IHOP — Restaurant in Maryland

I honestly would this restaurant a 0 if I am able to. I've visit this location a few times in the past & have had a pleasant experience. Unfortunately, due to the lack of hospitality of the manager, Mr. Juan, I will NEVER be returning to this location.

I placed an order through UberEats earlier this morning. As I was tracking my order, it said my order was ready for pick-up and then that a driver was on his way to get my order. About 5minutes after my last notification of my order being picked-up, I get an alert stating that my order was canceled.

I contacted UberEats immediately. I then called the restaurant to see what had happened. The associate who answered the call was pleasant. He asked me for my name & then verified that my order was ready & at the front waiting to be picked-up. I asked him why I got the "canceled" notification & he stated that they had a glitch in their delivery order system earlier today that may have caused it. I then requested to speak with to see what could be done to correct this.

Mr. Juan was placed on the phone & was extremely rude from the start. It wasn't until the end of the call that I got upset. He stated that my order was not ready & that that was the cause of the cancellation. When I told him that the associate just confirmed that my order was sitting there, he became flustered & kept repeating himself. I calmly told him I understood what he was stating, but it doesn't explain why his associate just told me my order had been sitting there ready to be picked-up, that I wanted to know what my options were to correct this. Rather than helping me find a resolution, Mr. Juan hung-up on me. I called in again & could hear someone answering the call & hanging-up immediately (no greeting). I called in again a 3rd time after being hung-up on by Mr. Juan & the associate answered the call. I was frankly upset at the point & asked to know who the manager's supervisor was. The associate politely asked me to hold. I could hear Mr. Juan yelling at the associate. He then came on the phone & wouldn't provide me with the name of his supervisor. He then gave me a number to his supervisor, which turned out to be a fake number to a resident's home.

I too am a manager & find Mr. Juan's behavior UNEXCEPTABLE! First, as a manager your duty is to maintain a well organized establishment. I too have dealt with customers calling in with issues, who are at time irate, and it has NEVER crossed my mind to hang-up on them. I take the responsibility to explain the situation and help the customer find a resolution. A simply "I'm sorry, but you will have to call UberEats" or "are you able to pick-up your order" would have been perfectly acceptable. Secondly, it is unexceptable to treat your employee in such a degrading manner ... especially not in the presence of a customer.

After today's encounter with Mr. Juan, I do have to state that IHOP needs to do a better job in training the manager's. What ever training done in the past worked & whatever changes you made does not. I will not be returning to this location (Germantown), even though it is of convenience, & I will also be suggesting my family/friends find another location. I cannot recommend anyone to go here, not with the knowledge that they will be treated poorly. I hope corporate will either re-train Mr. Juan or find a manager who is more willing to treat their customers & employees in the manner...

Shadiness at this location.

According to them they've made some changes because the servers weren't making enough money. Now, I sympathize, but you need to address that the right way. Not by being shady with the customers as I'll explain...

First, This location has started adding an 18% gratuity automatically onto your check for parities of 1-4 people. While I don't care about the amount as I usually tip that anyway, its kind of shady to make you have to go to a manager to have it removed if you had bad service. The really shady part is but they don't tell you about ahead of time by printing it on the menu or really mentioning it at all. If you're not someone that reviews your check line by line you'd never know and would leave a SECOND gratuity and get ripped off.

Also, IHOP is was running a Kids-eat-free every day between 4-10pm promotion. This location was running the promotion and had previously told me it was going to be going to the end of September....yet on 9/20 when my check on came it hadn't been applied. They told me it had been changed to just be kids-eat-free on Wednesdays. So I sucked it up and paid it. However, when I went to the restaurant next door the next day, I noticed that in point of fact there was sill a big sign in the window advertising that kids-eat-free every day. There is no date limitation on the sign, and as long as its in the hanging in the window, this location is engaging in false adverting. So I double checked on the IHOP facebook page and they are still advertising this promotion. It seems like the staff at this location were scamming to pad check total and increase the aforementioned automatic gratuity. Whatever the reason, at a minimum it amounts to this location engaging in false advertising.

I hope this nonsense is limited to only this location, but avoid definitely avoid until IHOP roots out the...

I called germantown century blvd & was treated disrespectful. I saw an ad posted for hiring a month ago and decided to apply two weeks ago I called Monday to speak with manger in charge & an a Rude ignorant female that answer the phone , Ask me what I wanted , I told her to speak with manger in charge , she then tells me for what , I told her about hiring , she then speak and tell me There's No hiring available the manager told me , so no , there's no hiring , I told her well can I speak to the manager and hear it myself she reply "No I can't pass you thats personal info I can't pass out , But he said No there's no hiring . I kept insteading to speak with the manager and she Got so rude and said No He said it to me days ago and I know he won't hire you " , I got so upset and told her I would contact cooperate and report this problem she said lastly GO ahead Do what ever you want , I'm not sacred . 1 if this is how IHOP work environment is then I don't want to work here thats embarrassing to know that I apply to a food industry knowing thats I have 7 years experience & 5 years experience in management and to find out that an employee is out there in The industry that you managing With that kind of work ethic is an embarrassment for IHOP please, I Advise you take this matter in your hands If you want IHop to have an opportunity to impact customer , so customer can feel that awesome welcoming and friendly staff, once again thats a shame to have an employee who works like that in she would receive...