Perkins Restaurant Horrible Store service and Corporate Service Noblesville Indiana

This is a complaint for the Noblesville, IN restaurant we ate at on 1/21/08. We had horrible service. We sat down at 5:30pm. We were not served our food until 7:15pm. One hour and 45 minutes later? I even had to get our own drink refills multiple times. Once we had our food, it was not done correctly but we were afraid to send it back due to time constraints. For example, my wife ordered cheesy broccoli soup. She commented that it was dipped and set out awhile because the top layer of cheese was not melty. It had "formed" at the top. My steak was over done. I ordered medium, but it came well done. No pink at all. My daughter ordered the kids pancakes with sprinkles. There were no sprinkles. I had to ask for a steak knife and my rolls. When we were able to talk to the manager, her response was that we have a new waitress and this is her first time. It was not crowded so she should have been fine. I assume that you train them before hand? We were also told that the average wait time is 12 minutes for food. We waited 105 minutes. That is 8.75 times longer than the average. If the average is 12 minutes, that would mean that some people would be getting their food in 60 seconds.
We had my parents who had to get home and were delayed because of this. We have a son and daughter who had school the next day and since it was a very late dinner, they were extremely tired this morning. We also have a 3 month old baby that usually is in bed by 7PM. That did not happen, so we had a fussy newborn and an exhausted wife who took care of her.

I read the "Perkins Promise" on the website. This restaurant failed the promise. It talks about every employee having the authority to ensure guest satisfaction. I did not see that. Why did the hostess not chip in and get drinks? Why did the manager not step up and either help with cooking or getting refills or even just taking orders?

I truly can say that this was the worst dining experience I have ever had at any restaurant. I truly hope you are able to make things better. This location will not last if there are more experiences like mine.

Paul
Noblesville, Indiana
U.S.A.