Applebee's Grill + Bar — Restaurant in Cleburne

This is something that I never do because I also work in customer service and know how detrimental reviews are to a business. However, I am also a manager and if I treated my customer the way my sister and I were treated at this restaurant, I would have been fired n the spot. That being said, I am mother, working full time and raising 3 kids in the midst of a pandemic. Applebee’s is and will always be my sister and I’s favorite restaurant! We do not have one in the city that we live in so we decided to drive an hour to the nearest restaurant. After a long drive and a fun filled day of yard sailing and junk storing, we absolutely could not wait to eat at Applebee’s! The food was delicious and our waiter was precious! Unfortunately, one of the items that we ordered was not delicious, and instead of drinking it we simply asked for something else. We fully intended on paying for it but wanted something else. After tasting the beverage, our waiter said “you’re absolutely right! This is terrible, I’ll bring you something else right away and you will NOT be paying for this!” Awwwwwww that was really nice! My sister and I finished up and received our bill. We noticed that we had in fact, been charged for the beverage. My sister approached our waiter to pay and simply pointed out that there had been a mistake. At this time, a lady barged into the conversation and said “you will be paying for that because you ordered that!” My sister then replied, “I’m sorry, I wasn’t speaking with you, who even are you?” The lady then raised her voice, mind you a restaurant full of paying patrons, and said “ I DON’T GIVE A F*CK! I am the general manager! This is my store!” My sister and I were so taken aback and frankly embarrassed because this had just happened in front of several other people, that we simply went back to our table and proceeded to wait until the waiter came to our table to take our payment. This incident was so disheartening. Something that we had looked forward to for 2 weeks. Spent $100 there! And we’re treated like complete and utter trash. Now, I understand that the world is a crazy place right now and everyone is struggling and stressed but we are all in this together and we HAVE to be kind to one another...DO BETTER APPLEBEES!...

I have been here before and it was fine. However, NOT THIS TIME!....I downloaded the app and ordered car side to go, 1 entree 1 dessert and a drink. My order was processed and paid for at 730 ish and pick up time would be 750. So far so good...I pull up in spaces assigned for car side to go, the sign directly in front of me reads ( car side to go pick up call # ) so I called, gave them my name and was told " someone would be right out." So I wait....and wait....and wait some more! As I wait I see delivery drivers come and go. I decide to call again this time I was calling from the app (thinking that might make a difference) again I gave them my name and was told my food would be right out. So I wait, If this would have happened any other day I would have went inside long time ago. However the reason I ordered car side to go, was due to me not feeling well. However, I gave up at 845pm and I went inside. Once inside they asked for my name, turned and went to wherever they hold food for pick up.and returned with my order immediately. So I ask why this wasn't brought out to me. She responds with you need to call the number on the sign as you pull up. Oh but I did call the number, I actually called the number twice. Did you talk to somebody when you called? She asked. Yes! I did, both times! Well who did you talk to? I've been here all night and I haven't talked to you! I got my order then stated ... this has probably been sitting under the heat lamp since 7:50pm with it now being 9pm so over an hour. I'm sure my Ice cream is melted and my food will be less than appetizing.Thanks!! as I'm leaving she asked, so I guess you want to talk to the manager... I DECLINED...AT THIS POINT I FELT LIKE I WAS BEATING A DEAD HORSE!! The customer service was either ignoring me or being extremely rude. Very disappointing visit . I was correct about my food and ice cream it was gross and melted. ( Do Better) In situations like these great customer service makes a difference...between giving a bad review, (like this) or choosing NOT to leave a review at all, just letting it go! and giving them another chance to (Do Better) later! Sorry for the long review...thanks...

So, I come here pretty often because it is one of the only places that doesn't have a drive thru that are on my route home. Typically, I enjoy my visits very much (so keep that in mind, this is NOT an attempt to Bash this place OR their food) having said that, tonight I came in at 7:40pm. As soon as I walked in (myself and my 2 children, both under the age of 12y) there were 3 young ladies at the podium and I said "hi, 3 please". 1 of them told me that it'll be a 30-40min wait because they are short staffed right now. I asked if we could wait at a table and she replied "I'll have to ask my manager" i thanked her and then we had a seat on the long sofa at the front to wait. She proceeded to talk with the other 2 girls that were there initially, then made conversation here and there with a few servers. I was patiently waiting but even my daughter (10yr) said " mommy, she isn't even asking her manager" and for her to say something when she's typically very passive, it was blatant. I was here last week and there was 1 server here (didn't catch his name)running each table like a boss in beast mode and I made sure that he knew that i impressed. (I have a long history as a server in the food industry myself). There are clearly available tables and NO ONE appears to be overwhelmed or frantic at all. We are the only ones sitting here waiting and I work my tail off every day (im a carrier with usps), i haven't eaten today, im starving and I chose this place to spend my hard earned dollar at. I. Don't. Appreciate it. As someone who was a server or many years and then a hostess for a few years following, it costs $0 to give someone a smile and be courteous and explain with a bit more humility that the circumstances are as they are at them moment, and add some gratitude in there for the fact that we chose this establishment. I mean, after all, we are patrons and are the reason you get a paycheck.

It only got worse from there FYI. And whoever sent that generic response should find an...