Applebee's Grill + Bar — Restaurant in Phoenix

UPDATE 08/22/2023 11:08AM: CAROLYN (GM) has gone above and beyond to fix the mistake of her employees as well as corporate. She replied to my response ASAP within 5 minutes to be exact and she had no problem calling me to resolve. Accounts Payable processed the refund to the incorrect card despite my three (3) email communications to provide them with the updated information and she QUICKLY apologized. She spoke to HER managers. CAROLYN (GM) big thanks for everything and I think she deserves more credit. If a bad complaint did not fall on her I would take it all the way -- you can tell she cares about her establishment.

If I could give ZERO stars -- I would. I had an issue JUNE 26, 2023 and SHAUNETTE (manager) promised me a partial refund as that was all I was requesting. I waited a full ten (10) business days and nothing. Turns out STEVEN (MIT) confirmed she did not process the refund correct so I will be getting a full refund of $47.81. I waited almost four (3) weeks just to allow time and I spoke with SHAUNETTE again who stated the MIT did not process the refund correct. DOES ANYONE KNOW HOW TO DO THEIR JOB?

It has been TWO (2) MONTHS (not weeks or days.... MONTHS) and I STILL have not received my refund and communication has ceased. The location sent an email to Accounts Payable who said they did not receive the document but once it was forwarded over did not answer. The Guest Relations stated that the issue would be resolved within 4 business days and it has been over that timeframe as that was on 08/11/2023. I sent an email to Accounts Payable as well as the franchise advising this needed to be resolved no later than end of business yesterday. I have now contacted the Attorney General's office as well as the BBB and NBC News. I have provided all screenshots, phone logs and photographs of the horrendous food. I have even submitted video footage of the day we came to pick up a $25 gift card from SHAUNETTE that we had to send our food back THREE (3) times just because the tenders were overcooked at first then they were raw in the middle and then they brought them out warmed up and I had to hold them at the table so they can make a NEW batch and stop trying to give me old food.

This is a disgrace and I have lived in South Phoenix for over ten (10) years and have gone to this establishment plenty of times. This has started to go downhill about six (6) months ago.

At this point I am not concerned about my funds but I am going to continue to follow up until this is taken as high as possible as I work in the customer service industry and this is NOT ok. It should not take MONTHS to complete a single action. I went back up to the restaurant a total of three times for resolution even asked them to give me cash as I can show them my bank records. NOTHING. This is how huge corporations...

I went to Applebee's last evening with my Sister, and received the worst service ever. It was so bad that I wrote a note on the back of the restaurant's copy (more to this below), that end up having 8 bullet points. I was mad and disappointed with the service and food. I may have forgotten some of the issues, but remembered enough to support my review. Our server was training a new server, which made it worst beause if this was his training, he's not going to going to make a lot of tips, but in his defense, he was trying to remember a lot. I ordered my burger without tomatos. It had tomatos. When I put them on the saucer, neither the new server or the trainer acknowledged that I had taken them off my burger. We had to ask for utensils before our food was served. We had to ask for small plates to eat the appetizer. The receipt said water with lemon. We never received the lemons. No one ever asked if I wanted a refill on my soda. We both had fries with our meal which were cold and tasted old. My sister asked for fresh fries, but before I could say anything, the trainer said she would get new fries, but there was no sense of urgency. Took at least 10 mins, and when she was headed to our table, she was on her cell phone, then stopped by the server station before bringing the fries. She never asked if I needed fresh fries. My sister asked for BBQ sauce for her chicken, when meal arrived, she received the wrong sauce. Asked for BBQ sauce and more ketchup. They finally brought the BBQ sauce, but we're still waiting for the ketchup. 8.. My sister paid for the meal with a credit card. When the trainee brought the receipt for her to sign, he only brought one copy. When she asked for the second copy, he didn't understand what she was asking and asked if we split the check. No one ever asked if our meals were OK or if we needed anything once the meal was served. We had to ask for everything we needed. The trainer kept using pet names as if she was concerned and attentive, but in the end, she was not and I hope the new server receivess the proper training needed to be successful...

I had THE WORST experience!!! Me and my good girl friend took our kids out for her birthday so we could eat and go enjoy the world of illumination. We arrived at the restaurant around 530 from the time we were seated it was a complete disaster. Our waitress was forgetful and seemed to be in a rush kept passing our table or forgetting items but was pleasant so I tried to over look that. We placed our orders it was a split ticket and the kids food came out but we waited almost 2 hours for the plates for the adults and when the food was brought out it was cold. When asked to speak to the manager Billy comes over defensive and tells me that the kitchen got slammed with to go orders and that basically they came first before the us which was very upsetting and that he would go back and retrieve our food himself. Then comes out and hands me cold ribs and mashed potatoes. And then told me there was nothing he could do and that I would have to wait for them to remake it which by now it was 7 and our reservation was for 730. By now I’m livid. Not only did I have to wait 2 hours to get my plate but I didn’t even get to eat it. My children were starving and ate cold cheese burgers I paid 47$ last night for nothing if you ask me and all Billy said was he comped my meal but he didn’t comp anything I gave the food back. His very words were to call Carol and she’ll help you but there was nothing he could do. Then it took 20 minutes for me to even put because Billy couldn’t figure out how to work the register and our server kept disappearing and they were bickering amongst themselves which was very unprofessional of you ask me. This was a complete nightmare oh and the number he gave me to speak to Carol when I called was the store number and the lady who answered just said Carol wasn’t there and that she couldn’t tell me when she was coming in. Also we were late for our reservation and I had to literally beg the people to let us through. Needless to say I Will never visit this establishment again. And I couldn’t even leave my full comment on the website it only allows...