Tasty Biscuit Pancake House - St. Charles — Restaurant in St. Charles

Went for lunch with my work team on 2/24/2024, and had one of the worst customer service experiences I've had at a restaurant. Firstly - our server was nice (Elissa - turns out it was her first day on the job) - we ordered pretty quick, but after an hour - no food had arrived at the table. At this point we asked for the separate checks to come (we had confirmed with Elissa when we arrived that this was ok) and food to come in boxes, as we had to go back to work (again, at this point - still no food after an hour). A different server came to give us 1 check for the whole table - we told her that we had asked our server for separate checks. This new server said "I am your sever" (we hadn't seen her even one time after an hour at sitting at the table), and she told us that the other girl that served us "doesn't know anything - she's new" (totally threw the new server under the bus) - "we can't split checks". We asked to speak to the manager, who also said that the "new girl didn't know what she was talking about" as she was new, and that there was no way they could split the checks because it was "too busy" (hardly anyone there). She then said if there was 8 of us, they could split the check, but because there was 9 of us - they couldn't do it (again, we had originally asked and confirmed this was possible). In the end (given we hadn't received food), I cancelled my order to get the count to 8 and I walked out after 1:15 with no food. Their attitude to throw the new server 'under the bus', and make literally zero effort to "make things right" (given we had multiple issues and again - no food after 1hr) - it was hard to believe. There are a lot of details/attitude/responses I'm leaving out of this, but it was truly mind-blowing to see such a lack of logic and willingness to do ANYTHING to help. Side note - when I got back to the table after cancelling my personal order to get the count down to 8 - the server brought out the burger I had ordered, and the manager immediately came over and told the server to throw it out (which, on one hand is fine, as I had cancelled my order, but given it was done - was surprising that they would rather just throw it out than try to salvage any bad-taste from a customer perspective - no...

My recent visit was a disheartening experience that soured my impression of the restaurant, and unfortunately, not due to the food.

Initially, our group of 10 was greeted by a friendly young lady who took our orders and diligently assisted us. However, the first red flag arose when the soup or salad that accompanied certain meals failed to materialize until a whopping 45 minutes later.

The main courses arrived around 1 PM, but one unfortunate member of our group was still waiting for their meal. With work commitments looming, we reluctantly requested our food to be packed up, resigning ourselves to the fact that our planned group dining experience was shattered.

As the last meal finally made its belated appearance, our hungry friend, understandably frustrated, opted to cancel their order. One would expect such a blunder to warrant a gesture of goodwill from the management, such as a complimentary meal, but it was simply discarded without a second thought.

Our troubles continued when we were approached by an unfamiliar employee of the restaurant. When I requested separate checks, as previously agreed upon with our server, I was met with resistance. To our surprise, we were informed that the server we had initially spoken to was merely in training, despite being the sole individual attending to our table throughout the meal. This new employee claimed to be our server, though we had not seen her until after the food was delivered. Her rude and dismissive attitude left us stunned as she insisted that splitting the check was not possible.

A request to speak with the manager yielded no resolution, as they doubled down on their refusal to accommodate our reasonable request. Their lack of empathy and unwillingness to rectify the situation spoke volumes about the restaurant's disregard for customer satisfaction.

In the end, I found myself covering the bill for multiple diners on my check, while a few others reluctantly received separate checks. It was a chaotic and frustrating experience.

In conclusion, the abysmal service and lack of accountability overshadowed any redeeming qualities the establishment may have had. I would caution others against subjecting themselves to such a disappointing...

Their menu shows a $3 up charge for gluten free French toast but the options seemed eccentric to all be available gluten free. I asked our server if they were able to make all of them GF, and he wasn’t sure so he went to the kitchen to check. He came back and confirmed that they could. Woo! I ordered gluten free red velvet French toast. He came back to the table with regular plain old gluten free French toast with berries on top. I asked “is this red velvet?” He replied “no, they couldn’t do that gluten free.” And walked away. When he dame back to check on us, I told him that I didn’t receive what I ordered, and had he told me they couldn’t do it (even though I asked before ordering and he confirmed with the kitchen) I would have ordered something else. He stared blankly. I asked for a menu so I could order something else. When the bill came, he hasn’t removed the French toast so we went up front to pay and speak to a manager. The manager started off very sweet as I began t explain what happened, but then cut me off and said she already knew what happened and then said that the server told her a different story. After I asked why I was still being charged after checking with the kitchen before I ordered, she asked if I wanted to take the French toast home because they still had it sitting in the kitchen. I said “no thank you we’d like it removed from our bill.” She rolled her eyes and said “well when we send a ticket to the kitchen we have to charge you.” I stood there until she “agreed to give me a discount” and removed the French toast but not the $3 up charge. She then tried to teach me that if any other restaurant told me they had GF red velvet, they’d be lying because it’s impossible to make. As I went to agree with her that I’d never seen it on a menu, which was why I ordered it, she dismissed me and started speaking to another guest. Would not...