Penn's Restaurant Madison — Restaurant in Madison

I am leaving this review not because of the quality of food, but due to the lack of customer service and health concerns of the facility, particularly in regards to Covid-19.

The following happened today at 6pm...ever since Covid started, we have not eaten out at restaurants, due to health concerns related to possible lacks of cleanliness from restaurant establishments.

We attempted to give it a try tonight, but due to the utter lack of customer service by the employees at this Penn's, it will be our last attempt--even after this pandemic is over, we will not be going to this establishment, and will tell friends & family not to do so either. When we pulled around and paid, we noticed that all of the employees were either not wearing a mask or wore them incorrectly (not covering their noses); they were not wearing gloves at all (one was touching her phone, then going right back to handling food); and after we asked them for a refund, they refused to do so, EVEN though they had a sign saying that they do offer refunds.

They stated that the manager was the only one who could give a refund, but NEVER gave us his/her name, even though we asked for it several times. The only thing that they did, was say that they'd have the cook "remake" the food with his mask on, even though we said several times that we did not want it anymore, and just wanted our money back. They were so eager to keep our money and force us to take the food we said we DID NOT want, that all the sauces that we asked for (for 3 separate orders) were not even in the bag. Not one. And they didn't include napkins or forks, like Penn's or other restaurants normally do.

This is the worst customer service that I have experienced from Penn's or any other establishment in years, and it doesn't make sense that even though Madison does not have a mask mandate, we couldn't even get a refund due to the lack of basic restaurant health & cleanliness protocols (wearing gloves while handling food, touching a cell phone then handling food, etc.).

If a customer says that they have not eaten out since Covid started, that they have family members with underlying health isues and are trying to be super cautious, your 1st comment shouldn't be that there is no mask mandate; you should be more concerned with making sure that they walk away feeling like you did everything you could to resolve the issue. That is not what happened tonight--they seemed more concerned with keeping our money and rushing us off, than actually listening to...

Drive thru is useless. Cant take order at menu, you have to wait until you get to window to place order. Once order is placed then the wait begins. Ordered one fish and shrimp with okra and fries and one fish and chicken with mac and cheese and fries and waited 35 minutes for the food. It takes 4 minutes to fry the food, so i asked them what the hold up was and they said changing the grease. I worked at Captain D's in the 80s and when you change the grease, you use another fry pot and just don't stop the whole operation of preparing and cooking food, but they did. Apparently, they dropped the fish as soon as grease was changed and the grease wasn't hot enough yet to fry and so when the timer went off, they pulled out the fish and the fish wasn't done and the crust hadn't even formed and got crisp yet, because it was wet and soggy. Did the contact us and just like most restaurants today, received no response. The customer service and restaurants do not take pride in their work or their food quality or customer satisfaction. Horrible food, no seasoning, hush puppies are the worst with no onion and taste like they are made with water instead of buttermilk. They should've...

There was an argument between a cook and a server. The cook had already made and passed the food that the server was requesting at the order window. The server started opening and tossing plates(one by one)to the back, which understandably upset the cook. The customer tried to point out which plate was hers but the server refused to listen. The cook had done his job, and the server called the police on him. The cook was very nice when he took my order. Sadly I think you lost a good employee, as he walked out for having the server call the police on him for something that could have been easily remedied if she had only listened to the customer. The food was fairly decent. If not for all the unprofessional and unnecessary drama I might not have sever...