Applebee's Grill + Bar — Restaurant in Westland

Last night I visited Applebees with some friends and family Lisa C was my waitress and saying she was extremely rude was an understatement. And the ONLY thing she did right was check our tables IDs for people who ordered drinks. I had a child and after she brought out drinks to the table I ask if I can place my child’s order and she snarkily says to me (mind you this is the second interaction I’ve had with her besides her coming up to the table and saying “would you like anything to drink”) “I have other tables to deal with so your gonna have to wait till I’m done” comes back ab 20 mins later and takes his order and I order our appetizer and ask they come out at the same time and about a half hour goes by and she’s nowhere in sight that whole time and I assume it’s probably just busy. but then I saw the table next to us that got there way after us (different waitress) already got their appetizer and were half way through their meals. Never checked in to see if we needed refills or more drinks and so eventually after a little over an hour sitting down she brings my child’s food (finally) and then I remind her we still haven’t gotten our appetizer or salad and she says “I’ll get it when I can” and then 10 mins later our main food comes and we explain to Kayla we never got our appetizer and Kayla was so helpful and kind! And we spoke to the manager Michelle and she was very kind and helpful as well and totally understood how bad our service was and compensated us for this and explained Lisa is new and with the dollar margs and kids eat for $2.99 on Tuesdays it’s busy but it’s no excuse as to why she was like that. The only reason I found out our servers name was because it was on the receipt. But even though she’s new I understand why there may have been some delay in our food coming fast like normal (this was not why tho). it didn’t excuse her rude and awful demeanor and if I ever decide to return to this location I will definitely request Kayla and if I get Lisa I will literally get up and leave because that was the WORST customer service interaction I have ever had. Thank you to Kayla and Michelle for saving the day the 4 stars...

I decided to order using Applebee’s online which used my nearest location, Westland. Ordering online was easy and fast. I got a text quickly about when my order would arrive and who my driver was. I could track the delivery however there was no pertinent info other than that. My doorbell rang and I waited a minute before opening bc I have a large intimidating dog. When I opened a girl was getting into her car I waved but she pulled off not noticing. I quickly suspected something was wrong bc I had not ordered a drink and there was one left. I brought it in to see if maybe I had mistakenly ordered a drink but I noticed the receipt had a different name and total. I immediately called the number on the receipt to see if they could contact the driver. I was told my Applebee’s it was an issue with DoorDash to contact them. Unless you use the DoorDash app to order they have no history and therefore cannot rectify the situation. There was no contacting them at all. So I called Applebee’s back a second time to see if they could actually help, all I really wanted was my food. Again they said since they use door dash as a delivery service I would have to contact door dash. I called Applebee’s main customer service and spoke to someone very kind. After speaking to him I called the Westland store back to just see if I could get a refund bc now my food would have been cold somewhere else and I would have had to reorder and waited another half hour and possibly have the same issue. No thanks. The lady I spoke to said “oh, the first person you spoke to refunded your money already.” Thank you for that but maybe telling me they were going to do that would have helped. Now ai have to wait 3-5 days for that money to go back into my account and I am stuck with someone’s unappetizing salmon. Moral of the story, if you are going to use a third party service make sure you cover your own bases. I didn’t order through them, it’s just as much on...

Upon our arrival at approximately 11:10, our initial interaction with the host/hostess proved to be exceedingly disheartening. Their demeanor exuded an unwelcoming atmosphere, accompanied by a series of glaring looks. It was promptly communicated to our group that our presence would only be tolerated until the clock struck 12 o'clock. As the encounter progressed, the manager entered the scene, only to mirror the disappointing conduct demonstrated by the initial host/hostess. Astonishingly, the manager chose to draw comparisons between their establishment and a well-known retail store, Meijer. The inquiry naturally arises: Is this a venue intended for fine dining or a mere grocery retail space?

However, what was most regrettable was the manager's demeanor, which could only be characterized as brash and impolite. Their proclamation that our departure was mandatory by the stroke of midnight was communicated without any semblance of empathy or consideration for our party's experience. This abrupt and unapologetically rude attitude caught us entirely off guard. Our initial approach to the premises had been one of optimistic anticipation, yet what ensued was an utterly distressing encounter.

As an individual who operates within the realm of the food industry, it is disheartening to witness such a flagrant disregard for basic customer service principles. The overt lack of respect shown toward patrons casts a long shadow over the otherwise enjoyable dining experience one would expect from an establishment of this caliber. It is my hope that such instances of blatant disrespect will be addressed and rectified, ensuring that future patrons are not subjected to similar...