VERY LONGWINDED BUT TAKE IT INTO CONSIDERATION IT TOOK A WHILE TO WRITE I was hoping to be able to contact a regional manager or Applebees representative. Not being able to find out how to do so I am hoping that one will see this and do something to improve the conditions. Poor is an understatement for the lack of service and food quality we have recieved in our last three visits. Living in Ontario the Webster (now called Penfield), location would be the only Applebees I would visit. This started a little over a year ago (a total of 3 visits we've had problems with). The fist visit I remember because me and my family have been to this location a number of times before with excellent service and very good food. The first visit was about a year ago. My food as I recall was ok, my wifes however was not. Aside from everything else, it took an extraordinary amount of time to cook our food(we do eat out a lot so things like that really get noticed). It took what I would estimate to be about 45 minutes. She had ordered a steak that arrived to the table cold the mashed potatoes were also cold. When the steak returned it was overcooked. Being hungry by that time she ate it. The second occurance was even less pleasurable. While the food did not take too long my food was barely lukewarm. I am not that picky usually I ate my food with no comment to anyone. My wifes food came out hot (a bonus), but had a pice of hair on the top. An honest mistake it was taken back and was supposed to be taken care of. The second time it came back my wife was almost finished with her food (which was pretty good), she found a second piece of hair! We were not going to go back but about 8-9 months later we thought that things may have changed for the better (plus we were given a gift certifacate). We also had guests with us. Finally my wifes food was good (it was cooked well done when it was supposed to be medium well but thats a slight miss). Her food was hot. I understand that the degree of how done the meat is can be a bit confusing. Her steak had no pink in the middle and was cooked to the point where the juices from the steak were cooked out of the meat. to me that is well. I wish this was the only problem. My steak(supposed to be medium) was red (not pink) in the middle. Still cool in the middle also. To me that is rare. Annoyed with our guests problems I ate my steak rare anyways. The big problems were with our guests food. My friend had ordered a cheeseburger and his wife ordered an appetizer sampler. Her cheesesticks were not hot the cheese was a solid stick of cheese with bread on it. The second batch was ok. My friends cheeseburger came out cold, not even warm. The same was true about his french fries. When the cheeseburger came back it looked horrible it was very clear that another piece of cheese had been added to it and it was simply put in the microwave. The cheeseburger was supposed to be replaced. The third time the cheeseburger came out it was very overcooked. The outside was burnt. It looked like charcoal. My friend did not eat his food. I seriously doubt that my family or any of our friends and family will return. I am sure that the same can be said for our guests.