Applebee's Grill + Bar — Restaurant in Rochester

Hostess was excellent, cheerful and pleasant. The waitress however was not. Not sure if she was annoyed or just didn’t have people skills. We ordered milk for the kids and she brought back empty kids cups. A few minutes later I added some of my water to the kids cups. 10 minutes later the waitress came back and said. “Oh, you put water in them” in my opinion she seemed annoyed rather than confused. She did ask if the milk containers for the kids were ok to which we said yes. It would’ve been nice to be told milk was eventually coming for the kids. Then my friend ordered bone in wings to go unfortunately they came out boneless. However, the waitress did mention she wasn’t allowed to do “to-go” orders from the table but that she would try to put the food in a to-go box when it was ready which she did. The policy of no to go orders from the table baffled me but kudos to the waitress for finding a workaround.

Later, I tried to place an order for some wings, the waitress said just so you know that’s not on happy hour. I asked if it was past 6pm to which she replied no, it’s just not on happy hour anymore. She. showed me her iPad didn’t show the half off price. I pointed out that on the menu it was advertised for half price. The waitress replied that they hadn’t gotten around to crossing the wings out on all of the menus yet as it was a lot of work. Although this was not the employees fault It’s false advertisement and the price should’ve been honored. We had to ask for our boxes twice and the kids were not offered crayons with their kids menu overall this was sub par service. I understand Applebees isn’t a fancy restaurant and that happy hour is busy so some things will be missed however, the comment about oh, you put water in them wasn’t called for especially after waiting 10 minutes without and...

My wife and I went to Applebee's on a Friday evening. It wasn't too busy and we didn't have to wait which was nice. One of us had medically required dietary needs which a manager was able to help provide information on food to avoid.

However 3 of the 4 meals ended up not as we expected. 1) The special dietary needs meal had a sauce that was not advertised in the menu at all, which did contain the substance that the person couldn't consume, 2) one meal had mashed potatoes that were somewhere just about refrigerator temperature, 3) 1/3 of the way thru the 3rd meal a hair was found that didn't match any of us and was pretty obviously from the kitchen since it had rice stuck to it quite well.

Part of the cold food may have been from the delay between 2 sets of meals since the colder one came out later than the others. The replacement meal with cold mashed potatoes also came out after the other 3 were almost done with their meals.

2 different managers assisted in correcting our issues, which didn't all happen at the same time. However, our waitress NEVER came back to our table after that, even though the issues were not her fault. We had to ask others for re-fills on our drinks. We also left our cards with the receipt to pay sitting on the table edge for 10-15 minutes before we had to flag down our waitress to stop by our table and run them.

The meal with the hair was actually noticed by one of the managers who was delivering a replacement meal - we didn't have to say anything! He told us "I will take care of this for you" but didn't explain what that meant (comp it or replace it?). We asked another manager that stopped by what the first one meant. She couldn't give a straight answer either.

Poor service, questionable kitchen practices and poor resolution to issues will keep us away...

We recently visited this establishment with a party of 10. Five of us arrived first, and when we were seated, we noticed that the tables had not been arranged together for a group of our size. When we asked about it, we were told that we could use a row of tables that were simply placed back-to-back, rather than a properly set-up table for 10. After waiting for some time, we asked again if we could switch to a different area where tables were already arranged together. It took about 10 minutes for someone to approve the move, and once we switched, we waited another 15 minutes before anyone came to assist us.

Our server was excellent once they arrived, and we appreciated their service. However, what stood out was that when another large group (also about 10 people) arrived, we noticed that the manager and server were both actively helping them get settled. The manager even walked back and forth past our table multiple times as he was assisting the other party, yet not once did he acknowledge us—no greeting, no check-in, nothing.

The only apparent difference between our group and theirs was that they were all white, while we are Mexican. This made us feel discriminated against and extremely uncomfortable. We hope this was not intentional, but regardless, the difference in treatment was undeniable. We strongly encourage management to ensure that all guests receive the same level of service and hospitality, regardless of race...