Denny's Restaurant Complaint - Bad customer service. Will not return to any Denny's.
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.