Applebee's Grill + Bar — Restaurant in Biloxi

My family and I have been coming to this location for a few years now since moving down here and have always had a great experience, from our servers and wait time, to our food. That changed tonight.

Our server, Courtney, was fantastic, first and foremost. And she was empathetic with regards to the situation that just took place.

It was myself, my husband, my mother-in-law and my 3-year old son. We arrived around 4:45pm, were seated right away (we seemed to have barely beat the dinner rush), and were greeted within minutes. Things started to go downhill soon after.

Our drinks didn't arrive until around 5:20pm. I had ordered the special trio deal with a salad, appetizer and entree, and I didn't receive the salad and appetizer until around 5:30pm. Around 5:35pm we finally received our meals. I had ordered the 6oz top sirloin, which came with two sides (I got fries and garlic green beans). The sirloin was ordered medium well, but arrived entirely too well done; it was charred around the outer edges and completely dry. The fries were ALMOST completely cooked through. Most were, but a couple bites I had were just barely undercooked. I was more upset by the sirloin.

I lost my appetite at this point, so I asked our server to please just take my plate away (I had one bite of the sirloin and two bites of the fries). When she brought our check, I noticed my meal was discounted $8.00 (on $16.99). While I was appreciative, what didn't make any sense to me from a value standpoint was how a small Caesar salad and 5 boneless wings cost $8.99 ($16.99-$8.00) while the ENTREE, which was a sirloin and two sides, only cost $8.00. I asked Jeremy, the manager on duty, to please do a little better with the $8.00 discount, as it didn't make sense that the smallest parts of my meal would cost more than the more expensive and larger part of my meal. He explained to me the breakdown, which I fully understand, I've worked in the service industry before, I'm not stupid. What bothered me was that he became argumentative about it, and said that I was "doing all of THIS (throws his hands up a little) for more of a discount." I didn't appreciate the insinuation that I was causing a scene when I was calmly speaking to him the entire time, no yelling, no cursing, nothing. He asked me how much I felt was fair for that meal. I told him I was willing to pay $6.99 for the salad and 5-piece boneless wings. Once again, he went on about how I was "doing all of THIS for $2." He argued he couldn't do more than the $8.00. I stated I was not willing to pay $8.99 for the two smallest and cheapest parts of my meal. He then threatened to call the police because, in his words, I said I wasn't paying my tab. I said, "sir, I never said I wasn't paying my tab, I said I wasn't willing to pay $8.99 for my part of the meal." He argued that was not what I said, and then threatened to call my "reporting sergeant" and report my behaviors to him. He made the very poor assumption that my military ID was an indication that I was the military service member. My husband is the retired Army Veteran in this household, not me. Regardless, I didn't appreciate being threatened, again. He then told me to "just pay your tab and leave." I never threatened to walk out, neither did I threaten to not pay our tab. All I was asking for was a little better customer service, which in this scenario is represented by that $2.00 additional discount.

Another manager, I didn't get her name, was kind enough to adjust our ticket by the $2.00 amount I was asking for. I paid, left our server a nice tip for the trouble and the great service, and I went on my way.

I did contact Applebee's corporate office and was met with exceedingly outstanding customer service. She submitted my complaint immediately, and I just got off the phone with the Regional Director about this incident. I appreciate those individuals who were so patient to hear me out and were willing to extend some assistance in the matter. Jeremy, on the other hand, is on the path of losing customers, and fast with this...

After we were seated, at approx 1010p, no one stopped to check on us, about 15min go by and we stop the hostess who seated us and told her that no one has been by. She apologized and took not only our drink order but our food order as well. The waitress finally came by and rudely stated that it was busy but she would be taking care of us, which was accompanied by wide eyes and eye brows raised. So then, there was a group that was just seated behind us, they placed their drink and appetizer order and literally was delivered one of the appetizers, they didn't even have the drinks yet. Yep, it was ours. So, now 40 minutes into it, our food comes out by someone different and we tell her that we haven't gotten our app yet, she asks if we still want our food. Really!! So we Emma, the hostess and we tell her, she goes and gets it. Waiting on that, our waitress makes a visit, hadn't seen her in a bit, we tell her and tries to act like she cares. She leaves... Emma returns with app, apologetic and very sincere. She even gets us refills. Our hostess was our waitress, the supposed waitress never came to our table until she found out we had said something, was rude, never offered a refill but she did bring us napkins. At the end, Emma went and got our ticket so we could pay, Inbetween that the "waitress" did come over, and nicely this time to apologize, I can only assume she was nice this time to get a tip. Not this time, she failed. Communication is everything. All she had to do is acknowledge we were there, we could see it was busy. So we tipped out Emma. Emma was upbeat, friendly and nice, even nice on someone else's behalf. A true example of what an employee should be. Great job Emma, you have a great personality and an exceptional work ethic. Applebee's should be honored to have you...

If I could give them a 0 I would. Now I wasn’t expecting anything amazing cause it is Applebees, but it was just horrible tonight. First we waited at the door for a good 10 minutes to be sat even though there was 3 servers, a bartender, and manager on the floor and only 3 tables filled. Second, we ordered 2 grilled chickens. They were extremely plain, but nothing some sauce couldn’t fix. But before I could even take a bite, I found a hair in my food. I had to ask another server to find ours because she was eating and talking on her phone. The manager brought me another plate, and my mashed potatoes looked like instant potatoes that weren’t even completely mixed up and FREEZING COLD. Like they took them right from the freezer. At this point our server never refilled drinks, never apologized, nothing. Once I told the manager she did comp my meal but told me I could take the mashed potatoes home “and stick them in the microwave”…. Overall it was very disappointing. Like I said we didn’t expect amazing. But you’d think as a manager you would make sure my second plate was perfect before you brought it to my table. Our server came at the end once i told the manager I wasn’t satisfied with her service. I’m a server myself and I work in a very fast paced establishment and I know it’s a demanding job, but with how slow they were there was no excuse. They also started flipping chairs up next to us an HOUR...