FREQUENTLY ASKED QUESTIONS

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Eat Well, Do Well   Online Ordering Issues & Recoveries

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Eat Well, Do Well Rewards

Q: How do I join the Eat Well Do Well Rewards club?

Download the Silver Diner app for iPhone or Android to register and join. If you would like to use a card instead of the mobile app, you can request one at your local Silver Diner or by contacting Silver Diner Guest Relations via the Contact Us page on silverdiner.com. Special Note: You must register your card to receive the benefits.

Q. What are the benefits of the Eat Well, Do Well Rewards Club?

  • Earn a point every visit towards rewards
  • Monthly promotional offers
  • Complimentary birthday entrée (with a minimum of 3 visits per calendar year)
  • IMPORTANT: You must register your card or download the mobile app to receive the benefits, as rewards and offers are loaded directly to your account.

Q. How Do I Register My Card?

  • Go to silverdiner.com and click onto the link at the top of the page titled Eat Well Do Well Rewards.
  • If you already have a card, click onto the button “Register a Card’
    • Enter the number from the back of your card
    • Complete the registration form. Special Note: You cannot use the same email address for your partner’s Eat Well Do Well account. You must use a unique email.
    • Click submit to complete registration.
  • If you don’t have a card, click onto the button “Request a Card’
    • Complete the Request a Card form. To receive a card via mail.
  •  All cards that arrive via mail are fully registered

Q: How Do I Redeem Rewards?

Present your check-in number, phone number, or Eat Well, Do Well Card to your server. Let your server know that you would like to redeem your reward during today’s visit.

Q: Can an Eat Well Do Well Member Earn Points When They Order Online?

Yes. Eat Well Do Well members can earn visit points and use their rewards when they place an order via the Silver Diner mobile app or at silverdiner.com as long as the order subtotal is above $5. You will be asked to enter your Eat Well, Do Well username and password when you checkout at SilverDiner.com.

Q: Can I redeem $5 reward and coupon offer During the Same Visit?

Yes. You can combine your earned $5 reward with your coupon offer during your same visit. However, you cannot combine two coupons during your same visit.

Q: Can an Eat Well Do Well Member Earn Points When They Order online?

Yes. Eat Well Do Well members can earn visit points and use their rewards when they place an order via the Silver Diner mobile app or at silverdiner.com as long as the order subtotal is above $5. You will be asked to enter your Eat Well, Do Well username and password before starting orders placed at silverdiner.com.

Q: Why Did I Not Receive a Birthday Reward?

The Eat Well, Do Well club rewards active members with an extra special reward: A complimentary entrée for your birthday.  To receive this special reward you must have a minimum of 3 visits per calendar year and have registered your account at least 30 days before the first day of your birthday month.  Example: If your birthday is July 1st you must register your card by June 1st

Q: What If I Have Forgotten My Card?

Please call Silver Diner Guest Relations at 1-866-561-0518 Monday – Friday 9am – 5pm ET and provide them with your Eat Well Do Well Account number and receipt number so they can apply the point to your account. Or submit the information via the General Info form at silverdiner.com/contact-us

 

Online Ordering

FREQUENTLY ASKED QUESTIONS - GUESTS

 

 

ONLINE ORDERING AND TO GO SERVICES

 

 

  • Can I order online from my phone?

Yes, online orders can be placed at silverdiner.com from a phone or you can also download the Silver Diner mobile app.

Q: Do I need to register or setup an account?

No, but if you want to have access to extra features (i.e, favorite orders, last order), and to receive any special discounts, we recommend setting up an Eat Well Do Well account. An account allows you to access and modify your order after it has been placed. If you do not have an account (sign in as a guest) you cannot modify the order once it has been placed.

Q. What kind of To Go Services do you offer online?

We offer carryout, car hop (curbside delivery) and delivery. 

Car Hop

Q. What is car hop?

Car Hop is our curbside service. We will deliver your order to your car. There is no need to come inside.

Q. How does car hop work?

When you arrive, park in one of the designated car hop spaces and call the phone number on the sign to notify us of your arrival and space number.

Q. Can I request car hop online?

Yes. You can select car hop when ordering on SilverDiner.com. Or you can choose car hop if you phone in your order.

Q. Can I pay cash at car hop?

No. You can either pay by credit card or gift card on SilverDiner.com or you can pay by credit card, Apple Pay or Google Pay using our Text 2 Pay service. 

Delivery

Q. Can I order delivery by calling the location?

No. To request delivery you need to place an order online at SilverDiner.com.

Q. What is your delivery area?

Silver Diner utilizes third party services for delivery. The delivery area is determined by the delivery company and based on the amount of time it takes to deliver the food. The delivery radius may change depending on traffic conditions.

Q. Do all locations offer delivery?

Yes. All of our Silver Diner locations offer delivery.

Q. What times do you offer delivery?

Delivery hours are based on the location’s operating hours. Delivery is typically available 30 minutes after opening and up to one hour before closing. Please refer to the store hours at silverdiner.com

Q. Do you charge a delivery fee?

Yes. The third-party service provider charges a fee based on distance and demand. The average charge is $5.99 and we pass that along to the guest. We do not charge a service fee.

Q. Are all menu items available for delivery?

Almost all items are available for delivery except the breakfast and lunch blue plate specials. Those items are available for dine-in only, Monday to Friday, from open until 4pm.

Ordering Process

Q: Can I place a future order?

Yes. You can place an online order up to 7 days in advance.

Q: What happens if I want to change an online order?

When the order arrives at the location, it arrives as a closed check so we are not able to make changes.

  1. If the change is simple with no-additional-charge, we would be happy handle it.
  2. If the change requires an additional charge we will need to ring it on a new separate ticket.
  3. If you want to remove an item, we recommend logging into and modifying you order. If you do not have an online account, we recommend calling the location to modify your order.
  • What is a simple no-additional-charge change?

Removing an ingredient or substituting a similar ingredient that doesn’t have an upcharge. For example, removing tomato from a burger or substituting mixed vegetables for the fries is a simple no-additional charge change. If you want to substitute sweet potato fries or add cheese, there is an upcharge and we will need to ring it on a separate new ticket (manager’s discretion).

Q: What kinds of substitutions are allowed?

Substitutions or removal of the natural choices of a menu item are allowed. We automatically listed a range of natural substitutions for each menu item. For example the Bacon Bleu Burger will ask which of the ingredients you want to remove and which side you would you would like to have. If you substitution is not listed, we recommend calling the location to modify your order.

PAYMENT

Q: If I order online, can I pay in the store?

No. We all online orders need to be pre-paid using a credit card or Silver Diner gift card. If you would like to pay at the store, please call the location to place your order for carryout or car hop. 

Q. Can I pay for an online order using cash?

No. Please use a credit card or Silver Diner gift card to pay for an online order.

Q: Can I use a Silver Diner gift card to pay for my online order?

Yes.

Q: Can I use my 110% Certificate to pay for my online order?

No. We apologize this feature is not available. If you would like to use a Silver Diner 110% certificate, please call the Silver Diner location and place the order over the phone for carryout or car hop.

Q. Can I add a tip to my online order?

No. Once the order is received the check is closed. For great service, you can tip the driver in cash.

Q. Can I pay cash at car hop?

No. You can either pay by credit card or gift card on SilverDiner.com or you can pay by credit card, Apple Pay or Google Pay using our Text 2 Pay service. 

Q. Can I pay cash for my delivery order?

No. All orders must be paid in advance with a valid credit card or Silver Diner gift card.

EAT WELL DO WELL

  • Do I need to be an Eat Well Do Well member to order online?

No. Anyone can place an order as a guest from our website.

Q: Can an Eat Well Do Well member earn points when they order online?

Yes. Registered Eat Well, Do Well members can earn visit points and use their rewards when they place an online order via the Silver Diner mobile application or via the website as long as the order subtotal is above $5. You will be asked to enter your Eat Well, Do Well username and password before starting your order.\

Q: Can an Eat Well Do Well member use their loyalty rewards ($5 off or other) when they order online?

Yes! All Eat Well, Do Well rewards available to use for online orders will be shown in the shopping cart if you login using your Eat Well, Do Well account before placing your order.

  • I placed an order online but have not seen my Visit Credit applied to my account. What do I do?

Visit Credits for online orders are only applied after the order is complete. If you have picked up your order and still do not see your point applied, please contact Guest Relations at 1-866-561-0518

Q: I was logged out of online ordering while in the mobile app – what do I do?

Close the Silver Diner app and open it again – you will be automatically logged back in to Online Ordering.

ISSUES OR REFUNDS

Q: How do I cancel an online order?

If you are placing an ASAP order you will not be able to cancel the order, since the order immediately goes to our kitchen.  However, you can cancel a future order from the Silver Diner mobile app.

Q: There was a mistake with my order. How do I request a resolution?

We apologize for the inconvenience. To assist you with resolving this issue please contact Guest Relations at 1-866-561-0518 or email them at www.SilverDiner.com/contact-us.  Please contact Guest Relations within 72 hours (3 days) of the issue. To expedite the resolution, provide the following information: 1) Order Number, 2) Date, 3) Location, 4) Contact Information and 5) Description of the Issue. If you are an Eat Well Do Well member, please provide your account number so we can expedite the resolution.

Q. I made a mistake with my order (wrong location, wrong service, wrong item). How do I request a resolution?

Please contact the store immediately to try to cancel the order. If you contact the location after the food has been made, we will be unable to cancel or refund the order since the order has been fulfilled. You can either continue with your order or contact Guest Relations at 1-866-561-0518 or email them at www.SilverDiner.com/contact-us for a certificate for a future visit.

Q. My food was cold. How do I request a refund?

Due to the nature of carryout food, we cannot guarantee the temperature of our food once it leaves the restaurant. We will not refund an order for incorrect temperature. If you have any questions please contact Guest Relations at 1-866-561-0518 or email them at www.SilverDiner.com/contact-us.   

Q. There was a mistake with my order last week. How do I request a resolution?

We encourage you to immediately contact the location you ordered from or Guest Relations to resolve the issue. Due to the nature of carryout, we are unable to resolve issues older than 72 hours/three days.

 

 

Kids Club

 

Q: How does the Kids Club work?

Using your Card:

  • Present your kids club card to your server to receive a point (dine-in only or phone in carryout only)
  • Each kids club member must purchase $4.99 or more to earn a point
  • Every time you earn 5 points you will earn a reward for free kid’s entrée.
  • The member can use this reward on either a kids or adult menu item up to $7.99 value (dine-in or phone in carryout only) .

 Receiving your collectible:

  • After swiping your card for a point, your server will bring back your card along with a sealed envelope.
  • The envelope will contain your collectible pin along with a chance to win an instant prize
  • If you win an instant prize, you can choose to use it immediately or at a future date (dine-in or phone-in carryout only).
  • To redeem your instant prize, please give the paper to your server

 NEW – For online orders, you can now request to receive a collectible pin. Simply indicate you are a kids club member when you order a kids meal. You will find this option when you place a kids meal order at SilverDiner.com.

Monthly Offers: Kids Club members will receive a monthly offer. The offers will vary from dine-in only exclusive offers to SilverDiner.com exclusive offers. Please note, Dine-in only offers can also be used for phone in carryout orders.

 Collecting pins:

  • You have a chance to collect up to 10 different pins. Collect all 10 to receive a free t-shirt.
  • If you receive a duplicate pin, you can either keep it or return it for an extra point.

 

Special Events/Activities: (on hold)

  • We will host 6 events throughout the year
  • Some events will be dine-in events (at your table) and some will be car hop events
  • Special themes, activities and prizes for kids club members
  • Visit silverdiner.com/kids to see the event schedule

NEW – Due to the pandemic we introduced two new activities for Kids Club members. If you order a Kids Meal you will receive a special activity card with your meal, for all To Go orders and Dine-in. The activity will change each month.  In addition, each week we email a “home edition” activity that is more complicated for you to complete at home with your parents assistance. We also have periodic contests as well. To receive the emails, please make sure you register your Kids Club card.

 

Q: What do I do if I’m not earning rewards when I dine-in?

This means you have a Kids Club card that has not been registered. You can register your card number at SilverDiner.com/kidsclub or by calling Silver Diner Guest Relations at 1-866-561-0518 M-F, 9am-5pm. Please note, if a card is not registered the name of the child will not show up on the receipt.

Q: How does the Birthday reward work?

To receive your birthday reward you must register your account before the first of your birthday month. If not, your reward will be issued in the next calendar year. For example, if you birthday is July 3rd, you must register your account by June 30th. The Birthday reward is valid dine-in or phone-in carryout only.

 

Q: I’m ordering delivery through Silverdiner.com. Can I earn points? Can I use my reward?

No, Kids Club accounts and rewards are not supported through online ordering. However, during the COVID pandemic, you earn points for your online order by calling Silver Diner Guest Relations and providing your receipt number. Every so often we will also offer rewards that are valid for online ordering at SilverDiner.com.

Q: What if I have forgotten or lost my card?

Please call Silver Diner Guest Relations at 1-866-561-0518 Monday – Friday 9am – 5pm ET and provide them with your Kids Club Account number and receipt number so they can apply the point to your account or transfer your existing points to a new card.

 

Q: My child forgot their card. Can you look up his/her account using my phone number?

Yes. Due to the pandemic we added a feature to the kids club account for phone number look-up. Please check your account online to make sure you registered a phone number. Or you can call Guest Relations to add a phone number to your kids club account.

 

Q: My child forgot their card. Can they still get a pin?

No, a Kids Club card is required to earn a point and pin during any visit.

 

Q: My child already has this pin. Can I get another one?

No, but you may trade in the extra pin to your server to receive an addition point towards your complimentary kids entrée.

 

Q: What happens when my child turns 13 years old?

When your child turns 13 years old, they are eligible to join the Eat Well, Do Well Rewards Club. Their Kids Club Card will continue to work for 30 days and their Complimentary Kids Birthday Entrée & Dessert will be redeemable for 30 days, after which their account will become inactive.

Q. My child is ordering online at SilverDiner.com. Can they still get a pin?

Yes. Simply indicate you are a kids club member when you order a kids meal. You will find this option as a kids meal modifier, when you order a kids meal from SilverDiner.com. This option is also available on Doordash.com, UberEats.com and Postmates.com. It is not available on GrubHub.com.

Q: Can my child used the earn reward on an adult menu item?

Yes. As long as a minimum of $4.99 is spent, a Kids Club member can earn a point for any item ordered. Please note, to earn a point for an online order through SilverDiner.com, members should call Silver Diner Guest Relations at 1-866-561-0518.

 

Q: Why can’t I have one Kids Club card for multiple children?

Our goal is to make each child feel recognized. Based upon feedback from our guests, each child will be able to enjoy collecting their own set of pins and having a card just for them.

 

Q: How do I check my account?

Visit silverdiner.com/kids to login to your account and view visit history, update your information, etc.

 

Q: My kids do not have an email address. Can I use the parent’s email?

Yes. You can use a parent’s email to register one or all of your children who join the club.

 

Q: My kid is currently a member of Silver Diner’s kids club. Does his/her membership automatically transfer to the new kids club?

No. Former Kids Club members will need to sign-up for the New Kids Club. They will NOT be automatically enrolled.

 

Q: I collected all 10 pins, do I receive a prize?

Yes! Once you have collected all 10 pins, you receive a t-shirt with your choice of any of the available designs.

Silver Diner Kids Club Terms & Conditions: The Silver Diner Kids Club is for individual customers, 12 years or younger. To qualify for points individual kids club members must be present, present their card at the time of purchase, with a minimum dine-in purchase of $4.99 per member per visit (excluding tax and tip) at all participating Silver Diner restaurants. The Kids Club rewards do not work with online ordering. To earn a point for an online order at SilverDiner.com guests will need to contact Guest Relations. Certain restrictions apply.

Kids Club rewards can be combined with one instant prize. Instant prizes are not valid in conjunction with any other instant prizes, discounts and promotional certificates. Kids Club rewards and instant prizes are valid for dine-in or phone in carryout orders online. They are not valid for online ordering.

Silver Diner reserves the right to add or withdraw participating restaurants, to make changes in the rules or prizes, audit or cancel your account, or terminate the program at any time without advance notice. Federal and State tax liabilities are the responsibility of the card holder. Participating sponsors may impose their own rules. Applicants must be 12 years of age or younger to become members. Employees of Silver Diner Development, Inc., and its affiliated companies and their families are not eligible for membership.

 

 

Linking to a School

Q: How do I link to a school?

From the mobile app: Click the menu icon on the top left of the app, scroll down and select “Link to a school.” You will be asked to enter your username and password to access your account and link.

Online: Visit silverdiner.com/ewdw. You will be asked to enter your username and password to access your account and link.

Please note, Guest Relations does not have the ability to link your account to a school.

 

Q: Does my school get credit if I order online for Delivery of Pickup?

Yes! If you are linked, your school will receive credit for all orders dine-in or from SilverDiner.com.

 

Q: I don’t see my school listed when trying to link, how do I add them to the program?

Contact your nearest Silver Diner and speak with the Operating Partner/General Manager for information on how to enroll. Visit silverdiner.com/locations for a list of our operators.

 

Silver Diner Mobile App

Q: How to I install the Silver Diner App on my phone?

Visit the Apple App Store or Google Play Store and search “Silver Diner” to install.

 

Q: I already have an Eat Well, Do Well card; can I still use the app?

Yes. Install the app, select log in using your user name and password.

 

Q: Why does the app say my email is already in use when I try to register?

Email address can only be used as a username once. Please choose a different email to register with or call Silver Diner Guest Relations at 1-866-561-0518 Monday – Friday 9am – 5pm ET

 

Q: How to I use the app to get credit for my visit?

Within the app, select click “Check-In” and select your location. Present your 4-digit number to your server.

 

Q: I am trying to check in but there are no locations listed. What do I do?

This likely means you have disabled location settings in your phone. You can either enable location settings or swipe down on the locations page to reveal a field to enter your zip code and search by radius.

 

Q: Where can I find my account or card number on the mobile app?

Select the “Account” link in the sidebar of the app. Your account number is shown here.

 

Q: A page won’t load and says “Request Timed Out”.

Check to ensure you have an internet connection. Once you have confirmed that you are successfully connected to WiFi or have data coverage, close and re-open the app.

 

Q: I was logged out of online ordering while in the mobile app – what do I do?

Close the Silver Diner app and open it again – you will be automatically logged back in to Online Ordering.

 

Open only to residents 18 years or older of New Jersey, Maryland, Virginia or Washington, DC. Void where prohibited by law. No substitution or transfer of prize permitted by winner. All federal, state, and local taxes are sole responsibility of winners. All federal, state, and local laws and regulations apply.

Prize is 1 (one) $150 (one-hundred and fifty-dollar) gift-card for 1 (one) person at the Silver Diner.  Only valid at Silver Diner locations and cannot be redeemed for cash.

Entries must submitted between August 5th , 2020 and 12AM EST August 16th, 2020. The winner will be randomly chosen from all entries and announced on Wednesday, August 19th, 2020. The winner has one week to accept the prize. By entering you give consent to receive communication from Silver Diner, Inc. By accepting prize, winner agrees to hold Silver Diner, Inc., their respective directors, officers, employees and assigns, harmless against any and all claims and liability arising out of use of prize. Winner assumes all liability for any injury or damage caused, or claimed to be caused, by participation in this promotion or use/redemption of any prize.