Usability Frustration
I was glad to see an updated app, hopeful for improvement over my big beef with the old one but instantly met with familiar frustration on my first order. After selecting delivery option and location you’re given the option to repeat a recent order, which overrides both the location and delivery method. While technically you showed the change on the next screen, no one is expecting those things to change so you’re not looking for it until the confirmation screen where it’s front and center that you now have to get your sick self out of bed to go pick up your family order at an inconvenient location. Also, I couldn’t see a way to order just a side of eggs in the menu. And please have a way to see your current and historical orders/receipts. When you go back to the app to confirm the seemingly random location the app picks for your order, the confirmation screen is gone and there doesn’t seem to be a way to find the open order. But, hey, there’s pancoins now. Sorry for the rant but I love the brand and want more for it. Also, I’m sick and it’s cold out. Oh yeah, I tried to leave this feedback directly on your in-app long feedback form but it kept asking me for irrelevant things server name and check number before crapping out on some location field error and resetting the form after I had to do the Captcha thing twice. Ugh.
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Loyalty Rewards
I just downloaded the app, it was fine but in the end when I was about to hit pay I noticed there was a button for loyalty rewards, I clicked it and then it stated I didn’t have any loyalty rewards, so I tried to click the button where it states back, but it didn’t work it just stayed stuck, I had to close the app and try again. Also, I tried ordering it thru safari but it stayed stuck on the “confirm restaurant” feature. So not sure but the app needs to be fixed! Thank you!
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Payment methods needs fixing
The app doesn’t allow you to use a gift card and debit/credit card in the same order. Please fix! I also wish that it had a section at the end for tip. Other than that, it’s a great app. I love that I don’t have to call once I’m at the curbside for pick up. It already sends out the alert and keeps me updated every few minutes until the food is brought out.
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App OK but needs customizations/notes
App is quick, not very buggy, intuitive, and pretty comprehensive. However, there is no place to indicate an allergy or request minor modifications that are available in restaurants. For example, a scramble or soft scramble instead of an omelette (same ingredients) or to request condiments (example, you’re staying in a hotel and don’t have any ketchup). There should be at least an order notes section so people can make minor, no-cost impact requests. It’s a waste of time for busy restaurants and customers to have to call and possibly miss the window of opportunity.
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How does this app have the rating it does?
The food is good, the app is terrible! Let me list some of the ways I was continuously tempted to give up on ordering: hard to navigate, hard and confusing to use rewards, if you leave the app the cart doesn’t save and you have to start all over, you have to hunt for the syrup option, pickup time selection was glitchy, it didn’t give me option to add tip, no Apple Pay or PayPal option, and worst of all, if there’s a way to check in to say you’re there, I could not find it. I went to the “contact us” tab to complain, and they even made that complicated requiring that a ton of info is entered before it can be submitted.
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Location change needs adjustment
The app has come a long way the past few years and I like the addition of the pancake rewards and how it feels similar to a crypto app. It’s a few years ahead of other companies now and definitely moving in the right direction. One hangup I have though is we have 3 IHOP locations around us and I change the one I order at depending on whatever else I have to get/do at the time. Right now the app asks you which IHOP location you want to order from, then when you start your order, shows you previous orders you can reorder. The only problem is, unless you force it to change the pickup location back, it will order from the same location as that previous order. Either ask if we want to reorder a previous order first, or don’t overwrite the location selection from the previous menu. It forced me to chose between losing an hour driving to another location for a hour old food or wasting $45 and leave it there.
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App works after all, service is weird.
The app works fine. However, this is across the app and website, if you place an order there is no way to view it. It will look like you have not placed it, it won’t appear in transaction history, and will not show you the coins earned from the purchase until you pick up your order. That is very bad, you already took my money there should be zero need to withhold the information until I receive the food, especially when we double check to ensure everything we ordered is included as restaurants often forget something. Every other restaurant lets you see the order you just placed, some even show you the status of your order or check you into a pickup parking spot. Unexpected from a chain as large as IHOP.
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Fix the ordering issues on the App
When you place a order you can select a location but it will always revert back to your favorite location once you are about to check out. Which will cause the order to be processed to your favorite location even if you are not there so you have to manually check it more than twice to make sure the app doesn’t put the wrong location and take your money. I don’t order for delivery anymore because it often bugs out and glitches making the third-party drivers not see who the order is for. My advice would be to order the food , check the right location, and go in the store yourself and pick up your food because they need to reprogram this entire system.
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Update is a disaster
Basically they broke what was working already. The new interface is wonky. Things are findable, but it takes real effort. Past orders — a feature in the previous version — are nowhere to be found. The app frequently shows my local store as closed and unable to take orders, but when I call the store they’re open as usual. And a major annoyance is that it shuts off any music I may have playing when I launch the app.
Finally, if I want to contact IHOP for help, I have to enter information about my last visit even if my issue is with the app itself or something other than a past order (which, again, I can’t find any record of in the app).
The new menu layout does look nice, so there’s that.
Finally, if I want to contact IHOP for help, I have to enter information about my last visit even if my issue is with the app itself or something other than a past order (which, again, I can’t find any record of in the app).
The new menu layout does look nice, so there’s that.
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Getting better still but need more side choices
The App is definitely improving but we still need a lot more choices for side items. For example, when ordering a burger I should be able to choose hash browns or red skin potatoes in addition to all other sides available in the restaurant. Thanks for working to make the app better like recently giving us more tipping options. That helps a lot. Thanks!
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