Waffle House — Restaurant in Texas

I really want to like this location, but they keep giving me such poor service. I eat a Waffle House locations all over Texas and this one and Kuykendahl are the closest to my home. Today: I walk in and there’s somewhat of a hello. I sit at the bar top next to a young man and we have a nice conversation. A few minutes goes by and I still have not been spoken to. The young cook notices and did a great job of communicating to me and his waitress teammate. Waitress, with a horrible scowl on her face, took my drink order, brings it, and drops wet silverware in front of me. Few minutes goes by and she comes back to take my order. I start to give it and mid-sentence she walks off… No excuse me or pardon me or anything, and keep in mind she is still angry in her demeanor (?). She comes back and I give my order again. I have some specific requests on my food such as please cook the bacon medium because I don’t like it crunchy or burnt, and the request of a raisin bread… simple, right ? She never relayed the information to the cook. The bacon was overcooked for my liking & request, and the requested toast was wrong.

A nice lady that just came on her shift, Edina or Anita, ended up taking over our exchanges from that point. The original gal the entire time myself & a couple of other people sitting at the bar kept slamming dishes and stuff around with the same angry look to her. This level of tension happened all the way to ring out.

I’m not sure if she was just having a bad day or whatever. I never said anything about the food, but was disappointed. So I know it wasn’t me, but… Here we are :(

I hope sharing this helps get the team some Guest Experience Training. I’ll try again in a few months and hope for a better experience.

Pros: They did dress up their location with festive themes. The 2nd gal was nice and smiled a lot.

Have...

I absolutely love Waffle House! Every time I walk in during the morning, I feel like I'm being taken care of. The staff is consistently upbeat, happy, and polite. But what really sets this place apart is Leonard, my favorite cook. One morning, feeling a bit adventurous, I decided to ask for something that wasn't on the menu—a steak omelet. I ordered my omelet with a side of steak, and to my surprise, Leonard chopped up the steak and cooked it right into my omelet! It was absolutely delicious. Whenever Leonard cooks my breakfast, it's always top-notch. In fact, I only show up on the mornings I know he's working. What's even more impressive is the level of personalized service I receive. Leonard and the server, Kisha, have taken the time to learn and remember me. They start preparing my order the moment they see my car pull up in the parking lot. It's such a thoughtful touch that really makes me feel valued as a customer. One morning, I had the pleasure of meeting Tracey, the district manager. She was incredibly nice, knowledgeable, and personable. She treated all the customers and employees with respect, and her upbeat attitude was contagious. If I hadn't read her name tag, I wouldn't have even known she was the manager—she blended right in with the rest of the cheerful staff. Overall, I give Waffle House a solid 8/10 recommendation, but only because they are always out of to-go silverware Lol! While I can't speak for all shifts, I highly recommend stopping in during the late night shift on Monday-Wednesday or the early morning shift on Tuesday-Thursday before 7 am. And don't forget to tell them I sent you!...

My email to corporate:

I would like to provide a written, formal complaint regarding the store, and the service I received this morning. The waitress Emma, took my order to go and later (15 mins) informed me that they did not have any gravy for the biscuits. I requested a refund, after she mentioned the hash brown was already prepared and then she provided me a receipt, however the receipt was for the previous customers whom she seem to be distracted by and flirty with. I then go back to the store to get the proper receipt with the refund showing the correct total and credit card information. She then presumes to say that she provided me with the correct receipt , as I took a picture and then also delivered her the incorrect receipt that she initially gave me. I’m more upset because the breakfast was for my father whom is sick with a terminal illness and needed to take his medication. The level of service I received this morning was not only upsetting, but her lack of accountability, as well as an apology for the mistake that was made is beyond baffling and quite honestly inappropriate. She was on the phone outside as I approached the store to retrieve the correct receipt. Her lack of service and unapologetic behavior should be reprimanded as this is not a reflection of what customer...