IHOP — Restaurant in Florida

The WORST customer service I have ever experienced. I placed an online order for pick up and as soon as I entered the establishment, a young new hire who I applaud, was eager to assist me. I gave him my name an he promptly brought my order up. Suddenly an unidentified woman came towards me at lightning speed to snatch the food from my hands. With no explanation she walked towards the end of the restaurant and waved me down. I asked the gentleman who she was and turns out she was the manager/“owner”. After waiting several minutes I asked him to please go get her for me, instead she refused and sent him to tell me that I have to step out of the establishment and go around to take my order. I told him I would not go around as I requested to speak with her. I continued to wait an eventually a table needed her assistance. She avoided eye contact with me until she couldn’t anymore and later approached me saying that the guy was new and apologized but she wanted to verify “if they put whip cream and my chocolate chips.” But confirmed that the order was prepaid. I thanked her for wanting to confirm I had “whip cream” and yes that the order was paid for as the gentleman had confirm previously. I then explained to her that I found it very unpleasant how she snatched the food away from me with no explanation or direction. I told her I didn’t even know who she was, a woman snatching my food, she was not wearing any uniform or name tag and was wearing open toe sandals. I asked her to please bring me my food and she argumentatively said that there are standard in place and I needed to step out and go around. I told her that am all for protocols but due to the series of event I would really appreciate a better customer service and if she could just bring me my food as im a customer STEPPING PLACE INTO YOUR ESTABLISHMENT. She continued to insult me and insisted for me to step out calling me “TERCA” in Spanish which translates to stubborn but with a much more negative connotation in Latin. I confirmed her refusal and nasty customer service, about to leave she responded that she would have someone bring it out while making all kind of hand gestures. The only thing I ask is that IHOP does a better job appointing leaders who understand the important of professionalism and customer service in the workplace. No one should be treated how she treated me and even...

The manager Mauricio Ortiz had the Worst attitude from a manager I've ever seen! This location has the Worst Rating of All IHOP'S, which is a reflection of the management!!!! On Easter 2016, I asked if I can substitute regular pancakes from Eggs & Pancake Combo with Harvest Pancakes and the waitress said yes. I ordered 4 that way and when I received the bill, they all had an extra charge. I asked the waitress why she didn't inform me about the extra charge, and she said "cuz, it said it on the menu". When I asked her where did it say it on the menu the manager came, who also said he was the owner (Mauricio Ortiz). He came over with a bad attitude and showed me where it said "Includes Pancake Package" No page number, No page that said: Pancake Package. When I told him that this wasn't clear and that I advise as good business practice that he should inform the customer of the extra charge, he became more irate and told me that he had not been telling customers that for 14 yrs and he expects the customer to READ!!! I would've expected a...Sorry, your right, that makes sense, I'll make sure in the future to inform the customer to avoid any misunderstanding etc.... Instead I got the manager being Confrontational! Take your business somewhere else, you deserve to enjoy your meal in a pleasant...

I usually don't respond to these unless it's for great service, but I had horrible service today. I placed an online order for pick up. After arriving, waited about 10 minutes before anyone came out to check if anyone was there. I gave them my name. 15 minutes later the manager comes out to apologize because my order had not been placed??? I called it in. I was polite and said I understood. He comes back out to charge me. I ended up waiting about 30 minutes, not lying. Then in checking my order I'd been given sausage instead of the bacon. I had asked for gravy which wasn't there either aaaand my grits weren't in the order to which I was told they were out of grits. Guess what they had charged me for it. I told the manager and he said it was taken off. It wasn't! Waited about another 10-15 minutes for the gravy. Through it all I kept my cool, but I will NOT be returning anytime soon specially when there are so many other options. Anyone can have a bad day, but this manager, who I'm sure is a nice guy, needs help when dealing with crowds waiting for their food. The line had grown longer and longer and it wasn't...