I emailed the following to [email protected] and to [email protected] on May 3. To date, there has been no reply. It appears that the Dennys policy of ignoring custormer complaints starts at the top.
"On Sunday, May 1, approximately 3:00 in the afternoon, My wife, son and daughter-in-law and our three grandchildren visited the Denny's at 14160 Culver Dr., Irvine, CA to enjoy a meal. We ordered drinks and amused ourselves playing "table football" while waiting for our server to return to take our order.
After what seemed like a long time, I estimate 12-15 minutes we tried to get our server's attention without success. A couple of minutes later, I went to the cash register and mentioned to the man there (who later identified himself as Scott, the Manager) that we were ready to order. He said our server would be "right over."
A few minutes later, probably 4-5 minutes although it seemed much longer, our server had still not had time to take our order. I spoke to the manager a second time and asked him if we could order nachos as we wanted those before our meal anyway.instead of cheerfully saying sure and taking that order, the Manager immediately said Relax, just relax, your server is coming. Well, first I already felt relaxed—we had had a super time with our grandkids and were having fun at Denny's. We just wanted to eat. My feeling was that the manager should take our order, maybe even apologize for the delay. Second, the Manager had already told me 5 minutes before that our server would be "right over" and as far as I could tell our "server" had not moved in the last 5 minutes. I started to respond that the server was right over there and hadn't moved, all we wanted was to order food, in your restaurant, got about four words out when I was told to just be patient.
My son could hear the Mangager and he came over and got the Manager's name and a business card. I asked for the bill for the drinks, Scott said forget it, and we left.
My suggestion is that if you run a restaurant, actually serving food would be a good thing to do, specially in the middle of the afternoon and the place is 10% full."
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