Waffle Love - West Jordan — Restaurant in West Jordan

Warning...long post! My husband and I drove over an hour to see our adult daughter and take her to breakfast on Labor Day 2020. When we arrived at Waffle Love in West Jordan just after 10am, the restaurant was busy but not overly crowded and we ordered immediately. There was even an open booth, so we ordered our food for dine in. We ordered two Peach specials, one with an egg and bacon on the side, and one red special with an egg. We could not order drinks because the pop machine was broken, so we were told. Right after we arrived it got very busy. We waited 47 minutes for our food and the order was wrong. No egg or bacon. The food was cold, not warm, COLD. My husbands waffle was so crusty and hard he could barely cut it with his plastic knife. He did not finish his, it was ridiculously hard and cold, as if it had been frozen and then left out to dry up.??? The other two waffles were soft, but again, COLD! Although the staff was friendly, I had to go back and ask for the bacon and egg. We ate our cold food and hoped the bacon and egg would come hot and fresh. It never came. After another 15 minutes I went back up and asked for a refund for the food we never received. The kind girl behind the counter offered to refund our whole meal, but I declined only wanting to not pay for what I did not receive. There were only 3 people working and one was obviously very new. Again, the staff was friendly but the experience was not a good one for our first and most likely last time there. We drove through the Chik fil a down the street because my husband and daughter still needed to eat. Take a lesson Waffle Love, from a place that does food fast and tastes good. I’m sure this episode was a management and training issue. Those poor young adult workers were in over their heads and many people were left standing and waiting for a long time. All I could think about was how much money this Waffle Love was losing that morning because of staffing...

If you go during rush, I'd expect at least a 30 minute wait on your food from the time you order. If that's not a problem, and you like waffles, then you will LOVE this place!

Excellent ingredients, the whipped cream tastes like real whipped cream (not aerosol canned, or cool whip) and the fruit is always excellent, not wrinkly, and leaves are cleanly taken off of strawberries (when raspberries are not in season, they will be unavailable for the Red Wonder dish). The chicken for the chicken and waffles dish is moist, and the sauce served with that one has just a hint of a spicy kick to it that was perfect (coming from someone who finds jalapenos a little too spicy)

The decor is fun and feels bright and kind of Indie. There is retail you can buy to support the franchise. The straws and lids for the drinks are behind plexiglass at the cashier counter (as is coffee creamer and sugar), so you have to ask for them, which is good sanitation wise but a little obnoxious when staff forgets to give you some and there's a big ole line of people you have to interrupt to get your stuff.

Covid specific details: There are two different hand sanitizer stations, at the start and end of the line. Laminated signs on the table are flipped to say "not sanitized" after a dining experience and "sanitized" after they are cleaned. There is a bit of an honor system here, but it...

Waited over 40 minutes for our food with no communication from the staff that they had a system error. We just sat and waited while we watched people who came in after us get their large orders. Only after we went up, they told us our food would be out shortly. On top of that, there were no metal utensils, only plastic forks and no plastic knifes. Even once we got our food almost an hour later, none of the utensils were restocked. I asked one of the employees if they had knives, she said she would wash some for us and bring it out. I then watch her go behind the counter and talk to one of the other employees for at least another five minutes until another person in my party went and asked again, after ANOTHER customer also asked. Only then did she come grab the dirty knives and go wash them. It would be understandable that the knives weren’t restocked if they weren’t really needed, but the tough waffles are impossible to be cut with a plastic fork! My fork literally broke while I was eating, waiting at least 10 minutes for a knife. All in all, I had a horrible experience and will not be...