IHOP — Restaurant in Plano

I guess I should start with the positive, this restaurant is only functional in the morning. Red gives FANTASTIC service. We were highly impressed by his attentiveness attention to detail and cheerful attitude. Be sure to ask to sit in his section you wont regret it.

Now for the reality of this place. We made the mistake of getting dinner here....we had the UNFORTUNATE disappointment of being mistreated by a fellow named Michael. I have worked almost every job in the restaurant industry from prep/line cook server host and management.... i know how things SHOULD run and when its the kitchens fault or just a $hyt server....this guy missed every point of service all the way down to yelling across the dining room about not wanting to serve tables INFRONT of said tables. our meal consisted of never being offered anything to drink aside from waters, over an hour of waiting on service in EVERY step...5 mins to be sat....10 min for some waters...15 min to take our orders....30 minutes since we walked in before our order is taken?? what??? burnt nasty food that was rang in incorrectly i guess he just assumed we wanted something different then what was on the menu? thanks? couldn't find the sauces? annoyed to refill a water? really the cherry on top is that he forgot to ring in my 5 year old's food so she got to sit and watch us let our food get cold for 15 minutes, thankfully i had a snack for her in my bag but that's UNEXCEPTABLE to have to do at a restaurant. oh and they also don't honor the "kids eat free" that is CLEARLY stated on their menu even when she has to sit there for 15 minutes holding back tears because she feels like she was forgotten (she was). sorry but when you mess with my kid like that and show 0 sings of giving a $hyt to even apologize you bring out momma bear. and yes i spoke to the equally as useless manager, I was more then happy to break it down to them both each step that they dropped the ball for acceptable service on. Useless female brunet 12 year old looking manager didn't offer any kind of apology she did offer a discount but you really think after being there almost 2 hours we wanted to wait another 30 minutes for Michael to run the card again? nahhhh already had enough despicable service. FIRE Michael I guarantee every guest in that place that night will never return because of him demote said manager to host, she might be able to hand out menus...maybe?

Your night staff is running wild clearly on drugs and lacking any form of basic people skills. Five stars for Red tho, give him her manager spot and u might actually have a functional restaurant...

Worst ordering experience I've had. Because of their error I lost money, time, and wasn't treated nicely when trying to resolve it. I'll go into detail just so it's clear. Because of how it was handled they've lost a customer who used to regularly dine in.

I ordered through their website and it arrived quick but with half the food, which had the most expensive parts, missing. About 50$ of food. When I called to try to fix it, I almost wonder if there was something intentional about it the whole thing. The person who answered just immediately asked me to wait a second, which I did. It became 15 minutes and I finally drove there myself, since there was no other way to contact them. That was the 2nd time I called with the 1st time being unanswered, so I wasn't feeling like going through it again would be any different. When I came in, I talked to the person who answered the phone who was actually free, yet the phone call was still being ignored (I kept my cell phone call going as I came). I really cannot imagine what purpose putting a customer on hold like that serves or why someone would have a customer wait like that.

When I went in they went to check it, as I waited another person asked me how everything was and I mentioned this and she seemed genuinely upset and went back to the kitchen where the other person went. Want to mention this to not blame everyone at the restaurant. I've experienced a lot of good treatment there when dining in, though it looks like the staff was totally different from the last time I went.

Anyway, the person who had me wait on the phone came back next and said the doordash guy forgot one of the bags. Maybe that was true, but why do people with forgotten orders need to drive in in person to resolve, and why do they put you on hold when there was an opportunity to talk. If I hadn't driven in, I don't know if I'd ever have gotten it settled.

They offered to remake the food and that was it. I did not want to spend extra time waiting. I only ordered delivery because I had almost no spare time, but then wasted a good deal of extra time as a result. Considering the time they wasted, and the fact I had to pay a surcharge for the delivery (menu is more expensive, plus there's the driver tip) and in the end I had to go in myself because they were ignoring me an absurd amount of time on the phone, that's horrible...

My wife and I came in to avail the last day of the “All You Can Eat” pancakes combo deals today. We placed two orders, one an omelette and one being the full stack pancakes that come as an AYCE order. After receiving our meals, only 10 minutes into eating our food, with the plates still visibly full of pancakes, eggs and hash browns, CLAUDIA (the so-called “waitress”), brings us our check and leaves it on our table. She comes back 10-15 minutes later to ask if we were ready to pay out WITHOUT coming to our table to even ask if we needed a refill of water or anything else, as we were still eating our meals. My wife politely said not yet.

This waitress didn’t bother to come back to our table and had the hostess come to see if we were ready to pay. At this time, I lost my patience and explained to her what’s going on. I asked to speak to the manager.

The managers explanation was even if they give the check early, they don’t mean to “rush us” out of the restaurant. But what about asking us if we needed any refills for our water, or to come check on us at least once after we get our meals and what about asking if we needed more pancakes since I got the AYCE order?!? No explanation and this manager seemed to be making excuses for poor customer service. No refunds or apologies. We paid the full price and left.

The problem is that this is not the first time this place has given us poor customer service, they always seem in a rush to push people out the doors (this was NOT even a busy time) and they don’t seem to want to honor the AYCE pancakes.

I’ll contact the corporate office during business hours. It’s obvious the management/wait staff needs to be trained on customer service because it’s not right for any patron to be treated that way when they’re spending their hard earned money on this establishment. After reading the other reviews, now we know this is a recurrent issue at this...