANDEMIC they would be a little better with food saftey but guess not) and i wait. No one acts like this is a problem, no one apologized for me having to come back, no "is there anything else i can do to make this right" none of that. They just hand me another back and say here. I asked if my toast was fresh as i wasnt sure, still not entirely convinced it was, as they said it was. Im about to leave and i ask the lady in the front if there is a manager. She informs me she is the manager. I say to her, when i order this much food i would think they would take the time to get it right and not make me come back out, and if they made a mistake they would go above and beyond to apologize and make it better. She replied "we did, we remade your food" Seriously!!! Thats good service to you? Dont tell me your busy! Your sales volume should never lessen the level of customer service i recieve!! The manager seemed inconvenienced with my issue. Thats crazy! I had to spend twice the gas, twice the time, didn't get to enjoy my meal with my family as they were done before i returned back with my food, all beacuse you didnt follow the directions of my order. A breakfast order which is what the Pancake house is known for!!! Ridiculous! Wont see another dollar from me or my family. Which is truley sad as i have enjoyed eating there for...

Normally, this place has excellent customer service and great tasting food. While the taste of the food is still top tier, my experience today was not.

Upon entering the restaurant, I am usually greeted and asked the same default questions about picking up or dining in. Today, I was ignored and skipped in line.

I slotted in behind an older couple who were paying for their meal. The only ones in line, were them and I. Multiple staff proceeded to approach the counter, apparently enamored with a $50 bill from what I could see. Simultaneously, another customer entered the line behind me. After the interaction between the counter and other staff, a different server approached the customer behind me, and asked the default greeting, completely ignoring me. Keep in mind, I have been standing there for about 2 minutes at that point.

The customer behind me says they are there to do the exact same as I was, pick up an order. They proceed to go ahead of me, also not acknowledging that I was previously standing there. The same server proceeded to go down the list of everyone behind me, as at that point, a swath of customers started to pile in, asking everyone else if they were picking up or dining in.

I finally managed to pay for the order and leave, but the damage is already done. This was a major lapse in service from a place that usually runs a pretty tight ship. Not sure if it was the distraction over a $50 bill or if there are too many people in one area, trying to do the same thing, but as a local customer, it pains me to have this type of experience at Emily's of all places.

Moving onto the food itself. As per usual, the pancakes are fluffy and tasty. No complains there. Would recommend pancakes with any combination of meats though I have yet to try their apple pancakes.

3 out of 5 based on customer...