Chuck's Roadhouse Bar & Grill — Restaurant in Burlington

I've been to this location over a dozen times. The service was always top notch as well as the food. The last 3 visits were definitely not at par with what we had expected. 1. The service was extremely poor. Waiting for water, for our order to be taken, for our food to come out, and follow-ups (ie. Drink refills). 2. The food has come out to us cold or overcooked. The quality of their appetizers has gone down drastically. Yesterday was our final test and unfortunately it was a terrible experience. We arrived at 8:50pm and wanted to order a few appetizers as it's 50% off after 9pm. A lady arrived at our table at 8:55pm and took our order - which included 2 waters, buffalo chicken quesadilla, nachos with buffalo chicken and loaded fries. It took about 10 minutes to receive our water and at that point we knew it was going to be another flop. There were maybe 3-4 tables full, but the rest of the restaurant was empty. We had finished our water and had not seen our waitress for some time. Finally she made her appearance and started to take other orders and serve the other tables; completely ignoring us. At almost 9:40pm our food was finally served to us. The 3 items that we ordered were rather simple to make and given the lack of people dining, we didn't expect to wait this long. We set a timer and planned to walk out if it didn't arrive by 9:45pm. The nachos were overcooked and had barely any chicken on-top. There was more salsa and sour cream than chicken and cheese. The buffalo chicken quesadilla had no kick to it and was super dry. The quesadilla was burnt on both sides and had a disgusting burnt taste to it. The only thing that came out proper were the fries, which were just an add-on that we didn't even expect to order to begin with, but had decided last minute. In the three recent times we visited, we never complained as we thought maybe it was a one off. However, we've come to the conclusion that we won't return. Our previous experience was just as terrible and we decided to eat, pay and leave. Our rare steaks weren't cooked properly at that time, but it was a long wait for them, so we said nothing as we just wanted out of there. Last night was a true eye opener for us. Given the lack of customers we had high hopes. We ate quickly and left at 10:03pm. I know we had only ordered the 3 appetizers, but it's the principle. We planned to order more, but decided against it after the long unnecessary wait. If you plan to visit a Chuck's, I would recommend trying another...

My husband and I went to the Burl Chuck's with one of our 4 kids Saturday night for the first time and it will definitely be our last time!! We had heard great reviews from parents on different sport team so we were looking forward to our first time. Waited over 15 min to have drink orders taken (or even acknowledged that someone will be coming shortly) despite multiple servers walking past repeatedly. Finally, someone came without an apology over the wait or even a proper greeting, she took our drink orders and asked to take our food order at the same time. Good thing because it took 25 minutes to get our drinks brought back to our table, even though we saw three employees behind the bar who did not look busy. When the drinks arrived with no comment or apology, I said to her 'ahh, finally''. She wouldn't look at me but said rudely "we had 5 people call in sick and I'm the manager, I shouldn't even be serving but I've been working since 10 am". It went on like this. Waited with empty salad bowl and drinks on the edge of the table for refills - she'd walk past without making eye contact or grabbing them to refill. Another manager (man in his mid 40s, dress shirt and slacks) was also there walking around but didn't once acknowledge or grab our empty plates/cups. We were served our food, no ketchup and mustard for burgers and fries. Went and got it ourselves. Tried to get the bill for ages despite wanting dessert - we just wanted to get out of there. Tried for over 15 minutes to get our servers attention as she walked back and forth without making eye contact and then while she was leaning on a table having a great conversation with 2 ladies a few tables over. Finally, asked another server for the bill. When this server/manager comes with the bill, she brings the machine and says debit? grabs the card and sticks it in, keys in the numbers without even letting us review the bill (which happened to be wrong - charged for a full AYCE salad and not an entree AYCE salad). Husband and I have both been in customer service for decades. If this is the general manager's attitude, this restaurant will not survive. We understand being slammed with large groups, employees not showing up etc. But an acknowledgement and an apology will go a long way. The restaurant was not packed, there were lots of empty tables but that was the service from a manager? Terrible. We will not be recommending this restaurant to any of our friends/families/teams. We will also not...

My husband & I decided to take advantage of the rib special yesterday & were extremely disappointed to say the least. We arrived at 4:45, waited several minutes to be seated which surprised us because it was not busy. One table had 2 customers at a booth in the area we were seated in & a few folks at tables in the bar area. Not busy at all. The young gentleman finally seated us & took our drink orders immediately. To be fair, this young gentleman was very attentive, with refills etc., polite, and later very apologetic for our food. My husband ordered the full rack, & I had the combo (half rack with wings with a Caesar salad). Our order was placed at 5. Our server came back to our table at about 5:25 to apologize & let us know that it would be about 5 more minutes for our order. Keep in mind that it wasn’t busy but to be fair more folks started to arrive at about 5:30. I kept checking my phone for the time because we noticed another table which arrived well after us, getting their food before we did. Our food was finally served at 5:40...ribs were burnt, literally charcoal at the narrow end of the rack, very very dry (how do you dry out a rack of ribs that is riddled with fat, they should be tender & falling off the bone) and if I was blind folded I would not know that I had Caesar dressing on my wilted, obviously not very fresh lettuce. Some of the lettuce had brown, rotting edges. Even our server said that was “disgusting” & apologized yet again. We kept telling him that we understood this wasn’t his fault but to show the rotting lettuce leaves to the chef as well as passing on our reviews of the ribs. We felt sorry for our server cause he appeared embarrassed by our experience. We also noticed food going back to the kitchen from 2 other tables. We’re new to Burlington and thought we would try this location as we’ve been to other locations at Niagara Falls, Mississauga & Brampton in the past. Those locations also had some issues but nothing like this! This may have been an off day...??? But we doubt that we’ll be returning.

Again, to be fair to our wonderful server, K————-, he did offer to take our food back to the kitchen & get us a fresh order but I told him we didn’t want to wait another 40 minutes for our food. Unfortunately, I did notice the old lettuce leaves until I reached the bottom of...