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 Completely Horrific Applebee's Experience
Posted Wed April 22, 2009 12:00 pm, by Erika T. written to Applebee's International, Inc.
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On 4/19/09 at approximately 6:30 p.m., we were seated in your restaurant located at 1200 Route 23 North, Butler, NJ 07405 and had J as our waiter. We placed our order for drinks and appetizer and were served those items in a timely manner. Our waiter checked back with us a very short time later to see that we were satisfied, to which we replied yes. In about 2 minutes, our main courses arrived at the table. The female server said she was unsure which entree was which but that "one has gravy on it so we should be able to tell". (I had ordered the Garlic & Asiago Chicken and the other was the Margherita Chicken - 2 very distinguishable dishes!.) We had barely finished an eighth of our appetizer to find that a female server was attempting to take away our unfinished appetizer while quite literally juggling our main courses and manuvering around our beverages. (Needless to say, this ended rather unsuccesfully!) Our plates managed to barely make it to the table and and then our glasses went spilling all over the table, our food, onto the floor and into our shoes (literally!). There were ice cubes all over the table and on the floor between the two aisles of tables in what was a very crowded restaurant. The server took away the glass and my main course but left the other main course on the table full of the spilt beverage and left the liquid and ice cubes. Not only was I horrified and angered but I was soaked.
About 5 minutes later, a server returned and we told them that the other plate needed to be replaced also which they took back also. Another 10 minutes went by, ice and beverages and ice still laying spilt on the table, when another server came by and wiped the table and knocked additional ice cubes to the floor - only to hit my foot AGAIN. She walked away laughing, quite audibly! She returned with a dustpan and continued to laugh as she swept. My boyfriend said to her that he was "glad she thought this was funny" and she CONTINUED TO giggle and laugh and walk away. By now, I was livid to say the least. I waited patiently and the manager came over and apologized and our replacement order finally arrived.
Our waiter returned and apologized again for the problem. We ate our meals and asked for the check since we ended up staying much longer due to the problems with our service and food, not to mention the fact that we were both uncomfortable wearing our beverages and ice in my shoes. The check arrived and we paid but were shocked to see that no adjustments had been made to our check for our poor treatment and inconviences which we suffered. Needless to say, we were very disgruntled and shocked since we frequent this restaurant regularly. We often bring our children there and family. We also frequent this establishment with co-workers from a large local business since it is usually a very comfortable atmosphere and affordable. We no longer have the faith in this restaurant to frequent it.
We would like Applebee's to refund our money for our visit.
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by katydid Posted Sat April 25, 2009 @ 6:30 PM
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I wonder if you had asked to speak to the manager before paying, if an
adjustment would have been made on the spot, seeing as how you were
soaked, with plenty of witnesses around.
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by jimjohn Posted Thu April 23, 2009 @ 9:47 AM
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If outback steakhouse built an an establishment across the street from
every applebees in the country applebees would go out of business
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by DAVID T. Posted Wed April 22, 2009 @ 9:07 PM
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Simply contact the main office and they will give you a full refund.
Applebees is a wonderful company but don't let bad employees that lack
proper training ruin your experience.
Applebee's
4551 W. 107th St., Ste. 100
Overland Park, KS 66207 (Map)
Phone: 913-967-4000
Fax: 913-341-1694
Toll Free: 888-592-7753
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I am appalled that they didn't comp EVERYTHING. I wish you had spoken
up, and rather loudly, at the time and spoken with a manager, rather
than pay and leave.
Shame on them.
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by Donno Posted Wed April 22, 2009 @ 7:54 PM
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The manager's solution was to replace your food. Unfortunately this
is the same solution my local Applebee's uses - our food and service
stinks, and our food costs are through the roof because we throw half
of it away.
I see you frequent this location. If that is the case, management
should know you. I was a regular at mine and I did. They all gave
lip service - we'll fix this, we'll fix that. Nothing was ever done.
Half of my visits turned out to be horrific.
As far as feedback, in my case if it was positive, they responded. If
it was negative (more often) they never did or in one case sent me a
coupon.
I had a few of my visits comped - you should have spoken up and not
paid.
Personally I will never set foot in an Applebee's again. I got very
tired of "we'll just throw this away and in 15 minutes you will have a
new plate of food." Yeah, just kill another chicken. I hope your
experience is better.
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The time to ask for an adjustment is before you pay.
Good Day
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by RJ1 Posted Thu April 23, 2009 @ 8:46 AM
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I would NOT go back to such a restaurant either! A little 'over the
top'? Having servers laugh at you, after THEY made you
uncomfortable... and having to ask "pretty please, will you make an
adjustment on our bill for the humiliation you just put us through" is
what's a 'little over the top'.
If it happened to my wife and I, I would have gotten up, spoke to the
manager about the poor service, and LEFT, period. No pay, no food, and
no return!
The manager and the staff shouldn't be in their jobs if they can't
fathom the most basic requirements of a restaurant: people eat out for
an enjoyable experience, of which pleasantly presented and edible food
is part but not all of that experience: simple courtesy, good manners,
and service that is efficient and effective, because it enhances the
dining experience, not degrades it.
There are plenty of places that value their customers;
those that don't will eventually suffer the consequences of not
'getting it'.
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I know I sure would have! Actually,what is MORE baffling,is the fact
that he didn't OFFER compensation with his apology.
Hopefully CRAP-le sleaze will get back to you soon.
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