Denny's ( Kissimmee) another complaint at this location Kissimmee Florida
October 11,2004
I have been trying to get a complaint resolved that my family and I encountered while visiting a Denny's restaurant in Kissimmee Florida. At this time, I am writing to you for help.
Here is my story:
On 9/24/04(Friday), my family(wife and son) and I traveled to Kissimmee Florida on business. We planned to stay for the weekend and return to our home(Clearwater) on Sunday. On 9/25/04 at 5:00am, we stopped at Denny's(5051 W. Irlo Bronson Memorial Kissimmee Florida). We were the only customers in the restaurant. The server's name was Kam. We all ordered breakfast. I told the server that I wanted my eggs cooked scrambled well(brown).
When the food arrived, all of the eggs were cooked the same(scrambled light). The server sat the food down and left. My wife took a bite of the sausage link. She said, Look it is still pink in the middle. She took the sausage from all the plates and they were all the same way. The server came over. She asked if everything was alright. I said, No, my eggs are not cooked the way I wanted and the sausage is undercooked(3 plates).
The server explained that the scrambled eggs all come out that way and the sausage is precooked and it is suppose to be that way. She explained that there was nothing she could do because there was no manager on duty. I was upset and told her,Well I guess I cannot pay the bill. The server said, Well I will have to call the cops. I paid the bill. The server said to come back later and that a manager would be there. That same day, we returned to the restaurant. I spoke to the manager Jason. He did not know anything about the situation. He said to come back the next day 9/26/04(Sunday) and we could have free meals but that he would not be there. The manager for that day would be Edgar.
We went back to the motel. Later that day we were watching TV. Because Hurricane Jeanne was expected to cause severe weather, there was a curfew from Saturday at 11:00pm until Sunday at 5:00pm.On Sunday, the curfew was changed until Monday at 6:00am. At this point, I feel that I should get a refund on my credit card in the amount of $16.97.
We dine out at Denny's Restaurants alot and have never had a problem like this before. I have tried to call Huntington Restaurants Group, Inc(1-800-483-0180) several times to speak with Sandy Prazer. I have left messages on her voice mail. I was told she is the only one who handles complaints. Your help in this matter would be greatly appreciated.
Joseph
clearwater, Florida
U.S.A.
2 Updates & Rebuttals
Terri
Kankakee,Illinois,
U.S.A.
I am a manager at Denny's in Illinois. I want to personally say I am sorry
#3UPDATE Employee
Thu, October 21, 2004
I am a manager at Denny's in Illinois. I want to personally say I am sorry for what you encountered at the Florida location.
To address what you should do. On the bottom of all receipts, there is an 800 # to report any complaints or compliments. Customer Service will then contact an Area Manager to handle the complaint who will then investigate the incident.
Contact your credit card company and dispute the charge. It will bring it to the attention of the General Manager who will wonder what is going on as they have to respond immediately.
Also, you have the right to choose how you would like your eggs that is why we ask. Of course, I try not to serve brown eggs as they do not look pretty and we take pride in the presentation of our food. But if that is how you asked for it, then you should have received it. As for the sausage, again, I am sorry. All food at Denny's is cooked to order and it is obvious that it is not occuring at that location.
As for the cops, you should have alloed them to call the police as she would have looked dumb when they got there and seen that it was a customer complaint that she was failing to handle and accept that we(Denny's) failed you for your dining experience.
I do hope that you will utilize another Denny's as not all have the same ignorance as that one. Once again, I am sorry for your inconvience.
800-653-4128 Hit 0 for operator This is corporate number
Tim
Valparaiso,Indiana,
U.S.A.
My advice
#3Consumer Comment
Tue, October 12, 2004
At this point, Joseph, all you can really do is what you just did, make public complaints. Perhaps you should write a letter to the store manager and the franchise owner (or appropraite corporate agent), direct them to your public complaint, and let them know that if you are reimbursed you will update the report.
As for the eggs, they all come out that way? What a bogus response. I've cooked at a greasy spoon before, and you have as much control in a restaurant kitchen as you do at home to cook eggs to specification. Do all their fried eggs come out over easy?
As for the suasage, I highly doubt that it comes pre-cooked. It may BE pre-cooked, meaning that it was cooked the day before, but that doesn't excuse the fact that it was under-cooked.
For reference: eating food and then running out the door without paying is a criminal offense. Not eating your food because it is neither sanitary nor what you ordered, and then refusing to pay, is not. Let's say you go to a computer store and ask for a certain piece of hardware. The guy comes back with the completely wrong thing. Can he then force you to pay for it under threat of prosecution? Food is no different.
Next time this happens, and for anyone else this happens to, when they threaten to call the police tell them "okay, but don't touch our plates until the cops get here." When the police arrive, the mere fact that you didn't eat your food shows that you did not intend to defraud the restaurant. Then you can call up the health inspector and let them know that the restaurant admittedly serves undercooked meat as a matter of course.