Perkins American Food Co. — Restaurant in Harborcreek Township

I never do bad reviews because my experience could be a fluke. But I just left the Perkins on Buffalo Rd in Erie, PA. To say that I am disappointed in my interaction with the manager and my experience is an absolute understatement. I’ve worked many years in customer service and I have a pretty big threshold for inadequate service; maybe it’s just a bad day. But I feel as though this needs to be addressed. I had an order for curbside pick up (I did curbside pick up because I spent the day cleaning and was not presentable for the general public. Not that I should feel compelled to explain why I used a service that Perkins offers, but that was why). I get to Perkins and parked right in front of the restaurant (someone was in the curb side spot) and I was told as soon as it was done, they’d bring it out. That was fine with me. I did wait at home before leaving as to alleviate some of the wait time, but I understand it’s not a perfect science and wouldn’t be a big deal if the food wasn’t done right away. After waiting 20 minutes after my initial call almost an hour since the order was placed (still don’t want to dwell on that, waiting for the food isn’t an issue. What if there was a call off?), I called back to see if my food was done. To my surprise the woman who answered said “yes, but we don’t have anyone who can bring it out right now” nor could she tell me when they would bring it out. In the span of time it took her to answer the call and blurt out those words she could have had it to my car!! Now I’m wondering how long I would have stayed waiting if I hadn’t called back?! Why no call to tell me this? WHY OFFER THE SERVICE AND THEN SPEAK TO THE CUSTOMER IN A PISSED OFF MANNER FOR USING SAID SERVICE?! I asked for the manager at this point because I’m livid and the girl I was speaking to was rude. To my shock and dismay, she was the manager! She said she had people in the lobby waiting 30 minutes to be seated (they had just walked in about 3 minutes prior to me making the second call). What that has to do with my already done food, I do not know. I told her she could bring the food out while they were waiting to be seated. She was not interested in hearing my pointers that would make her a better manager. I told her I could stay on the phone with her until she finds someone to bring it out. She then hung up on me. I was about to call back and request a refund when magically, the assistant manager was at my window (he was much nicer and had customer service skills. Probably pissed he had to come outside but he didn’t let me know it). This is the second time I’ve been in this situation with curbside at this location. The first time I brushed it off and ran in (that visit also required two calls to find out my food was done and waiting for who knows how long), but this time, aside from the reason I ordered curbside in the first place, it’s the principle and the managers attitude. I ordered a service that you offer. Take it off the website if it’s this much of an issue. It takes 10 seconds. Do not use curbside. They may make you wait...

The food is generally decent and the staff is pretty attentive, albeit maybe a little slower paced than other franchises, but not so much to cause complaints from my family and I. What I really jumped online to comment on is the atmosphere.... This once "home-like" restaurant has become something entirely different in stride with it's deterioration the last few years. Starting outside, the signage is faded, cracked, and starting to come apart similar to the old striped awnings and less than fresh paint. In the lobby is worn, sun faded, rust-colored tile leading to a host station across from the remains of a long time removed pay phone kiosk and stack of well used high chairs and booster seats. We were greeted by the hostess after she cashed out an elderly couple. She graciously extended one of every color crayon to my 2 year old son and it made his moment just then. We followed the hostess to our table on the sole worn green floral carpet and were quickly sat at one of the many cracked and tattered spring bench booths. I enjoy the mismatched "African animal print library with mirrors" decor on the walls even if it's a bit odd. My wife, son, and I all enjoyed our food as usual while listening to others talk across the restaurant devoid of any atmospheric music (besides the soundtrack of the animated movie "sing" playing at low volume for the kiddo), but with a 2 year old, the quiet was a welcomed change of pace.

All in all, it was a decent short stay and meal at the Perkins assisted senior living center of Harborcreek. We will be back one day soon I'm sure, maybe in time for a...

My boyfriend and I arrived at 3:40 pm. on April 15th. Not busy! We were seated right away! The waitress was very pleasant and nice. We ordered a BBQ burger and asked for a large fry with that. Also ordered was fish and shrimp on a bed of rice with asparagus. At first glance it looked like not enough. The burger we asked for lrg fries. We were told " that is the only order of fries we have." We then ordered another order of fries. I have worked in customer service for over 30 years. There were many complaints I observed during our visit. I had to actually knock on the kitchen door because there were customers waiting to check out and no one to help them for over 5 min. The customer thanked me for my help.

Then a waitress came out and gave me a dirty loom for knocking to get someone at the register. I am thinking girl, if i ever did that at Office Max I would have been raked over the coals. Where I worked for 30 years. I also witnessed a customer at register being overcharged for a build a breakfast option, employee had no idea at register what was going on. Customer was charged for everything separately. She was very angry. She asked to pay for a muffin. REALLY SHE SHOULD HAVE WE GOTTEN THE MUFFIN FOR FREE. THAT WOULD BE GOOD CUSTOMER SERVICE!! SHE PAID FOR HER MUFFIN FOR ALL HER TROUBLE. UNACCEPTABLE!!!!! ALL THE CUSTOMERS AT THAT MAY HAVE BEEN OLDER HOWEVER WE ALL DESERVE RESPECT AND COURTESY. TRAIN YOUR...