Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered our food Waited forever finally received it and it was not prepared properly. For example, I ordered a Cobb salad with prime steak and my avocado was black so I asked for new avocado never hot it, salad dressing or my utensils until my 5 sona were almost done with their meal. Secondly, my 4 son's ordered meat with their $8.99 everyday values slam And never got the meat so I brought it to the waitresses attention and I told her it was OK because they had already waited so long for their food Just take it off the bill she said OK and yet never took it off the bill. We tried asking for refills on the all you can eat never ever got it for at least 2hrs. We got tired of waiting so it was time to go she never brought the refills one of my went to the counter to request his food (scammers if you didn't want to honor all you can eat then why have it on the menu). It was supposed to b $8.99 for all you can eat cheesy scrambled eggs, harsh browns and pancakes. They didn't actually plan on giving it to you we asked 4 times and never got it. Then I got up to pay and there was a big bug crawling up my son's back so when I tried to grab my bag and get away I injured my finger. I told the male cashier who put the missing meat back on the recipet and he laughed and said "Oh well what do you want me to do about it." (Rude) So I was overcharged, injured and gave a $20 tip and that's the thanks I get? I'm requesting a full refund and an injury report. Sincerely, disappointed paying customer

  Business Response

  Date: 12/30/2022

  Guest, ****** ******, submitted this report June 2022 and restaurant management from the franchise owned location she visited has already contacted her regarding her experience.

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. All this time and the right owner has not contacted me it was other Denny's, but it's all good I'll never ever go there again (**** **** *** Antioch, CA).
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to Denny's to order some food it was Christmas Eve there was other people in the restaurant when I got up to the desk the lady told me that I could not order that I had to get it to go but not even 30 seconds before that people have walked in and they set them down to eat and then so we ordered our food and we waited outside for it and had got ready to leave and about 10 minutes later they let some other people come in and eat and continue to let people come in and eat so they flat out just wouldn't serve us. They were rude and completely discriminated against. This is the most disrespectful thing I have ever delt with and I want something done about this otherwise I'm getting a lawyer that was total discrimination

  Business Response

  Date: 12/30/2022

  Guest, ******** ******, complaint has been forwarded to, **** Enterprise, LLC, the franchise owner of the location she visited. She should receive a follow-up response from the franchise owner/restaurant management within the next 3-5 business days. 

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed a curbside order today on 12/25/2022 at 1:52pm. We were called and informed they didn't have mashed potatoes and substituted it for something else and was told the order would be ready in a few minutes. Get there and call to get the order brought out and no one answers the phone. Go in and there are three people at the front ignoring the phone calls. They then walk out to whereas no one is at the front now. Waited and waited, called and no one comes to the front. Finally one of the people that left out came back in and I ask is anybody working. She gets someone from the back. I requested a refund. She goes to the back and says the refund will be on my card in 2 to 3 business days. While she was in the back, I heard a worker repeating Merry Christmas enjoy your refund in a year. I requested a receipt of the refund and was told she would have to call corporate to issue the refund. I am not understanding why management would allow such poor and unprofessional customer service. They need to do better as there weren't that many people there due to the holiday.

  Business Response

  Date: 01/24/2023

  To better assist this guest, we will need details regarding the restaurant location she ordered from. We ask that she contact our Guest Service department at (800) ******** for further assistance.

  Customer Answer

  Date: 01/29/2023

  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I contacted guest services as directed and was able to get my refund and was advised the customer service issue will be addressed.
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/29/2022 Denny's Complaint/ Charge dispute
  
  
  Yes, my name is ******* *******, I am Filing a complaint against Denny’s Located at: ***** ** **** Ave, ****** Co, 80239 for an order I placed on 11/24/2022,....
  
  So, sometime on 11/24/2022 before 9:34 pm I placed a Food-Order online at dennys.com for a thanksgiving dinner to be delivered to my friend ***** at ***** * her address was ***** **** **th Ave****** Colorado to ***** * room ***,.. At 9:34 pm,... for the amount of $44.54
  Order number:#*****************
  
  I ******* ******* did not receive an email-Confermation from Dennys.com/ [email protected] until Nov 24th 2022 at 9:43 pm that they received my order that food was supposed to be delivered to my friend at 9:34pm,.. In other words dennys sent me an order confirmation at 9:43pm after the time the food was supposed to be delivered. I have provided a picture of this-
  
  Later on this same night at: 9:39 pm I check my email, Dennys order-Tracker/ Olo.com that Pick-up was in progress but was never delivered at 9:30-9:40pm that pick up was still in progress but never delivered I underlined all of this and will be providing a photo shot,..
  
  I spoke with my friend ***** threw ********.com at 10:46 pm on ******** asking if she received her thanksgiving dinner to her room that night she told me No,.. she never received it,. I will be providing photo proof for this as well
  
  Threw the whole entire night on Nov 24th 2022 past 10:46 pm Dennys website/ Dennys order-Tracker/ Olo.com Only said that pick up was in progress/ never delivered I will be providing photo proof of this,..
  
  I am providing photo proof of all of this and this is why I would like a refund for: $44.54 back on my original payment method for the date of 11/24/2022
  
  Thank you for your time and help,.....
  
  ******* *******-

  Business Response

  Date: 12/01/2022

  A refund request for guest, ******* *******, was forwarded to franchise owner, ****, LLC and restaurant management of our ***** ** **TH AVE., ******, CO location as all refund requests are handled by restaurant management. 

  Customer Answer

  Date: 12/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  

  I am rejecting this proposal because I want my Denny's complaint to stay up untill the Denny's corporation pays me back,...with all of the photo-proof I have submitted,....

   

  Dear Cindy I have asked you multiple times to please give me a call back in regards to the complaint I filed against Denny's but still have not Hurd back from you Wich is why, I am responding on here...

  Best Regards,

  
  
  
  ******* *******

  Business Response

  Date: 12/09/2022

  ******* *******'s complaint has been escalated to the District Manager. 

  Customer Answer

  Date: 12/15/2022

   

  This is ******* ******* checking in on things,..... ** We can close down this complaint now,.. Denny's Corporation went ahead and refunded me the Money they owed me**,.... 

   

  Thanks for your time and help,...

  ******* ********

  
  
  Better Business Bureau,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******* 

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order from Dennys website for delivery on Nov 14, my food arrived overcooked, completely cold and nasty, food was inedible and I have to throw it into garbage can. I contacted Customer Support on Nov 15 and was told a refund request was submitted to the management team and I should hear back, but until now I have not heard anything back. Please issue refund to my order as promised. Order # *****************, Email: *******************, Order total $20.04. Thank you.

  Business Response

  Date: 11/23/2022

  The guests refund request was forwarded to franchise owner, ***** ************ *** to resolve. The refund request has also been escalated to the DM. The guest can also contact the franchise owner, +* ***** ********, for a refund request status update. 

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today (10/29/22) at approximately 10:45 am I went to the Dennys at ************ ******* **** ****** ** *****- which I occasionally visit. Me and my son were waiting to be seated and he wanted to play the claw machine in the front by the cashiers counter. I didn’t have cash so inquired with the young lady at the counter if I could get cash back from my card so my son could play the machine. She said no- but stated that the machine took card payments.. so I made a card payment but it did not allow us to play. Aroind that time the man that was seating customers called my name - and I informed him that the machine took payment but didn’t let us play. He stated he didn’t have the key for the machine and seemed genuinely at a loss as how to handle this situation and seated us. The waiter “William C” soon came and he seemed very busy so I opted against bringing up the machine issue with him and decided I would address with the counter associate after the meal. The waiter delivered excellent service and me and my son were very pleased with his extraordinary service. After the meal I went to make payment and I mentioned to the young lad who managed the payment counter from 10:45am- 11;25am- that I had my payment taken from the machine but did not get to play. She seemed unresponsive. I asked if she heard me and she said she did. I told her I had informed one associate of the issue and they didn’t seem to care and now she was number two. At which point she asked if I was sure that had happened- seemingly insinuating that I was not being truthful. I made my payment of $53.59- which included nearly a $10 tip and she walked away without any reference of how to resolve my situation. Although it was an excellent teaching moment for my son of good and poor customer service- I found the overall experience disappointing.
  Order# ****** made at 11:23:41am.

  Business Response

  Date: 11/23/2022

  The guests complaint has been forwarded to the franchise owners of the **** ******** **** **** ****** ** restaurant location **** ************ *** to address. 

• Initial Complaint

  Date:10/24/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order Dennys on 10/22 my dasher pickup my food at 11:25 he brought it at 12:20 am almost a hour later my food was ice cold the dasher stated he ran out gas which things happen but at the time I refuse the food it wasnt eatable but he made seem if my refund was going but back untill I get message 30 mintues later said he marked my order as delivered in bad part about he even took my tip him my order is 38.77 in I paid 45.77 including tip with it.I have been calling even this morning it’s 7:52 am in these peoples at dennys is not answering still.I just want my refund I have other evidence including my bank statement from last night order it was place around 11:10

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered food from Denny's and when the food was delivered, I began eating a portion of the food, when I noticed a condom in my food. I was appalled and contacted the local Denny's and spoke to a manager who told me someone from corporate would get back with me the next day, but they haven't contacted me. I also took pictures of the food, 2 picture of the food shows the condom in the food and the 3rd picture shows the condom after I had taken it out of the food. I texted the pictures to them to the manager who told me she would be forwarding the pictures to the higher ups at Denny's who would in turn contact me. I am appalled and traumatized by this whole experience and Denny's need to be held accountable.

  Business Response

  Date: 08/26/2022

  The guest's complaint has been forwarded to franchise corporation, PFC of Gurnee, Inc., to address.