IHOP — Restaurant in New York

Probably one of the worst experiences. In the beginning as we were waiting to get seated, we over heard the staff discussing that a whole family walked out. We assumed it was an isolated incident. But the fact that it was being discussed in front of other customers, already looked bad. We were seated, our waitress came over a few minutes later. We were ready to order. We already knew what we wanted. About 10min in, our grits came. We thought that the rest of the food was about to follow. 20min pass, our food begins to come in parts. You know when something was sitting so long that it needed to be microwaved. And you know it was microwaved because the plate is hotter than the food. Other customers that came after us were already waiting for their check. 3 times the waitress said the chicken and waffles were coming. We waited so long that the grits were cold. We asked to heat it up. 10min later they brought over grit soup. Yet still no chicken and waffles. I asked for avocado on the side. It tasted more like a potato. After the the grit soup came, I had enough. I asked for the manager. Another waitress came over telling us that the manager is a busy but she would like to help. We explained how things were going. Still waiting for the chicken and waffles. At that point that manager Kimberly showed up. She asked how can I help you? We start off stating that it wasn't the servers fault but the quality of the food and the wait on the food was horrible. First thing out of her (manager) mouth was " oh it definitely was the servers fault. I promise you." I said that wasn't her that made the grits, microwaved my bacon, or is still making the chicken and waffles. Nor did she cut the avocado which no one noticed as they cut it , was a potato. She then says that " it's the servers job to decide if the quality if the food is good enough to serve". I never saw anyone throw someone so far under the bus. Managers are supposed to eat the complaints then deal with the server. Not blame it solely on the server. Oh guess what....still no chicken and waffles. The manager then says well we can make you a whole new meal...first I'm not hungry anymore, second no. An hour and a half later, I'm done. She says if you come back please ask for me. I said no, I wont because we won't be back. I got up and at this point we ate a late lunch...

We have gone here several times, but this was one of the worst experiences we had. There were not a lot of customers when we arrived. We were seated within a few minutes. The booth needs to be fixed. The leather seat on one side is all torn up, and they just put some tape on it. It looks awful and isn't very comfortable to sit on either.

The service was horrible. I do have to say, our server was very sweet, but we were left to fend for ourselves. No one came to take our drink order for a while, finally the young man who sat us asked for our drink order. Then, minutes later, our server comes to ask for our drink orders again. We received our drink within 5 minutes. The server came back to take our food order. For 50 minutes from the time our order was taken, we did not receive our food. Our server did come at one point to let us know she was checking on our order, but there no follow-up as to what was going on.

After 50+ minutes, a woman who looked like she was possibly the manager comes with some of our food. She was so rude that I honestly just wanted to get up and leave. She handed us our food like we annoyed her. She didn't care who ordered what and just handed us random orders. No smile, no apology, nothing. Our server did arrive with the rest of the food. It was not worth all the wait. The food was, ehh. We ordered pancakes, eggs, hash browns, ham, bacon, and fruit. The fruit bowl was 90% bananas and like 2 grapes, 2 pieces of melon, and it was disgusting. The pancakes were cold, as well as the rest of the food.

No one came to apologize for the ridiculous wait or even asked if we wanted anything else.

We waited 20 minutes for someone to give us the check. I walked up to the desk and asked for the check. I took my children to the car while my husband waited.

We were not a large group. We were a family of 5. There were not that many people, but it did look like they only had 2 servers and were severely understaffed, which we understand. At least be honest about it and let the customers know. I wouldn't have minded the wait if we knew what was going on.

Even after all of that, we still tipped but we will not...

The breakfast and brunch items in the menu are plenty but the most important part would be, taste, quantity, price and presentation. This place is winner in all those points. Do the place is wonderful? No. The people which I usually see a skinny blondie lady and one more in which are the nastiest people I've seen on this industry. So when the staff doesn't seemed like they are as good as they could be, it's the couple of people managing this restaurant that have personal chips on their shoulders they bring it to work and it that makes then feel better. Meanwhile it depressed everyone else. I used to travel a lot and this chain of restaurants was always my choice if I was into that particular food at the time. Here in Staten Island I see a good menu and good food and not cheap either, But we know we pay for good food and service. In this place there should be A 20% disc to customers for just coming in. I don't think it will stay like that for ever because it used to be better 2 years ago. I don't mean to blame this type of service on management alone. It is the owners, the franchise who seems to only care about the books realizing that even when the books are in the green, those things can change. What doesn't change is the good will on the people that stop by to spend their money with you if you gave them a good experience. Is that so hard to give a guest for 20-40 minutes a good experience. I understand there are people you can't make happy no matter what but we know these crazies are a minority. Good wishes and chance for this restaurant and no I'm not available to...