This customer service complaint is offered in response to the events that occurred at t...
GetHuman-thewatch's customer service issue with IHOP Restaurants from May 2018
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The issue in GetHuman-thewatch's own words
This customer service complaint is offered in response to the events that occurred at the IHOP Staten Island, *** Richmond Avenue **** location on May **, **** at around **** hours. I sought to make an assumedly-simple transaction of four meal orders for both myself and my associate. Upon arrival, I noticed that the Mid-Eastern door- hostess was reticent to acknowledge or greet me as I sought to initiate my “to-go” order. The awkward introduction was furthered by her insistence upon usurping her overseer, who was tending the cash register, in a grandstanding gesture of inputting my order.*Despite her better effort, there was an obvious language-barrier in understanding between the door-hostess and the actual items on the menu. Her errors were nervously noted by the overseer and quick attempts were made by the overseer to explain them to her. Cautious of this reality, I slowly emphasized the types of meals I sought, and my desired, combined quantity of four. Not to be forgotten was the manner in which my change was seemingly thrown at me after I paid for my order, so that some of it fell out of my hand and hit the floor. Subsequent to this, a wry look could be seen on the door-hostess’ face. I also found it peculiar that I wasn’t initially offered a receipt along with my change, but I trusted that the series of events would be rooted by benevolence.*When my combined order was ready, I’m handed a bag that at first glance seemed lighter than it should be, but I hoped for the best. Both the overseer and the door-hostess had dubious looks on their faces. Upon being able to actually review the items in the bag, I noticed that my previous concerns were indeed warranted. Inside the bag, my desired quantity of four meals was reduced to three. *“Well, we only charged you for three,” the overseer snapped. This was the primary response to my inquiry into the series of events. The overseer chose sarcasm as her mode of response instead of a customary show of contrition, suggesting that I somehow was trying to commit a form of larceny by stealing food and she was being tolerant of my audacity. “No, it says three,” the door-hostess spat out, referring to information on a receipt that I neither received nor could verify. Realizing that I was undeterred by the responses, perhaps algorithmically, the overseer spat out, “Just pay for another.” *At this point, in an effort to keep the peace, I pay the money to finally complete my order. Both overseer and door-hostess seemed surprised that the accusation of my seeming-larceny was unfounded, as like beforehand, I actually had the money on me to make purchases. At this point, my associate arrives and to my embarrassment, I have to make them abreast of the messy situation. In response to the fatiguing nature of it all, my associate requests the subsequent order be cancelled. Eager to keep the money that I paid and that was still in her hand and not yet converted to change, the overseer refuses my associate’s request. The overseer offers, “It’s already put in.”*As my change from the second payment is hurriedly given to me, I request to see some form of receipt as now, multiple purchases have been made and up until that point no receipts were given to me* only spite and accusations of theft. Around the time that I’m begrudgingly handed the initial receipt by the door-hostess, she offers me further brow-beating of saying, “You see three?” I check the receipt that confirms my earlier concerns of error-proneness. Despite my declaration of four, one meal was omitted reducing the quantity to three. As the door-hostess now offers me the look of death, the overseer miraculously returns in record-time with the phantom meal.*Amazingly, the overseer was able to quickly return with the so-called undeclared meal. I don’t know whether the aim was to harbor food for alternative purposes rather than selling to customers. Or the aim was to not admit that orders were comingled and the fourth meal was given to another customer. Perhaps the aim involved fudging the final ledger count. To compound the breaking of customer trust with such unprofessionalism, discourtesy and lack of empathy, is contrary to the functioning of a service industry.
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