If there is an option of zero star, that would be my choice as I have the MOST INSULTING experience in this ihop restaurant today.
To start, I brought my 5yr old daughter and my dad to this ihop restaurant at about 10:30 am in Newark close to Ranch99. We had a good time visiting some museums and my girl, who was diagnosed as middle-severe autism since two, wanted to go to a restaurant for some waffles, syrup and ice cream. We used to go to another ihop restaurant in Oakland, and my daughter really loved the vanilla ice cream in the ihop restaurant in Oakland. I thought this one at Newark would be a nice experience as well. I was COMPLETELY wrong.
After we were seated, no one came here to serve us until I asked. This is not a big issue as I understand it was busy time for branch. My girl started to get cranky as she was still learning the process of waiting in the restaurant and kept saying "I want ice cream". But everything was under control. However, what happened next shocked me.
When a waitress came here to take our order, I asked her "can you give us an ice cream as soon as possible because my girl starts to get cranky?" I was expecting "yes" or "sorry, the kitchen is busy so it may take a while" etc, which were the similar answers as what we had in the ihop restaurant in Oakland. Instead, the answer we got is "if you talk to me like this, you need to leave." I was shocked and even a little confused because when I ordered my food, I didn't even raise my voice. So I asked: "can anyone else come to help us?" And the waitress said "no" and didn't allow other people tocome here to serve us. Now I realized she was probably the manager.
As frustrated as you can imagine, we started to grab our stuff to leave the restaurant. When I passed by the front desk, I can't help myself but asked the waitress/manager: "is this how you treat your customers? My girl has autism." Even more shockingly, she said "please leave or I am going to call the policy". This really pissed me off so yes, I raised my voice and said "you don't have the right". I said this because in the whole scenario, I don't think we did any thing that harmed anyone or violated any rule. In fact, I was trying to cooperate! My girl started to cry and I felt horrible and even guilty to bring her to this whole situation. If not for protecting my autistic girl, I WILL call the policy and bring justice right here right now.
Finally, I want to say, I dined at this ihop restaurant in the past by myself. Everything seems fine at that time. I guess you will never know the true color until things that happened to me like this. I think this ihop owes an apology to me, my daughter, my dad and everyone that witnessed this horrible unprofessional events today.
UPDATEs on 8/21/2023:
The area manager at ihop Newark emailed me today and said the following: "I was in the store at the time of the incident, and I was able to speak with the employee in question, as well as the guests in the surrounding area at the time. Based on that information, we would greatly appreciate it if you would refrain from dining with us in the future. While we strive to provide the best service we can for all of our guests, those that decide to belittle or treat our staff without respect are not welcome. I wish you and your family the best in the future."
Well, this time I am actually NOT surprised as ihop has agin proved its arrogance, bias and discrimination on under-presented group such as autism community. Have you even showed any evidence on my disrespect? I am trying to cooperate and it is YOU iHOP who rejected my ask and threatened to call a police!
I am DONE with this restaurant. But I hope anyone who sees my post can ring a bell as this can happen to you too. Next time when you walk in this ihop restaurant with a kid, be prepared to get tossed out and threatened to call a police simply because you asked for an ice cream. Good job ihop! God speeds on your way to the grave. read more