Baker Hill Pancake House — Restaurant in Elgin

Baker Hill restaurant in Elgin has gone down hill and is not what it used to be. We have been going there every Sunday for breakfast for over 2 years and the food has remained consistently good. It’s the service however that’s the huge variable. Lately it seems the service is just not up to par. We’re used to being greeted and having our server stop by the table to check if we need anything, and of course the service staff always making sure our coffee cups were filled. That didn’t happen on our last 3 consecutive visits. Our last 3 visits were completely lacking the attention needed to retain the customer, and more importantly, when mentioned to the the woman who was our cashier(I’m thinking she is one of the owners), she didn’t address the issue, as if my concern was a non-issue. I guess the corporate mentality has finally invaded the local family owned restaurant. I’ve worked as a nurse for the past 35 years and I’ve watched as CUSTOMER SERVICE and CUSTOMER CARE slowly descended into the toilet. It’s really sad that today it seems that everyone from line care workers to servers to patients and customers and even their families are all saying the same thing- “Management/Ownership simply doesn’t care”. All of us work hard for a living and value where we spend our money and how we’re treated. At the very least, Management should acknowledge the issue and apologize for the poor service, even if they subconsciously plan to do nothing about the problem. Putting profits over people is a recipe for failure. It makes the bottom line look good but eventually alienates your customer base. If you don’t take care of your customers, someone else will. And considering the demographic of your customer base, you must do a better job in the way you treat them. Sorry to say we won’t be going back, but I really think they should takes customer concerns seriously and address...

My experience in this place was great until today 3/13/21. I decided to treat my family (total of 5 people) to a nice breakfast and this was the location I picked. When we got there the restaurant was packed which is usual for weekends, and we had no issue waiting about 15 mins for a table. After they sat us down the waitress explained they were swamped and to expect a while before the cooks could get to our order which we were fine with. We waited about 35 minutes before I got upset because a table of white folks (party of 4) who came in after us, got their food first. I complained and the manager was called and when she came to our table she explained the time in which our food was ordered, didn't have to do anything with them being served first, she explained about how certain things take longer to cook. I understand all of that but how can you explain after I got the manager's attention my food was on my table 5 minutes later. I felt the waitress made us wait because us latinos never ever complain about anything we always say ok to everything. Just for the record I have worked as a server before and in customer service as well. I was not looking for a freebie I just wanted to enjoy a nice breakfast with my family but thought it was really unfair how we were treated. Needless to say I did not tip...

I make sure to visit at least three times a month. When it comes to delicious, hearty breakfast's no one can beat these guys!

I had the breakfast special this morning (served until 11am) of Chicken fried steak and eggs with country gravy, hash browns and toast. The chicken fried steak was done to perfection! Their country gravy is superb! Hash browns, though lacking a bit of crunchy texture I like so much were a little soft but still very tasty. And the two eggs (over easy), done just like mom used to make and for a little surprise i actually got four! It was as if cook had read my mind and knew that those extra eggs were NOT going to be wasted! Toast was perfect as toast gets.

Service was and is always great here. The women that serve us cater to our whims and I found my cup of iced tea never ran dry! (A definite plus when it comes to tipping$) Super friendly staff and an attentiveness to you are huge reasons on why I keep coming back year after year.

They are and get busy! Especially on Sunday! Oh and they have a Friday all you can eat fried perch fish fry! Fantastic! Aces...