Denny's Restaurant — Restaurant in Nashua

Denny's Team:

I am a longtime customer of your Nashua location (34 Gusabel Ave) and I am writing to complain about the failure to fulfill my pre-ordered Thanksgiving meals on Thanksgiving day. The manager James is incredibly rude and poorly trained in customer service.

I ordered a turkey dinner that was confirmed online on November 23rd, three days before Thanksgiving and paid in full (Order #958753917). On Thanksgiving, while I was curbside ready to pick up my order, James called to tell me that the restaurant had run out of turkey. I told him I had made the order three days ahead of time and he replied that he didn't see the order until 15 minutes ago and that there was "nothing he could do about it." He did not offer a refund till I asked and that was the end of the call.

I started to drive home but the more I thought about it, the more wrong it seemed. I drove back to Denny's and asked to see James. I showed him my receipt for the order, dated from three days earlier, and he repeated that he was unable to see the order until recently. Surprised, I asked, "that's not my problem, is it?" to which retorted, "well it's not my problem right now!"

Failing to proactively offer a refund or compensate for an order that one cannot fulfill is not only poor customer service, it is commercially illegal.

Only after I insisted upon a refund did James finally agree. And only after I asked him to provide me with a replacement Thanksgiving meal did he provide me with a complimentary meal.

When a business rolls out a new Thanksgiving turkey dinner and accepts payment from online orders days in advance, and due to poor inventory management cannot fulfill the order, the least it can do is offer a refund and a meal on the house. Given it was Thanksgiving Day and our meal was ruined, I would have furthermore expected empathy from your staff.

James should be informed of his obligations to fulfill orders and needs training in...

I haven't been to a Dennys in years and thought why not because I have always liked the food. Tonight I was more then disappointed I ordered a ice water with lemon, and the nachos.... it took 30 minutes before the nachos came to the table, I watched another waitress wait on another party that came in 20 minutes after I did and they also ordered the nachos and then were served before me. The nachos came to the table and the bottom of the bowl was filled with grease enough that I could scoop it out with a spoon.

Then I ordered the crispy chicken bacon ranch melt with seasoned fries and asked for another water. Less then 15 minutes went by and she came over with the water and the sandwich in a to go container already in a bag. Then she put the bill on the table and said you can pay that up there. I never said I wanted the sandwich to go I had every intention of eating there. So I opened the container and grabbed the sandwich, which I will forever be grateful that I did. The chicken was completely raw in the center... I could not believe it, I walked up to the front with the container, and the bill and spoke to the girl at the counter and told her, that I never said I wanted it to go and it was raw. She never even looked at it, she took it off the bill and gave me my total, when I told her I was upset that a table that came in after me and that she waited on. Got served the nachos before I got mine she responded with " oh yours went in after I put theirs in.. I said I was here for 20 minutes before they got here and ordered those almost right away" she just repeated what she already said.

I should of called a lawyer being served RAW CHICKEN... I can honestly say i will make sure all I know are aware that going here would be a huge mistake. And I'm certain no one in charge at this place will respond to this as it was evident that quality and customer service are very very low on their...

before i go into how bad my experience was here i just would like to shoutout the server Sandra, she was kind and dealt with customers with a respectable manner mind you she was kind of running it by herself and she did the best she could with how busy it was but as far as the cooks go i'm not pleased one bit..... Went in tonight with my man for a late dinner and i have worked in the food and customer service industry for many years so ik how things work, i will say that this dennys location is not the place to go, i ordered a sampler platter to start the boneless buffalo wings i had to send back and it came back looking the same, my man's food came out fine for him because he ordered simpler things but i also ordered a burger with bacon and bbq and did not receive the big sauce and the seasoned fries looked like they were dropped in some dirty ass oil, i tried one fry and instantly put it to the side it was disgusting as well as my burger, all burgers are cooked one way apparently so it shouldn't be a problem if they've been doing this for a long time, i nibbled at my mans food but when i tried the burger i immediately threw it up into a napkin, it tasted kind of spoiled or like it was cooked on the same side of the grill where they cook their fish because it did not taste like a burger.... i was so disappointed because i barely go out to eat and the one time i do i couldn't enjoy anything, i appreciate sandra for being wonderful to us and not charging me for the burger and fries but dennys management or corporate needs to focus on the quality of their food, i now feel so sick, i hope that they can fix their mistakes and do better for their other customers because we the people should be getting good quality food especially for the prices that are being paid... anyway thanks for the experience but i probably won't...