Swiss Chalet — Restaurant in Aurora

Extremely Disappointed – Will Not Be Returning I’ve been a long-time customer of Swiss Chalet and have had many positive experiences at other locations, but unfortunately, our recent visit to this location was absolutely horrible from start to finish. As soon as we began placing our order, a manager came over to our table and whispered to the waitress, “Make sure if they get the all-you-can-eat ribs, they cannot share.” This made us extremely uncomfortable and confused, especially since we hadn’t even finalized our order yet. We also had a coupon for a free appetizer and chose the loaded perogies. When they arrived, it was a completely different dish with a chipotle dip on the side. The waitress told us, “We do it like this for kids, some kids don’t like sour cream ” which made no sense. I pointed out that the loaded perogies in the picture clearly showed sour cream, bacon, and chives, so I asked for it to be redone properly. She eventually returned with the correct dish, but this set the tone for a frustrating evening. I ordered the ribs, didnt even ask which sauce we wanted, she said i picked it for you there popular and when they came, the mashed potatoes were cold and the gravy was lumpy—truly unappetizing. Still, we tried to stay positive and let it slide, thinking maybe it was just an off day. Things only got worse. When I went to use the washroom, there was no soap or paper towel available, which is not only unsanitary but unacceptable in any restaurant. Usually, Swiss Chalet also provides lemon water to clean your hands after ribs, but we were told this location no longer does that—even though another location we visited just two weeks earlier did. To top it off, my kids were looking forward to picking something from the treasure chest, a small highlight of their visit. When my wife asked a different waitress if they could pick something, she told us we had to ask our own server—just unnecessary and unhelpful. As we were leaving, our waitress came outside and asked if everything was okay. We politely expressed that our experience had been quite terrible. We then decided to speak to the manager to explain our disappointment. She admitted to many of the issues, blaming the newness of the waitress, the kitchen being busy (even though the restaurant was nearly empty), and saying it was the waitressses responsibility to oversee the food. She also admitted we were overcharged $8 on our bill but offered us only a free quarter chicken meal as compensation. She claimed it was worth $20 and that should make up for everything. Frankly, this felt like a joke. We left feeling completely robbed of our $100 dinner. Between the poor service, bad food, lack of cleanliness, and weak resolution from management, this experience was beyond disappointing. Sadly, after being loyal customers for years, my family and I will never return to this location—or likely any Swiss...

This review is roe to do with the mobile app, customer support and than the store, but The experience I had is helpful for those ordering through the app. As such, it's not fair to give the store one star and have forwarded my review onto corporate.

Easter Sunday - thought would spare the cooking and try Swiss Chalet again to save on cooking. Placed an order, use the option for scene points, continued to pay. Everything looked good so went to the store 45 minutes later. When I got there the store didn't have the order. I called the online order number. The scene points had been removed from my account and my credit card charged. My outcome was fix things and prioritize my order. Only option refund cc and scene points. Went to do order again. Scene points had not been refunded. Called again and told it was take a week to refund. While speaking, call was disconnected. Second call disconnected too. Third call I asked to speak to supervisor.

My outcome. Fix whatever is wrong with their backend process and have the meal prioritized. All they did was apologize and say how they understood, but offered to do nothing. No resolution was provided. The supervisor attempted to pass me restaurant to get rid of me - the restaurant had nothing to do with the backend issue. Put me on hold for ten minutes before. When she came back, the only solution was for me to call scene. I was also called I should have called the online order number and not the app...

I asked if this is how they wanted to leave the customer experience: without any outcome. My son even said lets not go as the last time we had to wait over an hour for our order. Any company that cares so little about resolving issues caused on their end is a company I will not give another chance to. Next time I want a chicken, I'll just go to the Superstore and get the Swiss chalet dipping sauce there.

UPDATE: A brand representative reached out to me and I was able too communicate what went wrong with the experience. I'm happy with the outcome and hope we will see a positive outcome of this interaction in the...

Disappointed today. Walked in to only be greeted by a young lady server that was just terribly miserable. You could tell as soon as you saw her that she was in a very bad mood and most likely very mad for some reason. Something perhaps may have happened prior to me coming into the restaurant. No hello, no smile (only a frown), and when I mentioned that there would be two of us, she walked away from me with the menus in her hand. I followed her seeing that she did not say a word, and I only walked behind her, since I figured that she was taking me to a table. In the meantime, my husband was parking the car. I asked her as I walked behind her if she may know of an area in the restaurant that could be a bit warmer and away from the air conditioning because I was very cold. Looking at her back I mentioned if she heard what I said, and she turned around with a very angry look, and with a very bad attitude & loud voice and she said “Yes I did”! She just continued to walk away from me, and I continued to follow her. At that point I mentioned that she should not speak to me this way. When I got to the table I mentioned to her that she did not have the right to speak to me the way she did, and that if she didn’t like her job she should get another one. I also mentioned that I would prefer that someone else serves us. In the same previous rude attitude she said “well, that’s not going to happen because I am the only one here to serve you”. I walked away from the table and found the first employee I could find and mentioned to him something to the effect that their waitress has a very bad attitude problem. My husband had just arrived so I mentioned that we should leave. I explained the situation. We went to Boston Pizza, had a wonderful lunch, along with a wonderful service. We paid over $140 so there you go, not our loss. We will not be...