Complaints

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to a local **** and was short changed the 20% off because I had to order in person for an online order due to a glitch that was happening on the **** app. On the app I was supposed to be charged $19.40, but as you can see from the receipt, I was charged ******* If you call me, I can e-mail the restaurant's receipt, as well as the 2 screenshots from the **** app. I'm also attaching it to this complaint, but sometimes attachments don't come through the *** system and businesses aren't able to receive them. I'm asking for a coupon for $5 off the next order due to this inconvenience and for someone to call me and answer why I couldn't process the order through the app. I asked the store manager, ********* for the corporate phone number and he stated that he's the one who has to report the issue, but offered no suggestions as to how I was going to get reimbursed for the difference that I was charged. Thank you kindly. **** If you don't want to give a $5 coupon, you can simply refund me ***** - I know it's such a small amount but it's really about the principle of the coupon being applied properly and it wasn't applied properly at the restaurant. The receipt attached gives the time, date and check number for my transaction.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to Applebee's on 4/2/22and had a few beers and appetizers. I noticed a few days later that on ****** was charged ****** (including tip) to my credit card. I called the restaurant on ****** & spoke ** female mgr. about issue. I was told that a ** Woukd look at matter & call me back. I spoke with a mgr. ***** **** at the same restaurant on ******** He pulled up some account. My point is there is no way that my guest and I had a total of 12 beers. I had 3 and she had 2. I was overcharged by 7 beers.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/26) */ Dear ******** We had not had a case open for Mr. ********. We have started a report and sent this to the restaurant ownership team so that we may get this looked into and resolved for him. Thank you for reaching out. If you have any other comments or questions, please feel free to reply to this email or call us at XXX-XXX-XXXX. Sincerely, *********** Guest ********* Case # XXXXXXX

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 04/17/2022 my roommate and I decided to have Ihop for Easter. Giving it one more chance, since the last time we ate at Ihop we were blatantly lied to, by the manager, about pricing because she obviously wanted to pocket some money, but I digress. We paid it, didnt want to go to jail, over her lying saying we stole anything. Well, today was even worse. ****** ** was the person who Ihop matched us with. I ordered iced coffee. You need to get some flavors, btw. That is nasty. I also ordered the pancake combo, I believe. I wanted the crepes, strawberry. Bacon, and hashbrowns scattered, smothered and covered. With gravy on the side. My roommate ordered **. ******* ****** with *** & Cheese and *** Ice **** She brought the drinks. Then the food. I specifically told her I wanted my eggs fried, yellow runny, white done, and not crunchy or crispy. It can be done, because I do it all the time. The yellow was ****** but every bit of the white was crispy and nasty. Imentioned it, and she said " the yellow is runny." Ugh! Then I noticed my hashbrowns were not scattered, smothered and covered. I told her they weren't. She said " I found out we don't do that here anymore." OK! So, she didn't think I might want to know that, to see if I wanted to change my order? That is the only reason I go to Ihop. It gets better. My ********** crepes **** pitiful. I suppose Ihop is ********* food. ******** higher ****** and rationing food. They were as dry as a powder house, they had very little topping on them, and she should have **** ashamed to serve them to me. She told me she would fix my hashbrowns..how? How could she fix them? She knew how I wanted them, but claimed they no longer serve them that way. They were nasty. My roommate didn't get his *** & cheese. He asked about it. She told him she could get it for him as a side. He assumed she meant charge for it, and that is how it sounded. He wasn't going to ask, because all she did was talk in circles. She charged me for onions.

  Business response

  01/10/2023

  Consumer Response /* (2000, 13, 2023/01/09) */ The manager called me and spoke to me. Its good now. Thank you!

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Ordered online from ihop this morning at 8:am. The company offers delivery service through doordash. The order was paid with a tip ant the total was ****** Recieved confirmation and the tracking stated it would be received by **** or so. Received a text around **** that the driver was close so I open the door and stand there.Waited 15 min and another text comes through stating the food has been delivered. The food was never delivered and no one ever opened my gate to come through the path. Tried calling rhe store 10 times no one ever answered so I called the ihop corporate number and was told someone would contact me within 4 days. I stated calmly all I want is my money. Contacted doordash they tell me I can get a **** refund now after sending the receipt I am told the store has to be contacted. The store doesn't answer. I want my money and neither establishment will get my buisness never again

• Initial Complaint

  03/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ********* in ******** *** I went here to treat my husband out. First off the tea the waitress insisted was decaf was not. I was up until 3:30am. I realize now also the tag on it did that hung out of the cup did not say decaf on it. decaf tea has that. Also she has put the tea bag in the hot water. I have never had a restaurant do that which means she touched my tea bag before she put it in the mug. gross and unsanitary. and my meal was the bourbon chicken & shrimp with the mashed potatoes. She said what would you like for your side. I said none of the sides really interested me. she said I can substitute another side like a small salad. I said sure. when I got the meal my potatoes were missing and I did not get my salad. I asked her where was my potatoes. she said the salad is in place of my potatoes. She said the salad would be coming soon. I told her my meal included the potatoes and that the salad, as she stated, was a replacement for a side. then she began to argue with me. she never asked us if we need refills on our drinks. the whole ******** was actually ************* We were made to feel ******** and ************** I was ******* for the salad as I was not told this was to happen when she said it was a ********** for my ***** (she never said it was a substitute for my potatoes) and our food was cold when it took her 10 minutes to get us silverware after she brought us our food. I nnow that due to covid things are a little different but this was not acceptable. I will not be returning. But also due to covid she should not have touched my tea bag

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/29) */ We will escalate this complaint to the franchise that owns the restaurant, and request that one of the franchise representatives contact the guest to resolve the issues. Consumer Response /* (2000, 7, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Manager called me and had us come to have 2 free meals. The waitress we had this time was friendly and courteous. Thank you

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On sunday feb 27, 2022 i placed a delivery order thru door dash for food from applebees. Upon receiving my order it was not correct. I contacted applebees corporation and sent them pictures and what was wrong with the order. I was contacted by a manager from applebees in dubuque on march X XXXXbut i missed the call so i called back on march X XXXX and spoke to the managaer, ******. She said she would get me a full refund thru door dash and that it would take 10-15 business days and that she would call me on march X XXXX to let me know that she had gotten ahold of door dash to issue the refund of $34.32. She never called and when i contacted door dash they had no knowledge of anything. It is now march XX XXXX and i have still not been contacted and no refund. Ive been lied to and given the run around. I know for a fact door dash issues refunds immediately because they have given me a refund the same day i contacted them.

  Business response

  06/30/2022

  Business Response /* (1000, 8, 2022/04/13) */ Restaurant stated they submitted a refund for the guest and has been in communication with him since the order was placed. Consumer Response /* (3000, 10, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to be issued a refund. If the refund was issued i should have it by now and as for being in communication with me well if you consider ********** me once ************* with me. I have had to contact them on 3 different times and been told the same thing. This is ridiculous and should of been taken care of right away. If the refund was issued where is it???

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Location: **************************************************************. General Manager ******* offered two meal replacements to replace bad food I purchased at the ******** location. I accepted. Feb. 26, 2022, I went to the ********** location and tried to redeem the 2 meal replacements. ****, the Division manager overturned the GM's decision and denied the two meal replacements stating that soft drinks, appetizers, and dessert are not included in a meal, then she only gave two hamburgers. However, I disagree. A complete meal includes a soft drink at the very least which **** also would not release. Moreover, the informal email settlement agreement between the GM and myself was that the previous order be replaced with new food in the form of a complete meal. The agreement didn't say just one "entree" or "partial meal". I believe **** breached a legal settlement agreement when she denied the 2 complete meal replacements. The agreement was for 2 meal replacements. The email confirmation did not say 2 free entrees. Also, there was a hair in my buffalo chicken sandwich and the french fries were limp and not freshly made. And the #2 ranch dip cups were only filled 1/4 way full. More disturbing was that the entire meal was already made and put in front of me, then **** took it away and only gave the two hamburger items without the drink. So she threw the other food in the garbage or ate it herself. When I questioned the hostess about the other food, she raised her voice and said "THAT'S ALL YOU GET!" **** also didn't give me a survey receipt or any receipt. If she did, then I would had put this into a survey. It would be a shame to see this food dispute go into a full blown lawsuit just because **** the Division Manager didn't want to give a beverage that probably cost the company a whole 0.10 cents. Solution to the problem: Honor the 2 meal replacements that includes a beverage, appetizer and dessert. Thanks.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/03/01) */ Guest concerns were escalated to local ownership team. A representative of theirs should be in touch with the guest in the next 4 business days. Consumer Response /* (3000, 12, 2022/04/04) */ Please reopen. The company IHOP never contacted me. Business Response /* (4000, 14, 2022/04/06) */ This has been re-escalated to the franchise team in question to inform them that the guest is still waiting for follow up and resolution. We would hope that they reach out very soon. We were notified a while back that it was being handled by their Human Resources team. Consumer Response /* (4200, 16, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partially accept the response. It appears corporate is doing their part and relaying the information, but the franchise owner is not responding. Nobody from Human Resources has contacted me. I will continue to try and resolve this dispute through corporate. Thanks.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  placed a curbside order , waited past 30 mins to give the time to fix the order. I arrived at the restaurant parked in the delegated spot a d checked in , well no one ever came out after 20 mins then i call and no one answers the phone either !!! There is literally no one even there !!! Restaurant parking lot pretty empty. I get out and guess what no one in the front either !! A you g lady finally comes and i tell her i have been waiting ... my food when we got it number one was cold , number two half of it was missing half of the french toast and fries this is such poor poor service

  Business response

  06/30/2022

  Business Response /* (1000, 12, 2022/03/11) */ We have received enough information now about this visit to escalate a case to the franchise team over *************. The guest should receive follow up from their team by Wednesday at the latest. Consumer Response /* (3000, 14, 2022/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was sent nor done

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, On February 14th we ordered ********* in ******* ** through their app. ******** was the delivery ******** the order was scheduled to be delivered at ******** The delivery person came much too early at 10:45 to pick the order up. The restaurant told them to come back and they agreed. They did not come back. The manager of ********* called me and told me what had happened and told me that they needed to remake the food and I could pick it up. He ********* ******* the bill up a second time on my card and that I would get a refund for the first amount of $86.14. I said I did not want a second charge on my card which was ******* He ********* anyway. He said the restaurant needed to be paid twice for the food. When We picked the food up, the person who handed it to us said the manager got the refund. We found out he did not. Now we had a double charge on my card. When I asked him about it he said he couldn't do the refund and only ******** could. I contacted ******** and they told me the restaurant was the only one who could give me the refund and that ******** had already given the restaurant their refund. The manager at ********* has so far, refused to give me the refund I am more than entitled to get. ********* recieved refunded money from ******** but kept the entirety of my first transaction which included delivery fees and tip that the driver never recieved and also charged the food a second time on my card. I believe they ********* ****** If there is anything you can do to help me get my money back, I would greatly appreciate it. Thank **** ******

  Business response

  03/17/2022

  Business Response /* (1000, 7, 2022/02/20) */ ** ******** is a long time patron of the ****** ************ he orders weekly. On this occasion, Valentine's Day I was alerted by my **** specialist that we may have an issue with this order, a ********* driver selected this order for delivery and attempted to pick the order up an hour before the requested delivery time. To be clear ***** ordered through ********** but selected delivery as he has done many times, ********** utilizes numerous Delivery Services with ********* being the most common. In these situations ** is paid by the guest and ********** is paid by **. When the initial driver attempted to claim the delivery and was informed by us that it was a timed order for an hour later the driver not wanting to be tagged to waiting for this and missing other deliveries released the order. Somewhere in their cyber world this order was never reassigned to a Driver. I became worried of this around 12:00 , fifteen minutes after ****** requested delivery. I contacted ***** alerting him and stating since he chose delivery he needed to contact **. I said if it was much longer I would not be comfortable serving him the product as it had lost its heat/ freshness. He called back 10 minutes later stating he was on hold with ********* and frustrated. I offered to remake his food if he could come and pick it up , he was very appreciative, we did and he picked up, I stated I would receive a second payment from ** as it was obviously their error but he should try to contact them to recoup his delay fees and tip. I did not have ****** payment information and could not charge him a second time. My next **** was to open a poor service ticket with ** through an online portal called ***. I requested a second payment to us for two orders and requested a refund to ***** for tip and Delivery fee , I received confirmation of both on Wednesday 2/16 but was informed I would need to issue the credit as ****** initial payment processed through ********** online ordering. Simultaneously ***** contacted me stating he was charged twice . I assured him I would forward him an email showing my steps ( I did) and that a credit request would be applied when I returned to work on Thursday. I stated the credits take 4-6 days which angered him. The true culprit in this entire case was the initial ** driver and ********** system, ********** and I did everything possible to get ***** hot fresh food on Valentine's Day and I have taken every **** humanly possible to get him his refund . Consumer Response /* (3000, 9, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As shown in the files I attached, ******** explained to me the only party that had access to my card information to issue a refund was *********. They also explained that a refund was already issued to ********* from ********. This information is in the first attached file. It wasn't until a complaint was filed against the restaurant on the corporate level that an attempt was made to pursue a refund at the restaurant level. As my bank account states and as ******** pointed out, both charges were made directly to the restaurant, therefore the restaurant is the only one capable of offering a refund. I feel it is highly inappropriate that it was stated that I was "angered. I have been calm and professional during this entire process. As seen in the attached text messages, **** reached out to me 2 days after I stopped engaging with him. It was an angry text meant to intimidate me. It was extremely unsettling and unprofessional. Overall, I believe there was dishonesty on behalf of ****, the manager of *********. As I request an investigation from the fraud department of my bank, these issues will most likely come to light and I will share the results when they are available. Consumer Response /* (2000, 14, 2022/03/11) */ I am happy to say that after many interactions with the management at the restaurant, 2 official complaints with the company which were never answered, a better business bureau case and a fraud inquiry with my bank, a refund was finally issued. Please review all of the attachments to understand what actually happened. As I am satisfied with the refund I was more than deserving of from the beginning of this adventure, I am also extremely concerned for innocent customers in the future. I hope this report helps the company better vett its management in the future.

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