Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Couple weeks ago I went into my local dennys in ** ***** ** I ordered my food and my parents food as well we never offered water or coffee. I made it clear to the waiter at the time we didn’t get coffee or water. We kept saying she was going to bring it which he kept forgetting. Also I ordered my food and I told the waiter I didn’t eat meat and I wanted something different at the time and she said she was working on and these issues was not resolved I filed a complaint with the dennys via there app and I was contacted by Ruben the store manager and he told me I can come in or message him the day I want to come in and which I did he never answered or called to have this information passed along the store manager or the workers super unprofessional and the way this was handled was uncalled for

  Business Response

  Date: 04/23/2025

  The way you were treated at this restaurant was not at all a reflection of Denny’s standards and what we expect of our associates. Your experience information has been forwarded to the field leadership team and the franchise owner to further address. We will do everything possible to keep this from happening in the future.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is completely ridiculous on march 18th 2025 I placed an order online in the amount of $38.56 upon completing the order I received a phone call about 10 minutes later saying that they did not have what I ordered so I requested that they canceled the order. At that time I was told the manager cannot cancel online orders but that it would naturally be canceled at the end of the day. To my surprise, at the end of the day the transaction was processed and I was billed. I waited 5 days to make sure it wasn't refunded right afterwards. Then I made a complaint with the better Business bureau where Denny's responded to the complaint saying that they forwarded the message to the manager and that they would contact me soon. Here we are April 7th half a month away and I have not received a single phone call nor have I got my $38 back. This is ridiculous. I didn't receive any food I should never have been charged at all. The manager doesn't know how to do their job. Clearly, the manager has the power to cancel an online order and clearly the manager doesn't care about addressing their corporates emails. What you have done is basically theft You took money without my permission for no service.

  Business Response

  Date: 04/18/2025

  Guest Services has escalated the refund request to the restaurant franchisee

  Customer Answer

  Date: 04/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  The company has processed the refund.
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order online and didn't receive anything I ordered from denny's on 9 mile rd in pensacola fl. I tried calling and no one answered i am requesting a full refund!

  Business Response

  Date: 03/27/2025

  We sincerely apologize for the issue you encountered with your online order. To ensure this matter is properly addressed, we will forward the details to the restaurant and field management team for a refund request, as all refund requests are processed at the restaurant level. Additionally, you may choose to contact the restaurant directly and request to speak with a manager, or you may allow the field management team to reach out to you to further discuss your refund request and overall experience.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On march 18th 2025 I placed an online order in the amount of $38.56 ten minutes later I received a phone call stating one of the items I selected (the main item) was not in stock. At which point I asked them to just cancel my order the girl on the phone said " my manager isnt able to cancel my order because it came through online and that it should automatically cancel at the end of the day. Well here we are. At the end of the day it processed came out of my account. I've reported this to Denny's. They have not responded. I never received any food. They just took my money and said they can't cancel it. This was Denny's number 8155. On eglin parkway and Fort Walton Beach, Florida They should easily be able to verify this due to the fact that I placed the order early to midday + the order was marked completed late late I have attached a copy of the invoice and a screenshot of when they called me to tell me that I couldn't get it

  Business Response

  Date: 03/27/2025

  We acknowledge that you submitted a complaint to our Guest Services department on March 18, 2025, which has been forwarded to the franchise and their field management team for review and processing of your refund request. Additionally, we will escalate this Better Business Bureau (BBB) complaint, including the initial report from March 18, and have requested that field management reach out to you as soon as possible to resolve this matter.

  Customer Answer

  Date: 03/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that assuming the store manager follows through I will consider this matter closed .
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order online didnt receive my order ***************** From **** * ******** ** ***** ** ***** Called no one answers i am requesting a full refund

  Business Response

  Date: 02/26/2025

  This information has been forwarded to the restaurant and field management for a refund request, as refund requests are handled at the restaurant level.

  Business Response

  Date: 02/27/2025

  It looks like a refund request has been processed through to franchise management to address. Guest will be receiving a follow up call from them within 5 business days.

  
  

  Thank you,

  Customer Answer

  Date: 02/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 5 meals for delivery on 1/20/25. 4 meals were delivered. **** **** driver was non responsive. Called denny’s where delivery was ordered. They claimed missing meal was sent with door dash so they could not do anything even though it was Ordered and paid through dennys. I did not order from door dash. No refund or replacement meal given.

  Business Response

  Date: 02/04/2025

  Good Morning,

  
  

  This has been processed on our end.

  
  

  Thank you,

   

  Denny's 

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 25, 2024 I placed an order for $34.64. The product received was not acceptable, there was hair found in the center of the piIe of food. I tried stirring it up to mix flavors as desired, did not get one bite, long black hair in the melted cheese inside of the eggs. I have spent 3 weeks, made no less than 10 phone calls, sent countless emails, tried using chat in messenger with the customer service people and have been completely ignored. I was able to get 1 person from the location on the phone 1 time and was promised a refund. This contact was made 1 week after the date of the order. There was not a refund issued, it seems the manager of the location lied. A week after this happened, I disputed the transaction with my bank. Dennys denied my claims to my bank and my dispute was denied. I've spent the last several days after that trying to speak with anybody from the company. Nobody is ever available to speak with me. Or I get disconnected, or I get transferred to somewhere thr has nobody answering the phone or emails. I'm fed up with this.

  Business Response

  Date: 01/28/2025

  Guest contacted our Guest Services dept about this issue on 1/15/25

  Business Response

  Date: 01/31/2025

  I have escalated this guests report to franchise management and requested they contact the guest in 24 hours to resolve her concern.

  
  

  Thank you,

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  I still have not received any communications from the company. Even after the promise of being contacted within 24 hours. 

  This seems to be routine behavior by Dennys.  

  I still am awaiting both contact and refund. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/06/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to eat at Dennys. There was a roach on our booth, the food was stale and old tasting, and when we complained we only got 25% off. The roach alone was just everywhere. The manager just laughed when we told him. We were unable to eat our food but we sure had to pay!!!!!!

  Customer Answer

  Date: 11/06/2024

  Address is 903 East Commerce Street San Antonio 78205

  Customer Answer

  Date: 11/06/2024

  Address is 903 East Commerce Street San Antonio 78205

  Business Response

  Date: 02/04/2025

  Good Morning,

  
  

  This has been processed and noted on our end.

  
  

  Thank you,

  
  

  Denny's

  Business Response

  Date: 02/04/2025

  Good Morning,

  
  

  This has been processed and noted on our end.

  
  

  Thank you,

  
  

  Denny's

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location: **** * ********** St. Louis, MO It is advertised on tv how they give **** members 15% off their bill. According to my receipt, the only 15% I got was from my coffee not my meal. I think that if they should give me the 15% off my meal as they said they would do in their tv advertisement.

• Initial Complaint

  Date:10/07/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please excuse any typos in this complaint as I am disabled and have tremors. Just now I left the Denny’s restaurant in **********, Minnesota because they were incompetent to not understand what a curbside order means. Attached to this complaint, you will find various receipts and proof that it was a curbside order, that it was ready AND that I called them six times to tell them that I was there, and I still did not receive my order!! In the picture evidence, you will see an employee just standing there as I was on the phone at the same time trying to get a hold of them. You will see at 1:15 pm I called to tell them that I was there ahead of the order being ready and that when it was ready, they should bring it out, then you will see numerous calls made that were unsuccessful. Meaning Denny employees stood around, listening to the phone and refused to answer the phone. I would say I would take this up with the store manager, but since they don’t answer their phone, that’s not possible, so I need you and corporate to return the money that you stole from me and that includes a three dollar tip for an employee who never actually completed their job. You will see the total amount that you owe me and if I don’t see that in my bank account, I will reverse that payment through my bank. Because of your incompetence, I am literally sitting at **** right now waiting for the breakfast that I should’ve gotten at Denny’s and it has given me time to issue this complaint so there you go. I also drove 11 miles one way and this was my first time ever at Denny’s and it will be my last.