IHOP — Restaurant in Virginia

If you don’t want to read on, the food was good but CSR was rude for no reason.

We placed an order online for curbside pickup, this being the first time we’ve ordered food from IHOP since the pandemic began. Let me begin with the food was great, definitely appreciate the kitchen staff. Thank you.

The complaint I have is with the Customer Service Representative stationed at the front of the store.

As I mentioned, we placed an order for curbside pickup and my car information was entered online. When I reached the store, I was honestly confused on procedure as it was our first visit with the new guidelines. I checked the email, where it says to call the store when you arrive, which I did.

My order was set to be ready at 7:27 PM. The call was placed at 7:31 PM.

At the time I did not catch her name, but when I called the employee that answered said the order was just about ready, she asked where I was parked and said she would be bring it out and to give her a minute.

I waited for about 10 minutes before deciding to head in to check on the order. When I told the girl working the front, the only employee up there at the time, that I was waiting on a curbside order, she told me they don’t do curbside after a certain time. I asked who I spoke with then, and she immediately became rude and asked how she was supposed to know? She goes to the kitchen to check on the order, and when discussing the situation to the staff she referred to me as “some boy” waiting for an order.

At first the person working the orders was not sure which order she was talking about, then it seemed like they thought I was not there yet although I had called, then when she comes to the front she says the order just came out. Keep in mind if that’s true, the order is now nearly 15 minutes late yet that’s not my complaint, especially with the pandemic I know there should be some patience with the wait times.

At this point I asked for the manager, and she says that it’s her. I ask her to explain why the Customer Service Representative is trying to make me seem crazy or irrational for believing curbside was open, although to this point I have no reason to believe otherwise. Why does the representative at the front of the store have an attitude with a misled customer? The manager, Janet I believe, does not address this, but continues to tell me that she just tied the bag as it just came out. Again, not my complaint. I explain that if it were easier or necessary to do pick-up as opposed to curbside, I would choose this option for my next visit, but with the customer service interaction I received I would not be likely to take my business back to this establishment.

Janet was very respectful and apologetic, although I don’t feel that anything will be done for this situation. I did thank her for being respectful. The food was good and I would not ask for a refund, but as I told the manager, Janet, she needs to get a handle on her employees. The worst thing I said to the “CSR” was that I had a bad day as it was, and she had no reason to have an attitude with me. Her response was that I got my food so what’s the problem, and “we have nothing to talk about” which is strange for the person placed as the “face” of the company to say as opposed to a simple apology. Customer service is a product. Good food or not, a bad customer experience leads to a...

IHOP right on in every chance i get hungry ☺ 🤗. June30th My visits to Galveston Court IHOP manager on Duty Steven, and all the servers I've encountered has been awesome. Sever today i had the pleasure of Irvin D. I arrived and was seated immediately by the host to the table. Within seconds, Irvin first acknoweledge that I was there, then came over as polite as can be with a greeting and a smile, then offering water with my drink oder and placing my food order with perfection (thank you to the cooks behind the scenes, Without them no food cant come from the kitchen) I was offered options with food choice(i dont eat the potato fries) instead I chose grits. Food came out on clean dishes, served hot and you could see the steam. French toast appeared huge when not cut into slices which I appreciated that. That full bowl of grits was hot and buttery, that hot chocolate and cool whip on top(lol not shown in pic because i ate it 😋 the bacon was cooked like i like it: not too crispy but fat cooked thru 😋. Did I mention it was hot and fresh 😂 cooked as requested 😍 oh ok. I always return, So I'm recommending you visit as well and hopes that you will have the same experience as I do each time. Noone put me up to say these things. These are words from my experience here, nor do they know when I'm gonna write a review. Please If you are in the area stop by and visit. I've visited on different days and times. Share your experience. I hope my experience helps assure your decision at this location. Other pics will be added later Happy eating!!! Did I mention it was my Daughter's birthday and her daughter' birthday... yes they both share the same...

Our entire visit tonight was horrid. From getting seated to getting food. We were seated rather quickly and my wife and daughter went to use the bathroom which the ladies room was out of order and they have the men's room as coed and 1 person at a time. I was sitting for close to 10 minutes before my wife came waiting to be asked for drinks. After My wife returned she literally stood in the middle of the floor for 10 minutes trying to get someone's attention so that we could be moved to another seat, they had us entirely to close to another family. There was no social distancing at all, and being they were not busy at all there shouldn't have been a reason for everyone to be grouped together. My wife had to go get the MGR, who had a terrible attitude, and asked her to move us to another booth.

It took forever to get our food. A couple that came in well after we placed our order and they got their food before us. When our food ended up coming everything was cold. Like it had been sitting for the 30 minutes we waited for it. When brought to said managers attention she didn't even apologize for the issues or show any concern. Took our food with attitude and remade it. Brought it back with me attitude and now my family is scared to eat their food. I placed a call to the stores General manager/Director of Operations Rosemarie and she was just as rude and not concerned about the problems of one of her locations.

We had issues here in the past but figured would give it another try. Wish we hadn't. Wouldn't recommend this location to my...