Update by user Jun 13
OK, here's what I wrote directly to Denny's. Hi, first I'd like to make clear that the staff and manager were VERY pleasant and tried to accomodate me.
However, I do have a complaint in that your ordering system is totally inflexible... I ordered your "build your own appetizer" plate; since all we really wanted was the excellent cheese quesadillas, I just ordered three of those. However, I wanted sour cream and pico de gallo to go with them, and they were NOT an option. Please understand that I was offered the sauces that the computer program allows (ranch, bbq etc) and that I didn't want anything EXTRA, just to have the freedom to substitute two sauces for the allowed three...
the poor manager could not figure out how to do this, and although she wanted to do it, she just couldn't, and was afraid to buck corporate policy. I was pretty frustrated, and wrote an irate review on "pissedconsumer.com" (#1278675). (I think maybe I didn't explain it well, and I did go back and update it.) (And PLEASE do not fire anyone over this!!!!) However, I DO feel that you need to allow some more flexibility to your local staff. I understand that you can't give away condiments and stay in business.
But I also feel that you need to take into account local tastes and desires.
Especially when you are the "new guys" in town. Anyhow, please respond.
Update by user Jun 13
I am adding this after being chastised by a couple of readers, and maybe rightfully so. I want to make it clear that I didn't ask for any "freebies," just a substitution of stuff that actually cost less than the permitted things on the computer program.
It's NOT the extra $2 they had to enter on the ordering program, it's the inflexibility of the corporate decision-makers that upset me. I'd also like to make it even more clear that the employees were kind, and did their best to explain things. This is a really small town, and we are all used to dealing with locals. In fact, this is one of the first large franchises to ever come here.
And it's hard for us to get used to. But, OK, you're right, this wasn't the way to handle it.
So, I'm sorry. Please forgive me.
Original review posted by user Jun 12
We have been here many times, and always enjoyed ordering appetizers while we spent time at the casino (this Denny's is located in the beautiful and historic Hotel Nevada). Never a problem; we'd get nachos or quesadillas, and the helpful staff would give us pico de gallo or sour cream as desired.
Today, when I ordered quesadillas, I was told they are no longer on the menu. However, since they are an option on the "build your own" appetizer special, I ordered all three to be quesadillas. THEN the trouble... when I asked for some sour cream and pico de gallo to go with them, the unfortunate (new) manager informed me that each one would be an additional fee.
When I told her that we had always been given these choices before, she told us that it's no longer the policy to be able to add on ANYTHING that is not in the computer program. I told her that since we weren't asking for any other kinds of sauces that "come" with the quesadillas, I thought it was a little unfair to charge for something as simple as pico and sour cream... She told me that she simply could NOT make any changes or decisions like this. Upon reflection, I told her, that as nice as she was, that we would no longer be ordering anything from Dennys.
What a silly, micro-managing policy. Dennys has now lost our business over a few cents worth of sides... And please believe me, I will be letting everyone and everywhere know what kind of rigid, unaccommodating policies this chain promotes. I would like to remark that the manager was very unhappy at not being able to accommodate her customers, but was afraid to "buck the system." Sad.
Short sighted. STUPID.
Product or Service Mentioned: Dennys Restaurant Menu.
Reason of review: Order processing issue.
Monetary Loss: $12.
Preferred solution: Let the company propose a solution.
I liked: Diverse menu.
I didn't like: Total inflexibility and no way to customize choices.