The Point Pancake House — Restaurant in Gurnee

Normally a good experience, but today must have been overwhelmingly busy. I usually tip +20%, but I simply couldn't justify it this time. The server took our drink order and I mentioned that we also wanted to order the German pancake (since it takes 30 min to prepare). Drinks are brought out and our orders are placed. The server asks if we still want the German pancake because it could take up to 40 minutes ... 'Umm, yes, that's why I ordered it earlier'. Most of the food comes out within a reasonable time, except for my daughter's banana nutella waffles (and obviously the German pancake). I asked my daughter where's her food and she said the server told her it's coming out soon. About 5 minutes pass, still no waffles and I overhear someone in the kitchen saying 'I need a banana nutella waffles and German pancake'. (There are 6 of us and we are seated by the kitchen area.) The server comes by and I ask if they've even started on the waffles, and she tells me yes it's coming out soon. Several minutes pass and I hear someone in the kitchen say 'where's the banana nutella waffles? I need that before the German pancake.' Although my brother, parents and son are enjoying their meals; I did not want to touch my food until my daughter was served as well. The waffles and pancake finally come out at the same time (mind you, it could take up to 40 minutes to make). I'm hungry, but no longer able to fully enjoy my meal, much less the pancake. We're about ready to ask for to-go boxes, and the server comes up and says, 'did you still want this apple juice?' (another item that was ordered but long forgotten). We ask for the boxes, and she says 'do you want your check, too?' Hmmmm ... 😐 🙄 😑. The total bill was $140 (including tax). I pay the exact total through the cellphone app, since I know servers usually prefer cash for tips. Still waiting for the boxes, and I can sense they want to clear our table, but I'm in no rush since I'm still patiently waiting for the boxes and we could all use the time for our food to settle. Our server passes by at least twice tending to her other tables (without boxes in hand). Finally another server asks if we need anything else, and I tell her we're waiting for boxes. Boxes are brought to us and I leave the receipt and $13 cash. The food was great, but does it warrant a 20% tip for that kind...

My problem is not with the food, the service, or the atmosphere. My problem is with management.

About a year and a half ago, I asked if I could get a tablespoon of orange juice added to an order of tomato juice. I was given one glass of each anencharged for both. The restaurant clearly had large containers of both juices they could pour from. The waiter apologized profusely that his manager said he must charge me for the full glass of orange juice.

I complained to the manager who stood by his policy. I boycotted the place for well over a year because of that.

We started going back a couple of weeks ago. We are a group of three, who have never had a problem when one of us got there a few minutes ahead of the others. We all drive 20 to 30 minutes from different directions to meet there a couple of times a month.

Well this morning, the first to arrive was told by the manager that we could not be seated until the others arrived. Now, there were at least a half dozen empty tables, and had any of us come alone, we would have been seated at a table that would have accommodated the three of us.

The manager was told the others were mere minutes out, but he insisted we wait. He was told this was most unusual, and that we might have to consider frequenting another establishment. His response was to ban our group from the restaurant.

We went up the road a couple of miles and breakfasted at the Shant. Whose Sunday Brunch is quite good.

We certainly won't be back to the Point.

One small strike on the food. The syrup the serve is not real maple syrup. If it is, it tastes just like the corn syrup offerings available in grocery stores - very disappointing, since they used to actually provide real maple syrup. (Years ago).

Maybe I'm old school, but whatever happened to the axiom that the customer is always right?

Discounting the manager, the restaurant is actually fairly good. Just don't ask for anything different from the menu. Or question him on any...

This cozy place takes you back in time with all the decor and ambiance.It is located in a convenient location for an easy access,furthermore it has plenty of parking around which makes it really practical.To ensure your satisfaction dishes are made from fresh produce. Moreover I love that The Point provides employment opportunities to young adults, giving them insights of all the aspects of work ethics which is very important. Being a mom of three teenagers who’s first job was as dishwashers,peeling potatoes and doing roll ups in a restaurant, I would highly recommend it to all the parents who want to teach their children responsibility as well as work ethics. My children had no idea how hard they had to work to earn money, however because of that experience they learned to respect many things. Working in a busy breakfast restaurant myself I understand the reasoning behind servers dropping off check on a table right after a “check back”. All of the breakfast places have similar required training.Servers are just making it convenient for visiting patrons to have a check ready whenever they decide to pay their bill. Employees still have to make sure that they check on the customers who have their check,just in a case they might need any “to go” boxes or cup for a coffee they wish to take with them. With extremely high turnover on weekends customers expect to have quickest quality meal especially in any breakfast place,therefore the employees are trained accordingly to ensure that is provided to the highest level possible. The Point is definitely a good spot for family gatherings,as well as a quick meal! It’s great to have restaurant such as this one in that...