Chuck's Roadhouse Bar & Grill — Restaurant in Cambridge

Chucks Road House at 80 Dundas St S in Cambridge, ON. Saying I am extremely disappointed is an understatement my family and I arrived here at 9:45 pm and we have been waiting for our order of for 1.5 hours. First of all let me just say the ownership and customer service this establishment is embarrassing. When we arrived we were sat at a table for 4 when we politely asked for an empty booth that was next to us, the waitress said “no problem let me clean that up for you immediately”. The booth was promptly clean but then given to another customer. Understanding that there might have been a mix up we asked our waitress what happened she apologized and sat us at another booth which we said “hey no problem” with a smile. Little did we know this was about to be the worst restaurant experience we would ever have in our lives.

After waiting an addition 35 minutes for our food I then asked do you mind checking with the kitchen as we have been waiting for over 40 minutes. The waitress apologized said “yes” and came back and said I asked them to put you at the top of the order list. Fifteen minutes later someone from the kitchen came out and said we lost your order can we have it again, you will have your food in 5 minutes. Ten minutes after that our waitress came over and said “the kitchen forgot one item on your order can you tell me the order again?”

By this point we have been there for 1.5 hours with multiple promises of “food will be out in 5 minutes” and nothing not to mention our waitress didn’t even ask if we needed another drink or came to check on us.

Finally I had enough and asked to speak to the manager, who come to find out now wasn’t even a manager. Her name is ALLEY, her first response was not I’m sorry or how can I help it was, “Everyone orders and 9 pm and the wait is long” I responded with “but these other tables came way after us and are eating”, she lied and said “they have a different waitress” clearly we can see our waitress serving these tables. After asking why she felt it was ok to have customers wait for 2 hours and not even care she then said “do you want your food or not?” basically shut up or leave if your going to be upset. I’ve have never in my life experienced such rude staff who put blame on anyone else but themselves in my life. Why were they agitated with us for asking for our food 1.5 hours later. Why were we made to feel like we did something wrong? We left no food and 2 hours later.

Wether the mistake was the kitchen, the waitress, the hostess, you all work for one company. Take ownership and apologize instead of making up excuses and blaming your own co-workers. When mistakes are made the best thing you can do is fix them promptly not have a customer wait an additional 40 minutes and still not receive their order. Have some compassion for people my time is just a valuable has yours and I am was choosing to spend my hard earned money at your establishment to be told “to bad you can leave if you are going to get upset”

NEVER again will I enter this restaurant but I am sure you don’t care because by the way you do business we are just another...

My husband, our 2 toddlers and I came here for lunch today around 1pm. There wasn't a sign to instruct if we seat ourselves or not, and no one was coming over after we made eye contact with servers that were standing around (not Christine) so we just sat down. We clarified after with our server the policy is to wait at the door. We did apologise for just sitting. Our server Christine was very polite, friendly, and helpful. Our table was surprisingly really dirty and sticky. I was surprised at how dirty it was, as it was dirty as if it hadn't been properly cleaned (just wiped, not cleaned) for more than 1 meal sitting. So was the high chair we were given. Our server was very helpful in cleaning the table. I used a baby wipe on the high chair as it was super dirty and did not want fresh chemical cleaner on top of where I was putting my child. The high chair seat belt strap was broken off which was also surprising for a new restaurant. I wonder if these were old high chairs. There was only 2 for the whole restaurant and the second was being used,so our entire meal was highlighted by the joys of trying to assist a busy 21 month old to sit safely. Our food order was great except we had a big issue with my husband's ribs. He asked for them charred, and they came uncharred (just one grill line in the middle) and room temp. at best. It was like they were not cooked properly. Like they just put them in the microwave, slapped some sauce on it, put it on the grill for the line and then heat lamped. We asked to have them heated up. Typically, in a restaurant, you would assume this would mean putting them back on the grill to heat it up. No. Not here. They put his ribs in the microwave!! The worst part was, to have microwaved ribs took forever and the place was not busy. I had finished my steak entreé and sides and our two children had finished their whole mealby the time he got them back. It took so long I actually assumed they were making him new ones. Nope. Microwave. So we didn't even get to eat as a family. By the time his food came, our 3 year old and 21 month old were of course, done with being there and beginning to melt down so I had to take them to the window to keep them entertained so they didnt disrupt other diners while my husband ate by himself. My husband explained his dissapointment about the ribs to our waitress, but I think by no fault of hers she was too new in that setting and probably not trained properly to know that a customer feels ripped off when the kitchen pulls fast one on people's orders and she should have told the manager (that knew we returned the ribs) to get out there and talk to her table to find out what happened and fix it fast. He left her hanging.

Then, the kitchen should have worked to correct the mistake asap, not leave my husband to then eat alone because you took so damn long. Or even ask how he wanted it heated.

If you think people can't tell when the kitchen completely cuts corners to push food out you are so sadly mistaken. No manager even came to the table to find out what happened. Very poorly run establishment. ...

Thursday April 14, 2022

We arrived at Chuck’s on Dundas St. in Cambridge at approximately 10:15 pm. We were seated on high-top seats in bar area near the kitchen. Our waitress took our drink order of 1 jug of beer and brought it to us 10 minutes later. We sat for a long length of time when I finally had to flag down our waitress and asked if we could order now (it was approximately 45 minutes after we arrived there). After ordering, we patiently waited for our food to arrive. By approximately 11:45 pm (90 minutes after our arrival) we decided to pay for our beer and leave since our food was not ready yet nor had anyone checked on us the entire time we sat there, or advised us of a delay. Upon asking our waitress for the bill for our jug of beer she advised us that we had to pay for our entire order (even though we never received it). We expressed that we are not paying for food that we didn’t receive or eat. She said it was too late, that it was already on our bill. We again expressed that we were only paying for the jug of beer ($10). Immediately she got defensive and she told us that she would call the police on us (more than once she threatened us). She also told us that we are “not welcome” in their restaurant again. We paid our tab for the beer and left. By this time it was close to 12:00 am. The next day we called the General Manager at this location and spoke to him. He told us that this was not acceptable from his employees. He said he would take care of this and that he would call us. As that we asked for was an apology from the waitress. We were not looking for anything else. He has not called (it has been 1 week today), nor has he responded to our email. This is not acceptable. Being threatened to call the police is wrong. To be told we are not welcome there any more was heard...