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Applebee’s slammed for refusing to answer takeout calls as furious customers vent over ‘lazy’ automated system

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APPLEBEE’S customers are furious are the new automated call system for takeout orders.

People have criticized the restaurant chain for being too “lazy” to answer the phone.

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Applebee’s doesn’t want customers calling the restaurants with takeout orders anymore.[/caption]

Applebee’s doesn’t want takeout orders made through phone calls to reach its restaurants anymore. Instead they want them outsourced to a call center.

More than half of Applebee’s restaurants, more than 1,500, already use call centers to filter takeout orders. The goal is to have most of its restaurants using a call center by the end of the year as reported by CNN Business.

Applebee’s president, John Cywinski, reassured customers that they can still call their local restaurant if they have any questions about their order.

However, not everyone is happen about this change.

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Twitter users have expressed their grievances about the call center on the platform.

“@Applebees get rid of your call center for orders, this s**t is stupid, y’all keep messing up my f**king orders,” one user tweeted out.

Another person shared a similar feeling about using the company’s call center.

” Called @Applebees placed order received a time for pick up and total got to restaurant and no order in system was told I must’ve been connected to call center and would have to replace order and wait. Not very professional. Thanks for the disappointment,” the user said on Twitter.


Applebee’s have been using call centers for the last three years to filter takeout orders made through phone calls. However, as the restaurant industry continues to be short-staffed, the dependency on call centers has increased.

The National Restaurant Association said that bars and restaurant jobs have decreased approximately 7% since before the pandemic as reported by CNN Business.

Other restaurants, like Dominoes, have also considered used calling center to answer takeout orders made through phone calls.

David Henkes, a senior principal at restaurant consulting firm Technomic, said that these call centers will help employees focus on their jobs.

” Taking calls adds more stress to an already difficult job,” Henkes said in part to CNN Business.

However, for customers using the call center, the system isn’t 100% fullproof.

Melissa Hariri, Applebee’s executive director of communications, demonstrated the difference between using a call center to place an order and doing the same thing by calling into the restaurant.

Hariri tried to order a kid’s hamburger through the call center and was denied since that item wasn’t on the menu. However, by calling into a local restaurant, Hariri was able to order the item.

Hariri looked into why she could order a hamburger by calling into the restaurant but wasn’t able to do so when calling into the call center.

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The restaurant menu didn’t specify offering a hamburger but did say they sold cheeseburgers.

“The agent knew that a cheeseburger without the cheese is a hamburger. The machine, apparently, did not. “Our team is looking to improve this on the automated side,” Hariri said.

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