IHOP — Restaurant in Oakdale

One of the absolute worst customer service experiences I have ever had. I placed an online order for pick up and when I got to the restaurant (approximately 10 minutes after it was supposed to be ready) I waited about 5 minutes before I was even greeted by anyone. She then went to grab the food and it wasn’t even ready so I waited an additional 5 minutes and they then gave me the wrong persons food. When I told them that, they said that I must have ordered from a different restaurant because they didn’t have a ticket for me. When I showed her my order confirmation (I did, in fact, order from the correct restaurant) she wrote it down on the back of an old receipt and said she would get it started. I returned inside 20 minutes later and was given my food. I did not check everything before leaving so that is my fault, but at this point I was fed up and just wanted to go home. When I arrived home and started opening the boxes, I realized that only one of the combos I ordered was correct and that I was missing 6 pancakes and had received additional food that I didn’t want. I called the restaurant and immediately asked to speak to a manager about getting a refund. I explained to the manager what had happened and asked to just be refunded for my order given everything that had happened. She wanted to argue with me and said I should just come back in to pick up the food that I didn’t receive. When I declined and again asked for a refund she continued arguing with me and said she would have to talk to the owner and call me back. It is honestly ridiculous that a manager would sit there and argue with me about what SHE did wrong and then refuse to refund me. I waited over an hour and a half from the time I initially placed the order to actually receive my food and for it to then be incorrect. Shame on her. Terrible customer service and i will absolutely...

Yesterday, July 26th 2023 Me and my friend came in for breakfast. We are servers at Dennys and wanted a break from Dennys food. When we walked in, an older woman sat us at a booth we requested. We ordered our drinks and food and waited about 15 minutes for our drinks and 30 minutes for our food. We ordered a simple meal that consisted of hash browns, bacon, eggs and toast. When my friend got her food, she noticed there was hair in her food. She did not eat or touch anything on the plate. As for me, I had ate the bacon and half the hashbrowns with my coffee. We told the server about the hair, showed her and took a photo. She asked if we wanted new plates and we said no, we would just like to pay for what we ate and go. The server repeatedly told us we needed to pay for everything still even after not eating the food from the hair. She told us about 4 times before we asked for a manager. We went up front to the Register, asked for the manager and the manager told her only charge us for what we ate and the manager asked “why didn’t you guys just get a new plate” why would we continue to eat somewhere when we have hair in our food? We are not comfortable and no longer have an appetite. The manager walked off, and the server continued to charge us for everything EVEN AFTER the manager told her charge us for what we ate. I proceeded to get frustrated and crumble the ticket. (They also barely speak English so it was even more hard) I walked out the door after them repeatedly not understanding. The server started taking pictures and recording while I called the police to handle the situation. When the police got there, we were only charged for what we ate and told to leave a review and call corporate. DO NOT WASTE YOUR TIME...

The service here has progressively gotten worse. The waitress didn’t seem to care about her job and management seemed to support that sentiment. Fast forward to the end of our meal… My wife’s grandmother gave the waitress her card to pay and the waitress came back and said that the payment system was down and said that we had to pay in cash, when we said we didn’t have any cash, the waitress said “well, that’s not my fault”. We then talked to the manager and asked if we could write a check and she said no and that we had to wait until the system came back up. When asked what the anticipated wait time was, she said “I don’t have to deal with this, just leave!”, when in reality as the manager, it was her responsibility to handle the situation and find a resolution that benefited both the company and the customer, which she did neither, instead deciding that letting money walk out the door was the better option.

To the owner, find new management and employees. You’re losing money and loyal patrons money due to incompetent leadership and subpar customer service. The fact that your manager was willing to lose money vs. making an exception by taking a check was surprising. An establishment can’t expect to hold their patrons hostage because of a technical issue, especially when patrons are offering alternative payment methods. To top it off, we watched many other patrons enter the building and get seated without even being informed...