IHOP — Restaurant in Brooklyn

When I walked in an elderly man was smoking in the lobby area and none of the staff told him it was illegal. So my family and I had to walk through a cloud of smoke just to come in. Even another customer said something how they couldnt believe they just allowed someone to smoke inside. Then the hostess sat us down at a booth with my 2 children and husband, But our waitress came over and grabbed the high chair and put it at a table (very rudely) saying that it was a fire hazard to have a high chair at a booth. (Okay understandable but can't we go in a corner out of The way even?) The tables are extremely small so my 1 year old and 4 year old had no room and were grabbing everything, including hot food plates when they came. I noticed a couple with a child sat at a booth with a highchair BLOCKING THE FIRE EXIT DOOR, but no one moved them. I attempted to order soup, she went in the back to ask the soup of the day and came out saying there was no soup to order. If it's on the menu I really think there should be soup then. I asked 2 times for silverware and only got it when my his and took some off a clean set table. I was told that Friday nights are kids eat free and when I got our check the waitress told me they don't do that there. Then she stalked us while we finished our dinner for her check. You could hear her talking very nasty "in the kitchen" which actually is right next to our table. Cussing and everything. Just an awful experience all together. We normally come in the morning for breakfast and have never been there at night. We never will eat here at night again. I tried leaving a review on my survey but of course, they don't have enough room for all of...

Very dissatisfied. Can't believe these reviews are even this good. Im typically NOT picky and as a customer rep I understand when things are not perfect. Yet when a certain food was out, I had asked if I could replace that food with a similiar item. I was abruptly told that something could be worked out. Given this lady could have been understaffed so I understand. But when we get our food... They food came out and the Belgium chocolate pancaked looked underdone and tossed together. A few dolops of chocolate in between and one on top. I proceeded to tell my sister that they prolly gave her less because they were going to give her the same deal as me. Then my waitress comes out, obviously flustered. And I ask her for a recap on our meal options, if my sister was getting the same as me. My waitress began to tell me that I wasn't even getting the deal and she had told me already. I said no you had told me you could work something out. She said I'll get you a coupon. So she comes back and says we took 20% off. Im like oh cool. So before I leave I had decided to politely tell her about the pancakes. She look at me really weird as if to say, "they look fine". Then she "apologizes". I want to show grace because I know I'll need it. Yet there should be a customer service standard. And shame on this restaurant of they are not staffing enough for that...

I ordered online and it said to pick up at 7:22pm. We were 5 minutes late and walked into a crowded front room, an almost empty dining room, 4 cooks in the kitchen and 6 servers at the kitchen window. 10 minutes of them focused at the window, the hostess finally began to address everyone in the front room. When I asked how long my order would be, she said she couldnt give me a time but it would be over an hour wait. 2 and a half hours later, 3 dine in groups (who had entered after us) had dined and left and 4 online orders bigger than mine and placed after mine had gone. We approached her twice during our wait and both times she and the manager seemed confused like they had forgotten our order. During our wait, the manager threatened to fire his staff about 6 times, the hostess told about 20 guests that she had been there since 8am in the morning and just wanted to go home, and the one waitress had walked up to the hostess 4 times to "quietly" gossip about her tables. I understand there was a holiday rush with limited places open, but this was very unprofessional and chaotic and the only reason we waited so long was because we paid by card online and couldn't get back our $25. Also our order wasnt exactly correct (missing several additions...