

Full-service chain bar & grill providing hearty American eats in an informal setting.
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Applebee’s Grill + Bar Restaurant in Kearny, NJ, 07032
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Reviews
Of the three people (including a manager) handling outbound orders, Andi was the only one who stepped up and actually tried to solve problems that routinely cause extreme delay with delivery. The other two kept passively responding with non-answers like, “we are still working on it… please be patient… we are busy right now… thank you for your patience”, but Andi actually took it upon herself to apply root-cause analysis to solve the problem.
Andi explained that the reason why I was waiting for over an hour for the Grubhub order I was supposed to deliver was that there were issues with their account and device used to handle Grubhub orders, which led me to understand that the two dunces (including a manager) that were patronizingly acting like they were trying to solve issues were actually just treating Grubhub orders like they did not exist as part of their ill-formed non-solution for this issue (if not their general modus operandi). As it turned out, my order was (allegedly) picked up by a different delivery driver before I arrived and the Grubhub customer did not end up receiving their order, which is why Grubhub kept sending drivers to pick up an order that Applebee’s “thought” was already delivered. Upon investigation and discovery of these facts, Andi prompted her colleagues to remake the order and give me an estimated time to give the waiting Grubhub customer since the other two employees (including a manager) were refusing to even attempt to contact Grubhub (to verify and then eventually remake the order upon corroboration of claims) like they were supposed to.
If I had not opened my mouth and pushed past (figuratively of course) the passive-aggressive attempts to shut me up, I could have been there all night waiting for nothing at a time when I am attempting to make a little money. The two dunces (not Andi) knew that the customer in fact did not receive the order (definitely after I showed them the text thread with the waiting customer), and the false solution set forth by management for this situation was to feign ignorance in hope that drivers eventually give up and cancel deliveries (which could get drivers removed from delivery platforms and hurts Applebee’s sales performance), but Andi valiantly and respectfully fought against that intraorganizationally (and interorganizationally) cancerous directive. A wise man once told me, “managers do things right—leaders do the right thing”. Applebee’s management chose to do neither, but Andi chose to do things the right way (per policy and official procedural standards) while doing the right thing and solve an all too common problem that plagues restaurants and delivery platforms—all while serving several seated diners simultaneously during the Valentine’s Day influx! Bravo, Andi.
***Please refer to the screenshots to view the entirety of my review. Due to text field restrictions, you are only reading part of my review. I selected “$100+” in the section that asks how much was spent to reflect the amount of money I lost by waiting there combined with what I estimated the customer spent on their order.***
Ms. Barbara was attentive, respectful, charismatic, understanding and made sure it was a service with a smile! My mom and I even had the pleasure of meeting her manager who was also wonderful and the conversations was top tier! They even accommodated me with a birthday dessert on the house.
Overall, Miss Barbara and the rest of the Applebee’s staff in Kearney was a breath of fresh air and I will continue to dine at that location!
Would definitely come back another and specifically ask for him.