Lee sent a message to Julia Stewart – Chairman and CEO, DineEquity, Inc. – Email Address that said:
I am writing this to you to inform you of a terrible experience I had at one of your Applebee rest. In Hot Springs, AR. I have always been a great supporter of this restaurant seeing as I love the food but on 3-23-16i had an experience that has changed my attitude toward this company. After receiving my check and giving the server my credit card to pay for my meal (we had another party of 4 people with us also) it literally took over 30 minutes to process the transaction. It wasn't till I finally went to the register and talked to the Manager (Kristin Humphreys) that she finally got my payment process through the POS.
She was having trouble fixing an error that was on the ticket. I ask her "why didnt you just delete the ticket and re-rig for the correct amount instead of having us wait for 30 minutes. She ignored me. The server actually said " I asked her the same question".
As if this wasn 't bad enough I did get the District Managers name (Craig Brown) and called and left several messages for him but not once received a return call.
I have been in retail management for many years and am currently in a regional manager position. I find it appalling that I would not even receive a return call. Common courtesy would dictate that.
On top of all that happened while I waited for 30 minutes my Brother was in the ICU and I missed visitation for him while waiting for the Manager do correct their error.
I just wanted to alert you of the incompetence you have in the Manager role as well as the DM role. I plan to inform each person I know of my experience and the lack of follow up of this local leadership team. Thanks for your time.