IHOP — Restaurant in Scottsdale

2+ hours to get food, bad service, Manager's attitude sucked9/9/18

I am not one to write negative reviews of any place but our outing today at IHOP on Mountain View Road in Scottsdale was just that bad. My two kids wanted to take their grandparents out for Grandparents’ Day today. We all agreed on IHOP on Mountain View because we always like it, the food is good and the service has always been fine. Today was different. We arrived at about 12:30 pm to 12:45 pm. The restaurant was not particularly busy as we were in the right third of the restaurant and had only two other tables filled. We ordered drinks and received them timely. We then ordered our food between 12:45 and 1:00 pm. At 1:45, while seeing lots of others come and go, not getting drink refills and no food we asked what was taking so long. Soon after we received our food, mostly omelets. Nothing was warm, let alone hot. The butter would not even melt on our pancakes. We started sending food back one by one as we realized nothing was hot. We asked to see the manager, a woman named Kim. She suggested we take the food home (our combined 4 dogs will be happy) and said they were already making new plates for all of us. 20 minutes later she asked how our remade food was. We explained we didn’t have it. Another 10 minutes and the new food arrived. It was good and fresh and quite late as we were receiving what we ordered two hours after ordering and my diabetic wife was not doing well, needing food. The waiter apologized but the manager was avoiding us. When the check came we were discounted 10%. We called Kim, the manager, over to discuss the bill. She sent the waiter. When we finally got the manager, she said she comped drinks and with the food we got going home that’s plenty. Not once before or at any time was an apology given. We, and I believe most people will agree, feel that was inadequate. She finally agreed to a 20% discount and rather than argue we left. This was To take out my kids Grandparents for their day and this was the crappiest service I literally can remember getting. My twelve year old cried because his Grandparents' Day gift was ruined. Later we got home we saw some of Kim's discounts were senior discounts probably to hide the horrible service she...

Dear Customer Service Team,

I am writing to express my disappointment regarding the service I received during my recent visit to the IHOP located at 90th Street and Mountain View in Scottsdale on the evening of [specific date, e.g., December 5, 2024].

Upon arrival, I was promptly seated, which I appreciated. However, I waited for approximately 4-5 minutes before a waiter approached to take my drink order, despite observing other patrons being attended to. When I informed the waiter I was ready to order, he responded that he first needed to bring my water.

After another two minutes, the waiter returned with my water. When I reiterated that I was ready to order, he informed me, quite unexpectedly, that he could not take my order because, as he put it, "he didn't want to overload the cook with orders." I was stunned by this response. When I questioned it, the waiter repeated himself before walking away.

From my vantage point, I could see into the kitchen, and it did not appear that the cook was overburdened, especially considering there were only 18-22 patrons in the restaurant, many of whom were already eating. After waiting an additional few minutes without being assisted, I decided to leave as I felt my business was neither valued nor prioritized.

This experience was deeply disappointing and fell far short of the service standards I associate with IHOP. I hope that this incident was an anomaly, but it nonetheless left a negative impression.

I respectfully request that you investigate this matter and address any training or staffing concerns that may have contributed to this experience. I look forward to hearing back from you regarding the steps IHOP intends to take to ensure better service for future guests.

Thank you for your attention to this...

I’ve had nothing but horrible experiences at this IHOP from the very first time I stepped in there. Honestly, I don’t even know why I keep going back—probably because IHOP's deals are too good to resist and their app keeps giving me free food. Plus, it’s the closest one to me.

From day one, the host looked me up and down with a disgusted expression, practically asking what the hell I was doing there. When I went to order food, they insinuated I couldn’t afford it, as if I had to pay up front just to prove I could. On my second visit, the same rude waitress questioned what I was going to eat. I told her I’d already ordered through the app, gave her all the details, and she took it down without a word. Twenty minutes later, I was already late for my Uber, and had to hunt her down. I found her in the kitchen, on her phone, with my order still being prepared—despite ordering ten minutes before I even got there. I waited another twenty minutes for a simple half stack of pancakes.

The customer service here is abysmal. Good service is hard to find these days, but this IHOP takes the cake—or the pancake. It’s just like walking into a McDonald’s or Burger King, where the staff could care less about you. Even Starbucks has started removing plugs so you can’t charge your phone or use your laptop while you try to relax.

Despite the trash service, I have to admit the food is actually good. Whoever’s cooking back there knows what they’re doing, but it’s not worth enduring the hostile and disrespectful atmosphere. IHOP, do better. You don’t deserve my money or...