IHOP — Restaurant in Dallas

Ok so let’s start with I placed my order via the IHop app at 8:48am. Pay online since there was no option to pay at the location and it sent confirmation stating the order would be ready by 8:58am. I arrived at around 9:10am and stood in front of the confer for a while before the girl on the other side decided to acknowledge me. I told her I was here to pick up an online order, gave my name, and she went to the back. After about 10 minutes she comes back to the front, no food in hand, and continued cleaning the counter. Since she didn’t say anything to me I assumed my food wasn’t ready yet and she would go back shortly to grab it. 30 minutes go by and she has not gotten my food or given me an update on what’s going on. I go back up to her and ask if it was ready yet to which she said she would check. This time she comes back passed me a huge bag and doesn’t say anything. All i orders was an omelette, hash browns, and sausage!!!!! I tell her it’s the wrong order, she takes the bag, and heads back to the back. She comes back AND ONCE AGAIN SAYS NOTHING AND CONTINUES CLEANING!!!!! At this point I tell her I just want a refund and she immediately asks if I want to speak with her manager. So she goes to grab her manager which didn’t take too long (surprisingly). A lady greets me with a bunch of excuses on how they gave my order to the wrong person but never took responsibility for anything. Basically blamed the app for everything. I myself work a customer service job and completely understand sometimes there really are things you can not control. However, you should always take FULL RESPONSIBILITY for your business regardless of who’s fault it was. Or at the very least provide decent customer service and provide open communication for the customer. Had the girl just tell me the orders got mixed up I would’ve been fine. It’s the fact that she didn’t say anything, continued to work like I wasn’t sitting there for an hour, and then her manager didn’t take ownership for anything that makes this not only the worst IHOP experience I’ve had but THE WORST CUSTOMER SERVICE EXPERIENCE OF...

First off, let me preface by saying that I worked as a server/bartender for over ten years prior to my current job and I am very lenient and understanding of problems that occur with service because of it. This was my second visit to this location and my second time ordering this particular omelet (the spicy poblano.) The first time it was pretty good for a late night meal option, but this time it was so full of fresh jalapeños that it was inedible. I like spice, but they consisted of half the omelet practically.

I let my server know I wasn't going to be able to eat it, and thought it was odd when instead of an apology and an offer to fix things I got, "Uh, let me see if I can do anything .Different cooks are just going to make it different ways and it is called spicy..." I continue to pick jalepenos out and by this point they're covering half the plate. She comes back to tell me that her manager says making me a replacement will hold up the kitchen too much so they can't do anything. She also tries to tell me it's supposed to be that way.

I try to reiterate that I can't eat it and ordered it because it wasn't like that the first time. Again, this is far more fresh jalepenos than I have ever seen in a single dish in all my years in the service industry. I'm not exaggerating. And I had most of them on the plate and easily seen. But all I got at this point was a blank stare and a bill. No manager, no apology. Just the equivalent of, "Sorry bout ya." My husband - - - who is also a long time service industry worker---and I were appalled.

Needless to say with that kind of service, they've lost our business for good. I highly doubt we were...

Do not order your food To-Go! I’ve learned my lesson today for the 3rd time. This is the 3rd time I’ve placed To-Go orders with them and they always get it wrong or forget something. The only reason I keep coming back is because it’s the only place nearby that has my favorite dish: strawberry and banana French toast. The first time I ordered online, I get there 15 mins later and they said they didn’t have an order for me. I showed them my confirmation number and receipt and I had to wait for them to prepare it. I got home and see that they forgot to pack the the whipped cream and strawberry sauce. The 2nd To-Go order, I placed it over the phone. The phone rang for 10 mins before someone picked up. My fiancé gets there 15 mins later and again they have a hard time finding the order, another wait. Today, I placed the order over the phone and I ordered my usual and asked them to make sure they put strawberry sauce and whipped cream in the bag. My fiancé gets there, they have a hard time finding our order... another wait. He gets home and we find that they packed me a cream stuffed French toast instead of strawberry banana French toast. I had to call and my fiancé is there now picking up the hopefully corrected order. They did pack the strawberry sauce but instead of packing whipped cream, they packed me butter. 😑 So done with this IHOP. Hopefully the dining experience is better inside because they need to come up with a better system for keeping up with To-Go online and...