Waffle House — Restaurant in Prattville

TL;DR - order was not taken properly over the phone, store was not following public distancing guidelines or keeping customers flowing in/out efficiently, received incorrect order and had to drive back and go through same confusion, supervisor seemed indifferent to their failure with my order, didn't even recook sandwiches only added missing parts then didn't even offer me anything to make up for my trouble, not even a sincere apology.

I used to frequently visit one of the two Waffle House locations in town, but as service and food quality continued to deteriorate I very rarely visit either restaurant. The most recent visit I made last weekend was no exception, and was by far the worst experience I've had at one. When I called the restaurant to place my order to pickup, the employee had to ask me to repeat myself 4 times due to another employee talking in her other ear while trying to listen to my order. She didn't verify my order back to me, didn't give me a total or time frame it would be ready, then hung up the phone immediately after saying "Okay, we'll have it ready". I made 10 attempts to call the store getting only a recording telling me to "try again in a few minutes". Inside the store was chaos, with markings all over the floor to keep customers 6 feet apart, but were all throughout the store and didn't make any sense causing the 5 other groups ahead of me to all clearly be confused - and the employees just ignored the visibly frustrated and stymied customers instead of jumping in and asking customers to move into a correct and safely distanced line. After finally getting my order, I quickly checked it to head home as fast as I could to my family, who was waiting for me to bring our dinner. My entire order was incorrect, all issues being relatively small (for example - missing bacon on sandwiches, missing toppings on hash browns, only 2 instead of 3 waffles, missing a biscuit). Once more I attempted calling the location over 10 times without ever getting an answer. I head back up there, just to wait in what was basically a group of customers all trying to be seated or just pay, all visibly confused again, and all were way too close to one another or too close to customers already seated and trying to eat. After finally speaking to a supervisor I had to wait even longer to see, she apologized and corrected my order (even though she only added to both sandwiches what was missing instead of making them both fresh), I wasn't offered a small discount or just a sincere apology - despite it taking nearly 1 1/2 hours and two trips. I usually don't accept any discounts/freebies, but just knowing it was offered shows me the supervisor/manager owns up to their team's mistake or accident. A simple offer can help the store by ending what is mostly a negative customer experience on a more positive note; the goal is (hopefully) that the customer will return one day or not publicize their negative experience and remember it was corrected and the store leader went above and beyond to make it up. I never even received a receipt for my order on it first visit, and was told it was too late to get it on my return visit for the missing items. Obviously, I didn't leave feeling positive in any way about this visit, and don't intend on doing business with either Waffle House in town...

Who doesn't love some Waffle House? This Waffle House was not busy when we went in for take-out. The waitress was very friendly and greeted us immediately. Couldn't ask for a more attentive waitress and frankly very professional. The only other WH employee was a woman cook on the griddle. Bless her heart, she was not having a good night I guess because I felt sorry for her coworker (friendly waitress) because she was pretty gruff with her. She overcooked the dickens out of the scrambled eggs (ordered soft scrambled) and breakfast steaks (ordered medium) on the 2 steak and egg plates. She burned the raisin toast on the patty melt plate. She undercooked all 3 double orders of hash browns. She got the toast on the stk&egg plates just right though, seriously, she did. So, it's a rarity that one gets poor food from Waffle House, but in this instance, the food left a bit to be desired. The Dr. Peppers & coffee were great. And again, while waiting for our food, the consummate professional kindness and attentive nature of the waitress on refills and updates meant the difference between a 4-star versus a 3-star rating; however, since we went for what we thought would be $45 worth of good food, it should probably be the difference between a 3-star versus a 2-star experience. Could have just been the cook's bad night, right?? I'm giving her the...

Been here many times, but today was the worst food and service we've ever had. Yes, it was busy but not so busy we couldn't be seated.

Waited a really long time to take our order, then didn't return with drinks for an exceptionally long time.

The first food out was an omelet that didn't look good at all, super greasy, not fluffy, I swear, looking at it, I wasn't sure it was made of eggs. Just terrible omelet, no other way to say it.

When I ordered my All-Star usual, I asked for my waffle to be made after I finished my eggs. The eggs were cold, extremely greasy, as were the hashbrowns, and the cold waffle came at the same time.

The waffle was so cold, it wouldn't melt the butter, not in the least.

There were a ton of workers and cooks in there. It's hard for food in WF to arrive cold, ya watch em cook it. If you're gonna serve me a cold dish, at least it could be prepared correctly.

My advice, don't stop there on a busy weekend. Maybe try a weekday, and if they suck again, be done with that location. Never had a complaint here in the past. Now, I'm not sure, I'll...