IHOP — Restaurant in West Melbourne

Though I am giving this restaurant a 1 star review, I first want to mention a shining example of customer service among the chaos at this horribly run restaurant. Sebastian thoroughly impressed me! He exhibits the epitome of customer service excellence. This young man took over a conversation and took the time to listen to me and express empathy for the error and directed me to the best way to resolve my issue. The entire time speaking to him he was pleasant and compassionate about the error and the fact that no one took the time to listen to my easily understood dilemma. He apologized for the treatment I received and left me extremely impressed. He sounded very young and I was very surprised at his outstanding customer service skills. I decided I would highlight him first though this is my second time experiencing horrible service here. The first time was in person and the reason I decided to order online. The backstory is that I made an order on the IHOP website. My order was cancelled by the delivery partner within 30 minutes of ordering as IHOP was extremely behind. I called the restaurant and told them this. My card was charged by IHOP and I called several times in attempts to get my card refunded as my order was cancelled by the delivery partner and would not be delivered. Three times I was told my order was being processed though I called DoorDash and they advised it was cancelled in their system and they would not be picking up the order. DoorDash also advised that they did not charge my card IHOP did because I ordered directly on the IHOP website. I was 90 minutes past my scheduled delivery time and kept being rushed off the phone by IHOP staff as if I was being a bother and I was mistaken. No one took the time to simply listen and resolve my issue. The fifth time someone finally looked and saw that my order had been sitting on the counter and cold. They spoke to someone in the background who took over the call and again told me I was wrong and I need to call DoorDash. I kept explaining my card was charged by IHOP not DoorDash and I already contacted them I was told by the IHOP staff member “ well you need to contact them again.” The employee even stated they spoke to the manager and there was nothing they could do. I hung up waited a few minutes hoping to reach someone else. Sebastian took my call over when he overheard the other employee was once again expressing frustration with me calling. He immediately apologized after listening with understanding. Sebastian stated he would leave a message for the manager with my info because the manager was extremely busy at the moment. I declined and told him I would come in and thanked him for his great customer service. I was immediately impressed by him as I run a business that has done extremely well in large part because of our customer service focus. I hope one day this young man is promoted. Through my frustration he changed my focus to his exemplary customer service skills. Thumbs down to the restaurant but ten thumbs up to Sebastian a shining star! Though I went in and spoke to the manager that day it is almost a month later an I still have no refund. I made contact on them website twi days ago and finally the manager called today and apologized and stated he will be submitting my refund. He claimed he left the note on the desk for the GM and he doesn’t what happened. This place needs to retrain...

I really tried to give this place a chance, and I gave them more than enough time to get it together.

Ever since this place opened, I have always had an issue here. Either they are out of stock on an ingredient for a popular new item, or they mess up my order somehow. There have also been several hygiene issues during a time where cleanliness is important to fight off a deadly illness. I have had to get two separate waitresses to clean my booth before I could sit my kids in it. Today was a new issue however, because the food I got tasted bad. Which they replaced, but i didn’t even want to eat by this point.

This isn’t even why I don’t want to go back. No, it was because I couldn’t get even enjoy my drink. This was just the last straw. The last paper straw, that is.

I wish I could say I was joking, but I’m not. I have sensory issues and cannot stand paper straws. I think there should be alternatives to them and even if it’s not plastic anything would better. I cried, because I have been having a hard time and just wanted to have a nice lunch with my family. Probably not the most normal response, but I have stuff going on in my life most people wouldn’t be able to deal with. I had just eaten at ihop a month ago at the most and they didn’t say anything about getting rid of plastic straws so I just didn’t expect to worry about something like that.

Anyways, being that I’ve never had anything but an ok experience here, I won’t be coming back after this change. I’ll just eat at the old place on Malabar that rebranded.

Sorry to the waitress that we got who checked her tip in front of my boyfriend, nothing personal. My fiancé just didn’t want to spend anything more than what we bought because he didn’t bring me and our kids to a restaurant just to watch me cry, so he was very unhappy even if it...

HORRIBLE CUSTOMER SERVICE! Ordered delivery from the direct website and they use Doordash as their service. We received our order and was missing half our items and the items we did receive were cooked wrong/had things we asked without so we contacted Ihop directly because that is what the email we received told us to do if we had any issues. We spoke with the manager named Karen and she told us that she was unable to do anything about it because we ordered through Doordash (which we didn't) and that we had to contact Doordash. After explaining over and over that we ordered direct through them she said that they do not do refunds and that they can maybe remake the food but we would have to come get it but they are really busy and its their first week of being open so we need to understand that and just wait. I did not agree to this because I three kids and thats why I choose to get the food delivered in the first place and she then said she would have to contact corporate and call me back so she took my number and hung up on me. After waiting a while and not hearing anything I called back. Karen picked up the phone and hung up AGAIN on me and so I called back again... I asked to speak with a manager yet again. Then a guy gets on the phone. I explained the situation to him and he immediately started telling me I needed to contact Doordash after I had just finished explaining to him that Doordash said I had to contact IHOP directly...and thats when I got super frustrated. He just kept cutting me off and refused to listen to anything I was saying and just continued to argue with me. So I just said I will contact corporate and he said perfect and then hung up on me! I will NEVER be going back to this location. Not a good...