The Original Pancake House Oak Lawn — Restaurant in Worth Township

I really hate leaving negative reviews; however, this establishment leaves me no choice. I've sent numerous emails and left voice messages but to no avail. Here's an edited copy of my email about the Oaklawn location.

During my recent trip to Oak Lawn, your restaurant was the first place I sought out. I was excited for my friend to finally experience it after having raved about it for years. I ordered scrambled eggs, bacon, and french toast. While the food arrived promptly and looked appealing, the french toast was not as hot as I expected. When our server, Jackie, returned, I asked if the french toast could be warmed as it had cooled further. She took it to the kitchen, but returned to inform me that her manager said it could not be reheated because they do not have a microwave. I then inquired if it could be reheated on the grill, she answered no. This seemed perplexing, and I asked for clarification, initially wondering if there was a misunderstanding due to language, although Jackie spoke perfect English. She confirmed that she understood my request, but that the manager would not allow the reheating. I then asked to speak with the manager, and Andrea, the assistant manager, came to our table. She reiterated that the french toast could not be reheated due to the lack of a microwave and also declined to reheat it on the grill. When I asked if I could instead have a fresh stack of french toast since the ones I had were now cold, she also refused. I expressed my dissatisfaction with eating cold french toast, at which point Andrea condescendingly commented that it was not their fault the french toast had gotten cold because I had waited to eat it. I explained that the french toast was not as hot as expected upon arrival. Despite my attempts to find a resolution, Andrea refused to accommodate or compensate me in any way, even when I pointed out that competitors would typically rectify such a situation without hesitation. She also denied my request to remove the cold, uneaten french toast from the bill, stating that I would still have to pay for it. Andrea stated she would "be right back." I thought she walked away to consult with another manager or supervisor, but I was wrong. She never returned. (I waited at least twenty minutes for her to return.) Our server, Jackie, was very apologetic for the inconvenience. I then spoke with another assistant manager, Eduardo, at the front of the restaurant. He stated that he was aware of the situation and would also not offer any compensation or accommodation. I paid the bill in full before leaving.. I was incredibly disappointed and frustrated by this experience. It was disheartening that a simple request to have my french toast warmed could not be accommodated. As someone who values excellent customer service and provides leadership development, this fell far short of my past experiences at your establishment. I remained calm throughout the interaction, viewing it as a potential learning opportunity in customer service for the staff; however, it was clear that the assistant managers were uninterested in finding a resolution. While I may never visit another ORIGINAL PANCAKE HOUSE, again, I hope something can be done to ensure no one else experiences this type of service from your employees, especially the managers. If my request was against your policy, may I suggest you make that clear to your customers, prior to receiving orders. I am making this suggestion because I observed numerous large groups in the restaurant. It is within human nature to converse while eating, which can also result in something on the plate becoming cold. I remained calm; your next...

Used to love this place been coming here for about 6 years. I order the same thing everytime. Dutch baby and Mexican skillet. I want to note that the dutch baby is not good anymore. Makes me so sad to say that being a long time customer ive had plenty of good experiences. Now, the bottom is so thick and soggy, its unappealing and not tasty, its like eating soggy doe. Very disappointed!! Also the mexican skillet which is 15$ is way smaller than it used to be, there are practically no hashbrowns. What prompted this review is the lack of quality and lack of food you get for the price, this is my second order in 2 months and the last order I had was just as bad, but I thought maybe just bad day for chef and i constantly go back trying hoping it will be like it used to be. However after this time I felt it nessary to review. It has changed, ive ordered for 6 years the same thing, the food price has increased yet the amount of food has decreased considerably along with the quality. Even the size of the dutch baby is extremely smaller than it used to be. Last year I started being unable to get avacado with the skillet as to the restaurant always would be "out" of avacado ok.. no big deal but it did used to have avocado on top of the eggs(which is how a Mexican skillet it supposed to be). Now the menu states that it comes with Sour cream, salsa and guacamole. When I recieved my to go order I get home and there is no salsa, guacamole or sour cream, this is the second time i recieved no sides for the skillet. I also normally recieve a seperate solo cup full of butter for the Dutch baby that also was not in there. I did call the restaurant this time as a courtesy to your business to notify them of the missing items. I was told that now, Sour cream, salsa and guac are an uncharge. This was a 40$ order for 2 menu items. A Mexican skillet traditionally come with those items, that is the point of ordering a Mexican skillet without salsa or avacado lol. The owner can blame inflation all he wants but you are still turning a nice profit off of each plate as is and dnt tell me you are not, you are because I'm also in the industry and know how much bulk items cost from suppliers. You falsely advertise items coming with your skillets on your website. Now you are going to charge 17-18 dollars for a Mexican skillet that doesn't even fill the container! That's crazy to me and unethical. I also have read a lot of reviews and I find it appalling the way you, the owner responds to your customers, telling people good riddance in your replies. That is very sad to see an owner say. People are using foul language cuz your food, quality and service took a dive. I'll never eat here again I'm tired of spending 40 bucks and being completely unsatisfied. But based on the owners feedback I assume they care less. With the decrease on quality, I dnt see it making it another 5 years. You say you pride yourself as the best in the business but your lack of concern for your customers and quality sucks. Comparable to Dennys now but at least at Dennys, huck Finn or jedis you get bang for your buck and way nicer people!! If you are looking for better quality like this place USED to be check out Stacked!! Good...

I called in a pick up order, in the morning before work, for a skillet with no cheese, as I have an allergy. I have ordered this several times before. I picked up the order and paid with cash, it was a little busy when I came in. When I got to work about 30 mins later, I realized it had cheese on it. I called the restaurant and told them. He said there were several of the same items and it must have gotten mixed up. I couldn’t come back to get a new order and the guy I spoke to said I would have a credit based on my phone number, which I clarified several times on the phone. As usual, i ordered over the phone and when I arrived I gave my number and there wasn’t a credit. I said I can look up when I placed the order. The manager said she can’t do anything about the credit because it’s not in the system and offered me 30% off. I said what about the other 70% and she said since it’s not in the system she can’t do anything. You can see order history with my phone number but she didn’t try to look. I told her I couldn’t eat the skillet I received because of my allergy. She then said I really shouldn’t be giving you 30% off as if I didn’t lose out on any money before. I kept asking what about the other 70% and she kept saying it was nothing she can do about it. She didn’t offer to replace or even look up to confirm. Just it wasn’t in the system, which is not my fault. It’s the fault of the restaurant because I clarified several times with the man on the phone. It was a $20 meal, which may be small to the business but it’s the principal that she didn’t care or try to fix the situation other than 30%. I have been to this location several times and didn’t have an issue until today.

To clarify, a receipt was not asked at any point. I asked the guy initially on the phone if I needed the receipt or anything else. If there was no record, why, when I called for my replacement order, did the person answer the phone for me to place my order and proceed to repeat the order that they messed up initially. All I gave was my number. I did not call her out of her name. Out of frustration, I said what the f* am I going to do when I am out of money. Foul language…. I could have...