Denny's Restaurant — Restaurant in Oakville

I went to this Denny's location in Oakville for my daughter's birthday a month ago because it's her favourite diner. But we always go to the Denny's in Hamilton which has FAR BETTER customer service. I called the Oakville location to see if they were still open for dine-in because Hamilton's was closed and we were headed that way anyway. The man who answered the phone was not friendly at all. I immediately thought to myself, "I hope I'm not going to regret going here." When we got there, the same man "greeted" us at the door, if you even want to call it that. I could tell because it was the same unpleasant/unfriendly voice. He pointed to our table in the distance as if we were supposed to know which table he wanted us to sit at. He didn't take us to our table. He pointed and then walked to the kitchen. When it was time to place our order, I told him that it was my daughter's birthday and asked to upgrade her pancakes to the birthday cake pancakes and pay the difference. Being her birthday, she was entitled to a free meal. But the man said he couldn't do that because it's apparently a different meal. I explained that we always upgrade the pancakes without any issues and just pay the small difference. Then he asked for ID for her. I was taken back because we have never been asked for ID at the Hamilton location, and we go there for all of our birthdays. But I did as he asked and pulled out her health card which confirmed her birthday being that day. He then made a comment that he would only accept photo ID. I explained that she's 11 and a minor and minors don't have a photo health card or ID, unless it's a passport (which most people don't carry around in their purse to go to a restaurant). He was unimpressed and said he'd see what he could do. The entire time he served us we were always polite saying "thank you". He never once responded with "you're welcome" or anything pleasant. Nor did he ever wish my daughter a happy birthday. It appeared he was the only one working out front. It was just him and the chef in the back. If this man is the manager/owner, I am disgusted at the way he runs his business and treats his customers. If he is an employee, he should find a job that is not in the food industry or that involves requiring good customer service skills. When the bill came, we got a discount of $1.50. That should have been the difference we were supposed to pay for upgrading the pancakes. But I paid (no tip for him) and left without another word to him because, at the end of the day, I only cared about making my daughter happy on her birthday. But that is the first and last time I will dine at this location. The only reason it gets a single star is because the food was delicious! So kudos to the fabulous chef. And the only reason I am writing this review is because my daughter was so disappointed with the treatment we received on her birthday and she keeps reminding me to write a review to warn others about the poor level of service at this location, at least by this one particular man. Such a disappointing start to her...

Update and hopefully Paul you consider this as a courtesy because I am very disappointed in your approach to this situation. So I do hope you follow through on your responsibilities as a GM.

My husband and I come to this location all the time. The last couple of times we noticed the GM present however very unkept looking. Dress shirt yes, but hanging loose. Messy looking but we are there for breakfast and enjoy it and the staff. Today we had friends join us from Hamilton and have a friend visiting from Northern Ontario. Service great as always, food great as always. Washrooms honestly disgusting! Unsure who is responsible I go talk to Paul the GM, he does go in and and an hour later after breakfast assuming he’s done something about this to my surprise nothing and I’m ready to bring up my breakfast gagging. I enter the handicapped stall as it’s the cleanest and guess what no toilet paper, thankfully someone came in. Also no hand soap. So I go talk to Paul the GM again and he’s asking why I’m yelling wasn’t yelling but yes my voice was elevated and I told him it was because ???? Why did you not take care of this, apparently he placed a sign on one stall he says because the toilet is loose. I said ok but why did you not take care of this - it’s filthy it’s disgusting and it poses a health concern and I almost committed after eating seeing it again. He says I’m going to take care of it, I said so what are you going to do for us your customers, he replies I’m going to take care of this first. He did not come back, even while we are all outside talking for 20 minutes nothing. We spent a 100$ and I’m sick to my stomach. I’m embarrassed I recommended this as a meeting place and I am beyond upset with this GM whom one didn’t properly do his opening walk through and two could care less about us the customer. We have been attending this location for 4 yrs on a regular. After this I don’t even think I can enter a Denny’s anywhere. Photos attached are three stalls. Clearly this isn’t a one day missed check.

Alaa was amazing as always. We enjoy coming when he is working. Thanks...

I am in ABSOLUTE SHOCK at this moment in time. I ordered Father’s Day breakfast online for pickup via xDine. The restaurant is 20 mins from my home. The order wasn’t ready on time — 20mins late but they were busy so my daughter didn’t make a fuss. She brought it home and (1) we were missing about 1/3 of our order and (2) my English muffin HAD MOLD on it (pics of the receipt and the English muffin attached). Needless to say I called back and spoke to the manager to say I would be back with the English muffin and expected a refund. I drove the 20 mins., gave her the English muffin, and received a full refund. I want to emphasize here that the lobby was packed and at no point did I speak above a whisper or open the packaging on the English muffin. I took the money and left at around 11:40am. I had moved on from the DISGUSTING experience when who calls me at 2:30pm — 3 HOURS LATER! — to say “It’s not our English muffin” but the manager!!! ABSOLUTELY UNBELIEVABLE!!! Why would lie?!!!!! It took 40 minutes out of my day to drive there and back — time away from my family on Father’s Day. Why would I go to the trouble if I wasn’t telling the truth? I AM NOT A LIAR and to be called that by the manager and to have her insist I was one when I challenged her on it BLOWS my mind. She told me to “Never order here again.” No problem! I won’t be and I’ll be telling everyone I know not to either. It takes a lotta nerve to call a customer a liar. The fact that she would think I’d take somebody else’s moldy english muffin, put it in a white Denny’s wrapper, and drive 20 minutes to return it for a refund is ABSOLUTELY ABSURD!! If I could have given this place zero stars I would have. AVOID ORDERING THERE!! We had moved on with our day and it’s unfathomable that a manager would call back and accuse me of lying. I wasn’t going to write a review. I was just going to quit ordering there but she called me a liar so this is what prompted this HONEST review of our DESPICABLE...