JACKSONVILLE, FLORIDA -- On 6/19/09 at 8:00am I entered this Denny's by the airport in Jacksonville. We were sat in waitress Terry's section. She seemed upset that we were sat in her section. My wife and I are African American. Terry did not greet us but made a point of walking to the person who sat us to let her know it was not her turn to take a table. After about 7 minutes, we still had not been waited on. A White couple walked in and Terry sprung into action, bypassing the Hostess to sit the White couple in her section. Terry was very personable and friendly to this couple. After another 2-3 minutes, Terry took their drink order and food order. She then, in a very unfriendly tone asked me and my spouse "What are you having". No Hello Welcome to Denny's, no nothing. We waited for service and didn't get anything but a waitress with an attitude who doesn't appreciate waiting on minority customers. When I asked for a manager, I was told that the manager was at the bank and not available. After all the lawsuits that Denny's has had, they have obviously not learned their lesson. Well I've learned mine and I will not be caught dead at any Denny's in northeast Florida. In the year 2009 any thing is possible, but waitresses picking and choosing their customers is abhorrent and reeks of a company culture from top to bottom. Denny's is an embarrassment to "Family" restaurants everywhere.
ROCKFORD, ILLINOIS -- I livein RockFord, IL, I went to Denny's with my husband, two grandchildren, and two of my daughters on April 15, 2009 at 11:46 a. m.Friday mid-moring, I was waited on by the same man tha usually waits on my husband and I when we come to Denny's with a friendly smile always very helpful and tentative towards us during our meals. I don't know what this waiter did or didn't do but this manager scold this man as if you was talking to a child, she told him " and you said that you have been working here for 30 years and you didn't know to charge extra for cheese"? she repeated his name again and repeated the same thing he never raised his voice he just stood as she continue to scold him. Well I thought this was the end of that but it wasn't as we ate, this manager started again on this waiter but it was at the entrance of the restaurant this time I did not know what he did or did not do my grandchildren wanted to now why she was yelling at this man, I told them I had no idea but it is wrong to treat anybody this way I told them he is a humanbeing that deserve respect at all times, whatever he was doing wrong she should have chosen a better way to talk to this waiter or should have taken him aside from the public and still this is no way to talk to anybody. I thought that the worker had a speech impediment but later I notice that he had a hearing-aide, I asked him when he came to our table what was his manager name he told us we told him how bad we felt, he was quit surprise that we heard what she told him, he said " I have been here so long that I just let it go over my head" I told him that nobody has a right to talk to anybody in that manner, he said that we have come a longs ways but still, we have a long ways to go he said " have two choices speak up or find another job" This Manager is in a position to lead she needs to aplogies to this waiter and really ask herself since she will be serving the public is this position for her? I want to ask her why did she treat him in such a desrespectful manner? Waiter you served us well I hope the tip that we left you make up for what we witness and I pray that someone come along and offer you a good position where your service will be respected and appreciated.
ALTAMONTE SPRINGS, FLORIDA -- There are often times I am in the mood to eat breakfast food around lunch or dinner time and I want to go to Denny's. One Denny's restaurant that really stands out is Denny's Restaurant #7947 at the corner of State Road 436 and Cranes Roost Boulevard.
The staff are very friendly and nice, the restaurant is maintained very well and the eating area is very clean, and the food is of higher quality and tastes significantly better than at the other local Denny's restaurants.
It is always a pleasure to eat at this particular restaurant. Now I will share two unique circumstances that display the outstanding service of the staff.
A couple months ago, I was eating the usual with my mother, and she was treating me. When it was time to pay, she realized that she did not have her pocketbook, with all of her credit cards. The manager was very friendly about it, and she said that she could note it and we could come in at a later date to pay the bill. Needless to say we went right home and came right back to pay. She was very surprised by our quick return and we paid the bill. We could tell that we were valued as customers.
Just recently, on Saturday, February 28, we went to the restaurant again for the usual, again with my mother. Once again we got a nice greeting from the friendly staff. We were seated at a nice booth, and we placed our orders. Five minutes later, a man ran in, holding his child, one or two years old. The man was calling out for help, and the child was unconscious and twitching. Immediately one staff member called 911, and the child was moved into a laying position on the cushion seat near the door. The staff were very attentive, and two other customers knew exactly what to do. It was made aware that the child was having a seizure and the child was not breathing. CPR was performed on the child and he was revived. Two minutes later the ambulance arrived, and one staff member ran out to flag it. After the ambulance took out the child on a stretcher and took the father and son to the hospital, the food came out for everybody, in its usual high quality. The waitress even apologized for the wait.
The overall outstanding service at this restaurant in these situations is something to be honored. Kudos to the staff at Denny's #7947.
ALBANY, NEW YORK -- This one time, my sister and I decided to stop and have dinner at a nearby Denny's restaurant after catching "War of the Worlds" starring Tom Cruise at the movie theater. Little did I know this would turn out to be a big mistake.
First off, we had to wait about 2 minutes for the greeter to seat a couple in front of us before finally returning to seat us only we were forced to sit at a table as opposed to a booth which would have been greatly preferred. I feel guests such as myself should not be forced to wait for a table and Denny's should hire additional wait staff to serve as greeters. In any event, after we were finally seated and served our meals we had a unremarkable experience except for being forced to endure the conversations of annoying diners also in our general area.
Upon completing our meals, we decided to order desserts. My sister chose some type of pie (I don't remember exactly which, it's been awhile this this occurred) while I ordered a classic hot fudge sundae. When the desserts finally arrived, I was very disappointed to say the least. My so called "hot fudge" sundae tasted like Hershey's syrup that they just pulled out of the refrigerator. I forced down and suffered through as much of the sundae as I could which was a little more than half before having my sister try it.
Once I finally managed to get the attention of our incompetent server I informed her of the problem. I told her that Hershey's syrup did not constitute a hot fudge sundae. I returned to her the remaining third of my sundae and told her I deserved a more acceptable replacement. After waiting approximately 3 MORE minutes for my new sundae to arrive, the topping was indeed hot, but the vanilla ice cream was far more melty than my first sundae. I couldn't believe this. While choking down this second sundae and trying to keep the meal I just ate from coming back up, the waitress returned to see if the new sundae was satisfactory. My sister replied something along the lines of "far from it, but you've done enough." I wish I could have given her a piece of my mind at this time, but I was phoning my brother and filling him in on the details of the movie.
Upon finishing this sorry excuse for a dessert, we went and spoke to the manager standing near the cash register. I explained to him the lackluster service and the two terrible desserts I was forced to endure and demanded to know how he planned to placate me. At first he offered to deduct the cost of both my sister and my own desserts from our bill. I couldn't believe this. I scoffed and told him that this was completely unacceptable to the point of being humiliating. I told him that our entire meal and beverages should be completely free of charge. The manager refused this citing that no one received any complaints about the meals. At this point my sister stepped in to defuse the situation and offered to pay the bill. I was still in a state of disbelief over the quality of my sundae and the treatment I received by the wait staff and manager that I returned to the table and replaced the tip my sister had left with a stick of gum and a button that I found at the bottom of my purse.
I also loosened the cap on the salt shaker. Now were even Denny's. I'll be glad to never visit there again!
TEXAS -- Hello, I am a very upset mother. I loved Dennys, I never thought bad about the servers, cooks and hostesses until my daughter started working with Dennys. I have a 16 year old daughter that started working at Dennys since March 2006 till now - Sept. 06. She is a very smart girl, but very rebelious at this point in her life. I made a choice to allow her to work to see if this would change her ways of thinking and to become more responsible. She is wondering about who she really is. Well, its been HELL!!!! Since she has started working there, she has become comfortable in thinking that smoking is cool, cocain snorting on the job is cool, opening whip cream bottles with her co-workers to suck up the air it contains to feel wheezy, and staying at her will way beyond her punch out time,(might I add that now I have an idea as to why she might be staying there late, she might be snorting crap to feel good with the rest of the junkies), having that this goes against the Texas Law allowing a minor to work past 10:30pm on school nights and 11:30pm weekends. One time she worked from 6pm to 5:45am saying that they needed help. If she goes in at 6pm she is sapposed to stop work at 11:00pm but she is never ready when I go pick her up. She has excuses that they are short handed, bla bla bla. Maybe this drug makes her feel like staying there and not come home, but, one manager is aware of this. I have already complained to one manager that I suspected she doing drugs and she was getting it at work. I also suggested they do a random drug screening and all she told me was that if she did a random drug test that she would have to fire every employee. Then I suggested they needed to pull my daughter in and give her a great big scare and tell her drugs are not allowed in the workplace and that they are illegal and restricted in the workplace or else one would be fired on the spot. You see, I am seeking managements help to help my 16 year old make better choices and that was not what I expected coming from a manager. The smoking was also mentioned, so they said they talked with her. She is not to take 15 minute breaks outside, but they still let her. A manager should not allow a minor to work past the Texas Law requirements. They do not seem to be strict with policy and they tell her nothing, or write her up or demand she clock out at the time she is sapposed to. In other words if my 16 year old is willing to slave till the next day they will take advantage of a 16 year old. I have learned a lot of crap that goes on in that work place. I REGRET letting her work there. But now she loves her job so much and is a very dependable worker. Her registers are always balanced. These managers obviously don't really see that if they don't hear me and acknowledge my concerns for my 16 year old, then I have no other choice but to go to corporate office and clean house. I have to mention that I have been tempted to report the selling of drugs to a minor in the Denny's location. I read their employee policy handbook it does mention a drug free work place, but management is to busy or tired or even both to care about a drug free environement. Monday August 28, 2006 she came home with cocain, I did not realize it till the daylight hours that she had stayed up all night, wired. I was so angry, yes, she makes her choices but the managers have not done crap about this problem. One of her co-workers is selling it to her. This is just recent she started doing this crap. She is using all her tip money on this crap. One manager told me that she knows that one woman is a cocain addict and one guy does marijuana. I NEED VERY GOOD ADVISE AS TO HOW TO APPROACH THIS MATTER TO THE MANAGERS. I DON'T WANT THEM TO FIRE MY DAUGHTER BUT I DON'T NEED HER TO BE LED THE WRONG PATH OF JUNKY LOW LIFE PEOPLE. Those employees need strict, honest, smart, responsible and caring Managers. They set the example. I already rang a bell to the corporate office asking them what they would do if they suspected drugs in the workplace, they referred my question to the owner of this location. My daughter was upset saying that someone sent the managers a letter about cocain and now they are requesting random drug screening. She feels its her fault if any co-workers get fired. WHAT DOES ANYONE THINK ABOUT MY PROBLEM??? WHAT ADVISE CAN YOU GIVE ME???? NEED MUCH FEEDBACK. STRESSED, WORRIED, MOM.
DUARTE, CALIFORNIA -- Below is an email I sent to Denny's through their website. I did receive a response asking for my telephone number, but was never contacted. Since the incident, I have not returned to any Denny's and am not planning to. I have convinced several friends and family members to stay away from Denny's.
4/15/06 Email sent to Dennys
Let me begin by saying that before 3/31-4/1/06 I was a very satisfied Denny's customer. I loved the food, atmosphere, and the friendly employees. My girlfriend and I would go to Denny's every week, but since then I have not returned to any of your restaurants.
On 3/31 a friend and I went to a concert an hour and a half away from our homes. The concert ended late so we arrived back to our area around 12:30am PDT on 4/1/06. We decided to go to the Denny's in Duarte since neither of us had eaten the whole night. Like I said, Denny's has always been a favorite of mine and I always enjoyed the experience. So the host sat us and we ordered our drinks and food. As we waited for our drinks we noticed a friend of ours was sitting close by with a group of his friends. At that time the waitress came over with our drinks. As she went to place the trey of drinks on our table, my drink tilted and fell. My diet coke spilled all over my pants and the lower part of my shirt. Ice cubes were everywhere. The waitress began to apologize and I could tell it was an accident. She quickly ran to get some towels. She came back quickly with towels and I could see how embarrassed she was. I understand how these things happen. Even though this had never happened to me before I knew it was an accident and had confidence the manager would take care of everything. So we waited for our food with my pants completely wet and soaking through to my boxers. It was a cold night and I was shivering the whole time. Forty-five minutes later we received our food. The waitress tried to make things better by offering me a free dessert. I declined her offer. I have never ordered a dessert since the food always fills my hunger. I still thought the manager would surely do something to satisfy me. I thought at least he would comp me for a part of my meal. So we ate and the waitress brought us our bill. The bill was for the total amount so I asked to speak to the manager. I believe the manager's name was Daniel. I explained to Daniel what had happened and how cold and upset I was. I told him that I did not expect to pay full price for my meal. At first he thought I had spilled the drink on myself, and told me to pay full price. I quickly explained his waitress had spilled it over me. He gave the waitress a look as she stood next to him. I thought he would correct his attitude and fix the bill appropriately. Instead he said I would have to pay the full bill and he would reimburse me for cleaning my pants. He gave the bill to an employee and walked away. He didn't apologize or do anything to change my mood. The employee that was charging me was very nice. In fact every employee in that restaurant was nice and polite except for the manager. I expected the manager to be the most customer friendly, but I was wrong. I have not gone back to give the manager my bill from the cleaners. The restaurant is almost 9 miles away, so I'm not going to drive back for the value to clean my pants and shirt. I was very upset with how the manager treated me. I am a college student and I have learned that the number one component of any business is your customers. I was disrespected and embarrassed. I have not and will not ever go back to any Denny's. I understand that this doesn't happen at every restaurant, but I expect the best from Denny's. I expected a Denny's manager to know that it is easier and cheaper to keep an established customer than to acquire a new one. All he had to do was comp me a few dollars and I would have walked away happy. Instead I walked away cold and upset. A few dollars would have kept my loyalty. I thank you for your time.
VISALIA, CALIFORNIA -- I was asked at Denny's if I would like coffee for my beverage. I then ask "Do you give refills?" She answered "Oh, yes" and I replied "Then I'll have a cup" (Knowing that this is not their "secret" policy, because of many past examples of service and watching their other tables also.). I think that Denny's Restaurant's slogan should be called "One cup that's it" (This is true of all Denny's Restaurants).
EL PASO, TEXAS -- We waited for at least 15 minutes to get our drink ordered then another 10 minutes to get our drinks out. Our food took approximately 30 minutes. Once we had our food we were never waited on. We never received refills or anything. When we paying out we asked to speak to the manager, the manager never came out.
CLEAR LAKE, IOWA -- Who ever changed your coffee should be fired. Plum rotten. Taste like dirt. Too lazy to cook bacon and taters. You got anybody that knows how to cook a egg. They're always hard and cold. All your help looks for is a tip. Which they won't get from me.. ridiculous.. you haven't beat Waffle House yet in my book.