Roy's Place — Restaurant in Alberta

Having been a disappointed customer of Roy's Place Restaurant (more than once) I just have to give a review. My husband and I were in there today, he ordered veal cutlets, they were very tough. Even I tried them and had trouble chewing it. He ask to speak to Keith (the owner who was unavailable) so the manager on sight (Brandy) came to our table. My husband said to her "it seems your meat wholesaler is not doing the right thing by you because these veal cutlets are too tough for me to eat. Veal is supposed to be a tender cut because it is a young calf. Brandy said it's what we use all time and we bread it ourselves, I chimed in and said it isn't about the breading it's about the meat (flavor was good, just tough). She said she would mention it to Keith. So then I said I have a complaint also, her response was "oh, so we have two complaints now^. On a previous visit to Roy's I ordered Mushroom Fettucini Carbonara (what I was served was Mushroom Fettucini Alfredo). I complained then about the difference in the two dishes but only to the waitress. Some time later we were back in the restaurant, my husband ordered the Carbonara and it was real carbonara made with eggs (no heavy cream sauce). So I thought the chef has corrected the dish, yea, and I decided to order the Fettucini Carbonara today. Guess what I was served, Fettucini Alfredo. I made the complaint to Brandy that the two dishes were not the same and I didn't get what I thought I had ordered. Her response was "that's the way we always make it"). If that's the dish they want to make, fine but call it by the correct title Mushroom Fettucini Alfredo. Change it on your menu, so there will be no doubt. BRANDY by the way got quite an attitude. My husband who has owned his own successful business and has managed several others, reminded Brandy that the "customer is always right". Her response, "No they aren't "!! Very Rude, I must say however, our server Katie was very good and we were happy with her service. Thank you for allowing me to complain and vent. When eating at Roy's ask lots of questions before ordering so you get what you are expecting to get (tender veal and...

Original Review: Old run down restaurant with a team of very rude and racist staff. Stay away from this place and spend your money at a better place that cares for its customers.

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Response to your comments: We (group of 4 families) arrived separately within a span of 30 mins. The family that arrived first had ordered food for takeaway, they asked for a permission to dine in which was allowed. But no plates or cutlery or water was served to them even though they paid a very generous gratuity upfront. They had to eat fish and chips without a fork or a knife. Your so called well trained staff was watching the struggle and decided not to help.

Rest of the 3 families ordered food for dine in when arrived and were treated in the same way (no water, no cutlery etc). Serving staff members disappeared in the kitchen and we had to call them for help. No one from the group tried entering the kitchen and we were all very respectful of your staff and other customers by being extremely polite. Please watch the CCTV footage again.

The cash register and cupboard with cutlery and plates were present on the main floor and one of our friends went to pick it up from there when a rude staff member rushed out of the kitchen to mention that this is a staff area (there was no sign). The staff offered no apology for forgetting to serve cutlery or water. We had kids in our group who were thirsty. After formal complaint, the supervisor herself brought water to each table and we thanked her for the help.

Rather than contacting us and sorting the issue out by apologizing, you have decided to make false accusations in an open forum shows your leadership and customer service training/expertise.

As per my original comment, I would recommend my friends and family members to stay away from your...

I visited this restaurant today around 3pm and unfortunately had a deeply disappointing experience that I feel compelled to share. From the moment I entered, I noticed that the staff lady (Marcella) seemed unusually cold and dismissive toward me, in stark contrast to how she welcomed other customers.I ordered my food in advance on phone and she didn't even ask me at that time the order is take out or dine in ,upon arrival order was ready in takeout bag ,but as soon as i told her that can i dine in she gave me weird look and told me that she needs to re do my order and to avoid this hassle i told her can i just sit and will eat from takeout boxes she said ok in very rude way . I paid for my food first and gave her 15% gratuity ,she didn't even ask me for water and no napkins or cutlery was in our takeout box , I go to the counter and again that rude lady Marcella gave me weierd look I grabbed some napkins and cutlery and start eating the food then few other customer came and she was no nice to them as soon as they enter she greeted them very well and gave them menu card and water with a smile on her face .When I asked to speak with a manager about the lack of service and the uncomfortable atmosphere ,the manager acknowledged this and start serving glasses of water to our table but it was too late as we already finished our food.The reason for writing down this review is No one should be made to feel unwelcome or disrespected because of who they are. I sincerely hope this establishment takes a hard look at its staff training and customer service policies. Discrimination has no place in the hospitality industry—or...