IHOP — Restaurant in Virginia

I've visited this restaurant before, the food has been decent but this last visit wasn't so great. I placed an order online to pick my order by 9:30 a.m. I didn't arrive to the restaurant until 10 a.m. when I arrived and do into the store, no one was there at the front and no one acknowledged my presence, this was the same things that happened the last time I was there. At the last visit a seated customer told staff there was a person at the counter.

On this visit, a waitress finally acknowledged I was there after 5 mins. She asked if I wanted to be seated and I informed her that I had placed an online order. She said that she would go get the order from the kitchen. 10 mins later the waitress walks past me and takes an order at a table then goes to the back to submit that tables order. She brings back the drinks and walks past me and never says anything. She then goes to the next table and takes that tables order and then went past me and I said excuse me so you have an update on my order and she said yeah they're working on your order and it will be a few more moments. About 10 more minutes go by then someone who appears to be the manager asked if she could help and I said I placed an online order that was supposed to be ready almost 25 minutes ago and I'm still waiting for it so she says she'll go check on it. Maybe 5 minutes later she comes back with a gentleman that I assume is a kitchen manager or the cook asking about my order. He said did you check the bag. The bag he was referring to was Grubhub bag that was at the front where they place orders to be picked up to be delivered. Low and behold, that's were my order was. The manager picks up the bag and says here is your order. I asked if it was still warm and she said yes but never placed her hands on it to feel the temperature. She hands me the bag and turns around to leave. What was upsetting to me was, there was no apologies offered. Not for the delay in acknowledged that I had arrived, no apologies for telling me a lie that my order was being prepared and no apologies from the manager that an order I placed over an hour prior to me arriving and had been sitting in a bag for over 30 mins.

As a manager, you are the person responsible for your staff and restaurant representation. At the very least, she should have apologized for the inconvenience. That's actually all I wanted but to disregard my presence and the food quality which was now ruined because i had to go home and reheat everything for a sick person who was extremely hungry and needed food prior to taking medication.

Very disappointing. Poor poor service and a history of such. They have to do better. People don't have money to waste and be disregarded when an error...

Food was hot and fresh. It tasted better than the average quality you would expect from a chain restaurant. Our service left something to be desired. We visited mid morning on a Saturday. The restaurant was less than 50 percent full when we arrived. There was more than enough wait staff to accommodate the guests who were seated, as well as those who would arrive after us. We waited for about 10 minutes before our server, Alberto, attended to us. He took our drink orders and was gone, before even giving us an opportunity to put our food order in. We then sat for nearly 15 minutes, waiting for our drink order. During this time, our server was not on the floor, seeing to other tables. Around the time that a member of management stopped by our table to ask us how we were doing, our waiter re-appeared with our drink order, just as we were mentioning that we had not even had a chance to put our food order in. There were tables who were seated after us, who were served food before us. Our food took another 15 minutes or so to come out to the table.

The food was at least worth the wait. It was hot and freshly made. The chicken breast with my waffle was juicy and crispy. When it was time to pay our check, my husband presented our waiter with his military ID and requested their discount. We were told, again by our server, of course, I will take care of that for you. He promptly left our table, bank card in hand. Stopped to take orders from a couple of new tables. We were up with our jackets on ready to leave, and wound up sitting back down, to wait for my husband's debit card. When the card slip was finally brought to us, it was evident that the discount was not applied to our total. Very poor attention given to us by our server. I would go back for the food, but would request to be sat in any one but this server's section. I also feel that the manager should have followed up with us, after we had expressed our mild discontent about how long we had been waiting to place...

So we went to this place at the end of a wonderful weekend and decided to end it there because we wanted to finish with breakfast. So first of all I ordered hot chocolate with my meal…meal came, no hot chocolate. I waited and waited…nothing. My spouse got to eat all his food and still nothing and the waitress was nowhere to be found. I finally flagged another waitress and asked her to get ours. She finally brought the hot chocolate and the glass of water I had asked for since we were seated. It was cold and of course by then my whole food was cold as well. I was thinking ok maybe they’re busy but honestly we were the only other table she was serving and I could see her in the kitchen going back and forth. All the other waitresses kept coming in and out. We sat there just waiting. Finally we asked yet another waitress to please get her to give us the bill….that was another 10 minutes and we just decided to walk up to the front and ask for the bill. Honestly we probably could’ve walked out and we don’t think she would even notice. My husband had to go into the kitchen area to find our waitress. This was just the poorest service we’d had and we were very patient. We paid and left but you best believe I would never set foot in that place again. Food was ok, the eggs were good and the pancakes were yummy. Our syrup bottle was almost empty and we wanted to get more butter but there was no one to ask. This single experience could ruin our whole weekend but we won’t let it. It’ll be that story we tell about that time we went to Ihop and had the worst experience ever and were there for like 2 hours just waiting...