I understand how hard it's been to run a business lately. I'm not a person who lashes out at servers or gets belligerent or impatient for no good reason. This is why when I ordered carry out from this location a while back and they were more than 30 minutes late to have a salad prepared for a carry out order I overlooked it. No comment. No review. Figured it was Covid staffing related.
But tonight I ordered directly through their website for delivery. Turned out they contracted through Door Dash. Still no biggie, I've Door Dashed and had plenty of positive experiences. I'm sorry to say, that wasn't my experience tonight and not due to any fault of the Dasher who is not allowed to open or check orders.
We'd placed an order for ribs, bourbon chicken and steak, chicken tenders, a couple of appetizers, and a couple of desserts. The total was over $100. The Dasher was super great about texting us to let us know when she received the order, when she was on her way, and when she got here. In fact, the food was still nice and hot thanks to her care. She handed off the food and left. When I started unpacking I became concerned that our desserts which had Ice cream may have been poorly packed with hot food on top, but quickly came to the realization that they were missing altogether. I quickly messaged my dasher to make sure she hadn't just forgotten to give them, but she informed me that she was so sorry and that she gave me everything Applebees gave her. She also apologized that there was no tangible way she was able to check orders because she was not able to break seals on her orders. She encouraged me to call Door Dash or Applebees but also advised she was on her way to her next delivery.
So I called Applebees since the order was placed on their site. A young lady answered pretty quickly, asked what my order was and what was missing and then said that if my dasher was still at my home I could just send them back. When I told her that option wasn't available (I mean, really...do you open an order that sized on the driveway with your dasher hovering before you let them go? No? Me, either.) she said that I could come down to their location and pick it up. Hmm, let's think... we paid extra for a delivery service to bring our order to us for a reason otherwise we would've just ordered for carry out, right? Those services aren't exactly cheap. When I told her that wasn't a feasible option she told me (sounding very breezy and unconcerned, not to mention unapologetic) that I'd have to call Door Dash.
Wanting to make sure I had things straight, I summarized. "So even though I ordered directly through your website and not Door Dash's and the mistake was on your end because YOU didn't check the order and didn't give our Dasher the full order and they're not able to check the order because it has to stay sealed, you're making this Door Dash's problem?" At that point she said she would check with her manager.
As a manager myself, if my employee had come to me with this concern and let me know the customer was escalating, I would've taken ownership of the problem and coached my employee afterward. Instead, the manager simply told the employee to confirm that, yes, despite the fact that she screwed up when she packed the order or in her words, "yeah, sorry about that. I overlooked part of the order, but there's nothing I can do" my only options were to drive all the way out to them and pick up the order they forgot or call Door Dash.
Door Dash was empathetic and understanding. They apologized and advised since the order had been made directly through the Applebees website they offered a liaison to call and try to either get the order remade and redelivered or, if Applebees refused, to get us a refund for the missing items. Shocker... Despite wanting our items, we were forced to settle for a refund.
The ONLY reason they're even getting as high as 2 stars is because our entrees tasted good. The service was beyond deplorable in a time where most people are working overtime to give their best. Shame. Despite their catchy new jingle, they're not worth trying again. read more