Applebee's Grill + Bar — Restaurant in Frankfort

We went two weeks ago on a Wednesday night. It took 20 minutes to even receive our drinks, one of which was a water. Then it took another hour and 20 minutes to receive one of our ordered meals. The hamburger was entirely pink and raw. You can’t eat that. We asked to have our second meal in a to-go box since we had already been there for 2 hours at this point. The server brings out the second meal we had ordered a chicken pasta. The box she gave me had pasta shells only in it. No chicken. No sauce. Nothing but plain dry pasta. I asked her to remove it from our bill. She then charged us for the entire order $39.56. I then repeated that this was not what I ordered and since I did not receive any food for 2 hours I wanted it removed. She claimed she voided the payment and we left. Two days later the money still hadn’t been returned so I called to speak with a manager Kaitie. She promised me she would either refund the money back to our card or give us a visa gift card as I told her I did not want an Applebee’s gift card because I would not be returning. She asked for my card number and info and I gave it to her. She told me she would contact me before the end of the day. She did not. I called two days later because the money still had not been returned. She said she would put a visa gift card in our mailbox. She did not. She instead gave us an Applebee’s gift card. I called again to state that this was useless because we would not be returning and I would like our money given back to us. She told me she would have Joe the GM call me. He did not. I called again two days after and spoke with Joe who then wanted to argue with me about the fact that I had hung up on kaitie when I in fact had not. He then argued that I never gave them my card information which I had. That afternoon I gave an employee my card info AGAIN, had to give it to an employee because neither kaitie or Joe was there. I called AGAIN two days after this because we still had not received our money back. Joe informed me he did not know where said employee put our card information. Meaning they LOST IT A 3rd time. He told me he would talk to the employee to see where the information was. It’s been 5 days since I last spoke to them and no one has called me back and the money HAS STILL NOT BEEN REFUNDED. Such a shame that THIS IS THEIR CUSTOMER SERVICE. 2 hours without food. 2 weeks without a refund and the general manager would rather argue than apologize and do his...

Came here with my wife a little after church, and although the food was great, service was lackluster. I'll start with the food, though.

I had a half rack of honey bbq ribs with onion rings and 4 cheese mac n cheese, and my wife had the Lotta Bacon burger with fries. Wife says her burger was amazing and I had a bite to confirm and it was indeed amazing and made me jealous I didn't get it. Her fries were also warm and crispy so no complaints there. My ribs were a little burnt on the top in some spots, but was otherwise very tasty with the meat being almost pull-apart. They gave me a cup of extra bbq sauce which was very much appreciated as the ribs themselves didn't look very sauced. My onion rings and mac n cheese was also good and would reorder this whole order with my wife next time we go.

However, it may not be to the Frankfort location. Service was, as I stated, lackluster. Took a good little while to get seated and when we did, we had to get seated by the general manager. But after we got seated, our waitress came and asked what we wanted to drink and we told her, but she didn't write it down. Didn't think anything of it since it was just drinks, but when she came back to give us our drinks and take our food order, she didn't write it down either. If it's store policy to have the waitresses remember orders, no problem, but would have loved to see her write it down so I have some reassurance that my food would be correct upon arrival. Luckily the food arrived correctly, only missing a ranch cup, but no problem there. The problems with the waitress started with when I finished my drink before she came back with the food, she either didn't notice or chose not to ask about a refill. I didn't bring it up cause she also had other orders and people to see, but the second walk around, she didn't ask or get me a refill then either. It took the general manager to make his rounds to get me my refill. Then, after we got our refills, we ordered a dessert and when we got it, she asked, and I quote, "Ima run to the restroom. Yall need anything before I go?" And she asked all her tables that. You don't tell your tables you're going to the restroom. While they're eating....

I am actually giving Applebee's 3 1/2 Star's. The reason for this is because, my Daughter and I recently went to Applebee's to dine. Since this horrific Virus, Applebee's pared downed their usual Menu. They stopped having their Lunch with their Choices of 2 Soups and 2 Deluxe Salads. And you could have 2 small portions so you could try 2 cups/ types of Soups and 2 small/ different types of Deluxe Salads. It was wonderful!!! At dinner, they offered a much better select of Appetizers and they had a regular Happy Hour. This much trimmed - down Menu just does not do it for me. I LOVE YOUR FRENCH ONION SOUP!!! Your restaurant use to have the BEST!!! The last 3 times I ordered, the soup was not to the top, was not topped full of the cheese like it is suppose to be, nice and broiled, toasty, bubbly, hot! When I pointed this out, the server really didn't know how FRENCH ONION SOUP is suppose to look like! She said she would take it back. I told her if she would just ask for a bit more she to top over the cup and place in the broiler. She took my Daughter's and my soup back. A few minutes later, our soup was returned. The kitchen placed a thin piece of cheese over the top of the cup and into the broiler for a few moments. The server said for some reason, they couldn't get it to melt or brown. I think the broiler wasn't high enough. It may have been someone new in the kitchen. A couple of days later, I ordered the soup to go in the evening hoping for a different experience. DO NOT ORDER THIS SOUP TO GO. THEY CHARGE YOU A HUGE PRICE. I ORDERED AN ENTREE AND ASKED FOR SOUP INSTEAD OF FRIES; THOUGHT I WOULD BE CHARGED $2.99. NO. THEY CHARGED FULL PRICE AND GAVE ME THE FRIES I TOLD THEM I WANTED SUBSTITUTED FOR SOUP. THE FRENCH ONION SOUP WAS IN VERY SMALL CUP, WITH LITTLE ONION BROTH, BREAD, AND LITTLE CHEESE. NOT WORTH THE OVER $5.50!!! ADD ON REALLY APPLEBEE'S!!! IS THIS THE BEST YOU CAN DO RIGHT NOW FOR YOUR GUEST???!!! I WILL BE GOING TO LONGHORN"S FOR FRENCH ONION SOUP, NOW THAT THEY ARE SERVING IT AGAIN, BY POPULAR DEMAND... PLEASE, PLEASE, BRING YOUR...