IHOP — Restaurant in Burlington

I placed an order through the app, and upon receiving it, I was disappointed to find that the berry crepes were not prepared correctly. Instead of receiving four crepes, I received two that were uncooked, crumbled, and oily. They looked very disgusting. My husband spoke with the staff (Makayla), who attributed the mistake to the kitchen staff being new. However, when Makayla took the container back to the kitchen, she simply added the two missing crepes, which were also in poor condition. Due to that I just got out of surgery from my knee, I was not feeling well, I had my husband handle the situation initially, but when my husband went back to the car and we saw what they did, they had me getting out of my truck in the condition I was, to go back in there and I spoke directly to Makayla. I requested a full refund, given the unacceptable state of the crepes. However, Makayla informed me that I needed to initiate the refund through the app, which was incorrect. The IHOP website states that refunds for app or website orders must be processed directly through the restaurant. I had to revisit the restaurant and speak with Makayla again, expressing my disappointment and frustration with the situation. I was told that the manager, Deborah "DJ," was unavailable and that I should leave the receipt, which would be addressed within three days. I am extremely disappointed with the service I received. I would also like to add that we've been here quite a few times and while you wait for a table you just see the staff walking up and down without even telling you "I'll be with you in a minute" they keep walking like you don't exist, I had to tell them myself in a few occasions: "hello we're here". Then, wait an hour to get just our drinks, and another hour our food. Too bad they just lost us and our family as customers because we're planning in not going back ever again. I'm very disappointed.

Look at the images below on how it is supposed to look and how they served it to me. The strawberries and other items they put it separately, but the crepes are the worse. I would rather support family...

Service was odd. Fifteen minutes to be seated, which I wouldn't normally mind, but the restaurant was at 1/3 capacity. The person who seated us said that she had been asked to stand in as the manager, and see said that she did not know how to manage the restaurant.

After being seated the acting manager said that a manager was on her way, but there was only one person who could cook, so our order would take extra time. Fine with me as our visit was as much a break from a long drive as a stop for food. My 20 year old son David and I were on our way back from a long day trip, not just out to eat.

Everything took more time, just as the acting manager had said. 15 minutes or so to be seated. Another wait to bring drinks, then have our order taken. A long wait for the food.

One customer filled his time by covertly taking pictures of a couple by wandering into a seating area adjacent to the area where his subjects were seated. He acted like he was texting as he walked, but kept watching the couple out of the corner of his eye until he was in the right position. He would then slowly turn, trying to make his movements look natural, to position the phone to take the picture. Then he would return to his table where he and a young woman would examine his spy photo(s), and grin. Innocent enough, just weird, and just a taste of the crowd this place attracted.

At some point the real manager comes in, and she had been called in last minute, at least I hope that was the case. Two small children came with her. She toured the restaurant restoring order in a kind way, albeit a little loud and showy.

The food finally arrived. The food was good.

The staff was nice, and did their best given their situation. I didn't ask why there was no manager on duty; I was in no position to solve their issue. I needed a break from the drive, and some food.

As it turned out David and I had plenty of fuel for conversation to last the remaining hour of our trip.

Final note: I gave this place 2 stars. I think most customers would have a hard time viewing our visit...

I love IHOP but unfortunately this location seems to be terribly mismanaged. The wait times are horrendous and the staff is often rude

I ordered a to-go order and upon arrival I walked to the hostess stand. I waited for 30 mins and was never approached or spoken to by the hostess. I could see the hostess and several waitresses socializing near the kitchen. There were other people waiting for pickup orders as well, some of which told me they had been waiting for over an hour. I eventually sat down realizing no one was going to assist me or even ask me what the name of the order is. I waited for a total of an hour before cancelling the order online.

While I was waiting, a couple came in and after waiting at the hostess stand for like 15 mins without being approached, they approached one of the employees and simply asked how long the wait is. The employee was very rude and flippant and told them to be patient.

None of us were ever given any explanation for the long wait times. I can understand if the restaurant was understaffed or something. But what that even the problem? How could we know. Isn't it the job of the hostess to greet customers, provide an estimated wait time, or some explanation? There was no communication whatsoever. The restaurant was not busy, and there were many employees who seemed to not be working. No idea what the specific problem here is but there definitely is something going wrong because this is not the way a restaurant should be operating and...