My wife and I visited Denny's around 1:00 AM, and unfortunately, it turned into one of the worst…read moredining experiences we've had.
To start, the young man who took our order was polite and professional. However, while he initially took our drink order, the drinks were never brought to our table. By the time our food arrived, we still had no beverages. Veronica later noticed this and stepped in, taking over as our waitress--but by then, the experience had already started off poorly.
Things quickly got worse. My wife ordered a breakfast burrito, and just before taking a bite, she noticed a hair in her food. Trying to avoid making a scene, she calmly approached the counter and informed Veronica.
Instead of responding with genuine concern, Veronica said, "So sorry, that's not my hair," and casually relayed the issue to the cook. The cook, a Caucasian male with sandy hair and a beard, acknowledged the situation, and we were told the burrito would be remade at no charge.
When the replacement meal was brought out, Veronica made a completely inappropriate comment: "Here's your food--minus the hair," as if the situation was something to joke about. This was highly unprofessional and disrespectful, especially considering the nature of the issue.
To make matters worse, once my wife received the remade burrito, the sausage inside was not fully cooked and tasted funny. At that point, she chose not to eat at all, which was extremely disappointing and unacceptable from a food safety standpoint.
Additionally, while we were seated at our table, water began leaking from the ceiling. Moments later, part of the ceiling gave way and collapsed onto the floor just a few feet away from us. This created a serious safety concern and added to an already unacceptable experience.
When it was time to settle the bill, a man we assumed to be a supervisor or manager asked if everything was okay. We told him it was not. At that point, Veronica overheard and laughed while agreeing, and shockingly, the manager also began laughing. What should have been taken seriously was instead treated like a joke.
Rather than escalate the situation, I calmly stated that I would not be paying for anything due to the experience. The manager simply said "okay" and walked away.
Situations involving food safety, customer service, and overall customer safety should never be handled this way. The lack of accountability, concern, and professionalism was unacceptable.
We will not be returning to this location and will be sharing this experience with others. This is not how a business should be run.