Swiss Chalet — Restaurant in Edmonton

Hello,

I am writing in regards to a negative interaction I experienced at your restaurant located at 17004 107 Ave NW, Edmonton, AB T5S 1L8. This incident involved the manager and another employee.

I placed an order for the Thanksgiving Feast, and I had specifically requested dark meat, yet when I received my order, I was given white meat. Unfortunately, I didn't realize this error until partially having consumed the dish. I was feeding my two toddlers a few bites and then handed the box over to my spouse, who has a preference for dark meat. He noticed that it was the chicken breast, so we decided to address the error.

When we arrived at the drive-thru window, we explained the discrepancy to the cashier, where she asked for the box in return. Moments later, another female employee, who is seen in the video below, hands us over a box with only the chicken. I politely asked where the fries and stuffing were, given that there was still plentiful in the box that I had given the previous employee. She then proceeds to argue with me, claiming that the box was empty and even went as far as fetching the disposed box out of the trash bin to show me, but even despite that you could clearly see that it was not empty. At this point I was extremely appalled by her lack of professionalism and repulsive behavior, so I hand her back the box of chicken and request a refund because I have dignity and I simply refuse to support an establishment that treats their customers in this horrendous manner, especially infront of children. She then storms off aggressively, and the manager arrives at the window stating that he's not issuing a refund and that he's contacting the police if we dont leave the property and walks away.  I continue to wait outside, anticipating that he'll return and just issue the refund so I can be on my way.  But shortly after, I witnessed him going to each vehicle behind us and advising the customers that we were the cause of the delay in them being served. I didn't want to inconvenience other patrons or get into any confrontations, so I proceeded into the restaurant to hopefully have the issue resolved, but the manager continued to be combative and refused to assist me. He stated he was not refunding  my money and to file a complaint with head office and disappeared into the back. I asked the staff for the name of the manager and the other employee, so I could include it in this complaint,  but they all declined to provide their names.

I've been in the customer service field for 25 years and have worked in the food industry for 10 years.  Therefore, I understand what it's like to be on both ends.  I don't feel entitled, and I try my best to avoid confrontation. I went to Swiss Chalet with the intention of grabbing a quick bite with my family, I didn't forecast that these series of events would transpire over a simple request for a refund. We left upset, and our evening was ruined as a result of our negative experience with your employees.

Now, considering the interaction we received, it's evident that your employees lack training. The managers position is to deescalate the situation, apologize, and offer an appropriate solution, which he failed to do. His incompetence as a manager is reflective on the employees and is jeopardizing the experience for all guests at this location, and after this interaction it comes to no suprise that they're rated 3.8 stars on Google, and it appears there are several complaints involving this particular manager.

Considering all the factors, I trust that I will receive my compensation and that the mentioned staff will be reprimanded to ensure events of this manner do not occur in the future with other guests of Swiss Chalet.

Thank you, and I look forward to your response.

Regards, Mary Tigbayan

**took weeks for the district manager to contact me, said she would visit the restaurant and follow up with me, haven't heard back since, and never received any...

Tonight my husband and I went to this Swiss Chalet/Harvey’s. I placed my order first and then when my husband decided what he wanted he placed his order. We sat and got our food and when the food came my coleslaw had barely any dressing on it, which left it tasteless and dry. I had to ask for a new one to be made and my husbands fries were soggy but he didn’t want to say anything. While we were eating we realized that our cashier didn’t ask us if we collect scene points. So when an employee walked by we asked him if they still give scene points. He said yes, so my husband said that the cashier didn’t ask us if we collected them. His response was “well I don’t know I wasn’t part of it” and that “you can’t get them now”. My husband told him that he understood that but for Wong (the employee) should tell the cashier that she should be asking customers if they collect. He kept arguing with my husband. So we asked for his name which if gave us no problem. But when we asked for the cashiers name he said he couldn’t give it because of privacy. So I asked the female cashier her name and she asked why? I told her because we want to leave a review and she said no. I said she should be wearing a name tag and she in a nasty way “well I don’t have to”. I then asked for her managers name and she refused to give it. I’ve never been to a restaurant where someone was so disrespectful and rude for asking their name or their managers name. How she has a job I don’t know. But she needs to be taught what good customer service looks like. But goes to show the low standards Swiss Chalet has in their employees. We are fairly regular and are not used to this kind of treatment from other locations. But we won’t return to this company again. I paid for my meal and should be treated like a valued customer. We visited on December 9, 2020 at 9:00pm and it will be the last visit. BEWARE DO NOT GO THERE!!!! Horrible service...

When the girlfriend and I travel we prefer to grab just one plate of food and share. That way we can go to two restaurants, or have extra dessert. We like to 'taste' the city we are in. However with the pandemic we pack a snack in the event we get peckish, but snacks can't hold you over forever. I just wanted to go to a place which I knew wasn't going to disappoint. I don't know if I should be leaving reviews during the pandemic, but than I thought what if someone else came to Edmonton and wanted to know what the experience or situation was like:

Social Distancing: (Less tables, people wore masks inside until they sat at a table). I have never been to this harvey's/swiss chalet place. We ordered at the counter and they brought the food to us. I forgot to ask for a packet of salt, and the girlfriend went up to get it, and the server brought it to our table. That is pretty good service, and ensured no one was sticking their hand someplace touching other peoples salt/pepper packets!

Food: I like going to Swiss Chalet for a bite to eat. It's comfort food to me. Chicken, potatoes and gravy. To be honest usually food comes out the 'right' temperature for me and too cold for my girlfriend. I should have prefaced that with I prefer warm food, and the girlfriend prefers scalding hot food. This day we only ordered one dish, but the server split it and put it on two dishes. Well this worked out perfect for us, remember we've been snacking the entire road trip.

I can't say I had any complaints other than the experience is different, but it isn't a reflection on the restaurant, but...