Denny's — Restaurant in Arizona

I’m writing this review to warn against getting delivery from this Denny’s. So on October 2nd, I ordered a delivery from Denny’s around 11 pm. I ordered the Zesty Nachos, a Grand Slam, French Toast, and a Cheesecake. When the order was delivered, the French Toast and Cheesecake were not inside the bag and with the order. My Fiancé calls Denny’s and informs them of this. They told him that they handed the Cheesecake and French Toast to the Doordasher separately from the rest of the order. Denny’s says my fiancé can come down and pick up the items that were missing but he tells them that his car is in the shop. So we decided to place another Denny’s order for another French Toast and Cheesecake and my fiancé calls Denny’s back and informs them that we are placing another order and to just add the missing French Toast and Cheesecake onto the new order we placed. They agree to do so. Fast forward to the Doordasher going to Denny’s to pick up the new order and then proceeds to sit in the Denny’s parking lot. So my fiancé calls and asks why the Doordasher isn’t delivering the food and why he’s just sitting in the parking lot. They tell us he just left with the food and should be delivering it. He doesn’t and my fiancé has to call DoorDash themselves to call this Doordasher to figure out why he’s not delivering the food. He doesn’t answer anybody so DoorDash just calls Denny’s to replace the order and gave us a new Doordasher to pick it up. The new Doordasher is waiting at Denny’s when I get a text saying that Denny’s, themselves, canceled my order. So I didn’t get the two items from my first order and then I didn’t get my second order at all. Around $25 worth of food I didn’t get at all. So my fiancé calls Denny’s for a refund because of the food we didn’t get and the store manager, Adam, said he would take care of it and to wait until Wednesday the 9th for the refund to hit my bank. It didn’t. My fiancé called him again and Adam said he would take care of it. He hasn’t. So my fiancé called corporate and the franchise offices and they won’t return his calls. Also, when my fiancé got his Grand Slam, instead of informing the Doordasher that they are out of the ham steak and to talk to us about a substitution, Denny’s just put six slices of deli ham together, cooked it, and tried to pass it off as a ham steak. Besides this specific night, the prior orders that I’ve done with this Denny’s is usually wrong and if is right, it’s a miracle. And then I have Celiac so I can’t eat gluten without becoming pretty sick. So on a previous order, I order Zesty Nachos, because it’s gluten free, and instead of having the Doordasher contact us about a substitution for the nacho chips, they just send me an appetizer that has onion rings, mozzarella sticks, wings, fries, etc in it. Three quarters of it was gluten that I couldn’t eat. So my fiancé has to run to Filiberto’s at 1 am to get me chips for my nachos. We didn’t complain for the other orders but we are complaining about the most recent order because I have to just live without $25 and I didn’t get any food for it. So Denny’s stole $25 from me and nobody will refund or contact me or my fiancé to resolve this. So that’s why I’m writing this review so nobody gets their money stolen either.

So how is a generic response over how you’re trying to improve the delivery service at your store going to get me my $25 back or the food that I never got? At least everybody will see this review and your generic response to this issue and know that you’re going to take their money and not give them food in exchange when they order through delivery. You screw people out of food and money through delivery because nobody is there to hold your workers’ hands. Thanks for stealing my money and not giving me the food I ordered. I’ll never order from Denny’s again. Ever.

Update: October, 30th, 2024 Nobody will return my phone calls from the franchise, corporate, and the Denny’s itself, so I had to go through my bank and dispute it. My bank got me my money back unlike anybody else at Denny’s....

My fiancé ordered ’through the Dennys app on 10/2/2024 for delivery. Our first order was missing a side of French toast and cheesecake. My car was in the shop and it was later in the evening so I couldn’t go down to pick up replacements. When I called they said that I could call back in the morning and talk to Adam I believe it is. So my fiancé ordered a second order after Dennys said they would add a cheesecake and French toast to the order. It was another order of cheesecake and French toast so they could just double it. The dasher was passed out in Dennys parking lot for 3 hours that night, so I called door dash and they called Dennys to reorder. After waiting around an hour with the app saying the dasher was waiting, all of a sudden a text came through sayin Dennys cancelled your order. At this point I am calling Adam. We discuss it and he is the one that tells me about the dasher and says the experience was not good, so he will refund. It was the weekend so he said by Wednesday. So nothing happens, and I call again, and Adam wasn’t there. So I call the next day and he says he’s neck deep in a situation but would email regarding the refund and then call me back, I never got the call. 1 800 Dennys sent an email complaint, but Adam still refused to help and never called. I called the LLC after Dennys gave me the number in case Adam was a flake. LLC never responds. So my fiancé after a month, has the bank dispute it. This is resolved by the bank, but not by the snake of a manager Adam. We will never eat Dennys again. Be warned, the 4.2 rating is undeserved, if you read the 4 and 5 stars they basically say this place is dirty and service is terrible, and they love Dennys but won’t return to this location. People are trying not to rate Dennys down. Also. After a serious complaint is made on here it is followed up by what seem like fake reviews. The real ones just talk about service and the store, the fake ones are the 5 star glowing reviews where it calls out a specific individual. This is a Dennys, who really finds out the cooks names and comes to google to review? I have been in customer service a good chunk of my life, and a manager in retail and financial customer service roles. It is so easy to get a bad review, everyone WANTS to review when it’s bad. It is really hard to get the good ones, so places fight to get good reviews. This is why I find it astonishing that like within a day or two of my fiancé’s review there were like 5, 5 star reviews giving shoutouts to servers and cooks? I understand that Adam doesn’t realize people can see through this, and I just wanted to make sure people were aware. This restaurant seems to be doing so poorly, they can’t refund bad service, and will actually steal $25.00 because my guess is, the actual numbers at this location are low considering every time we drive by it, it is literally dead. Adam, I hope your holidays are great, and that you continue to rip of you customers and that you reap the reward of your terrible management and customer service skills. Also, previous to this, and we don’t complain she did a delivery, and she is allergic to gluten so she ordered the gluten free nachos, that she loves. Without consulting us, they sent over a platter of fried onion rings and several gluten based items instead of the chips. That is also amazing and necessary to mention, as this place has 0 concerns with your health, glad it wasn’t me because I am deadly allergic to milk and dairy, and if mine had been incorrect could have potentially caused anaphylactic shock, luckily mine was correct. Oh last thing, on my order form Oct 2nd 2024, I ordered a ham steak, and instead, they took like 6 slices of ham deli meat, and cooked it together, I took a bite before realizing. How truly gross tasting this was. How dishonest to send out deli slices instead of a ham steak just to save money, and then truly cooks them together so I wouldn’t know? How dumb do you think your...

The food? The biscuits are sad; they are super thin, more like semi-fluffy crackers, super small, and are priced high for what you get. The hashbrowns were actually really good. The service? I ordered Sunday mid-morning, so I totally get that it's busy, but this wasn't just busy. This was chaotic. I believe there were four waitstaff, one hostess/cashier, and one manager on the floor. The atmosphere? I sat at the counter and watched for a bit, not really being noticed. Then, after the manager noticed me she told me I needed to order at the crowded cashier, then said no, I'll get it. She began to take my order then I was asked to give her a moment so that she could seat others that came in. Last I checked, I, too, am a customer and was in the middle of ordering. She came back and wondered who was open on that specific POS, then looked at me and said, "Oh, right!" and she finished taking my order. As I sat waiting for my to-go order, I watched the cooks place orders in the pickup window. I then saw the waitstaff grab trays from the window directly above that pickup window. Those trays were nasty looking, with food stuff on them and were passing right over the food and the little section with exposed butter, etc,. I heard the manager asking where one order went. It apparently disappeared. She mentioned it needed to be remade. The manager then asked me to wait by the door so the counter could be cleaned off (I was the only one sitting there, but there were some dishes next to me). I moved over to the crowded seats by the door. The manager moved a couple of items off the counter and then went back to running back and forth. One waitperson told another their table was ready to order whenever she was. She said she was waiting for food for a table, and then would take the order. The one person offered to take the order for her, as they'd been there a bit, but she said no. She did go over like one minute later. A couple bigger groups came in, one was taken to the east section of the restaurant, and one sat in the big round booth on the west side. They sat there for a while before the gentlemen got up and went and got their own menus. I don't think the waiter noticed they were there, but how can you not see them sitting at an empty table? Definitely need to work on the biscuits and DEFINITELY need more floor staff during the rush times. I was exhausted just from...