Swiss Donair — Restaurant in Edmonton

Friday August 8, 2024 (order #6) 2 cheeseburgers, no onions Fries and gravy Falafel wrap (all veggies, added banana peppers, fusion hot sauce and fries for a change)

Above is our complete order. Included attachments are two pictures. The first is my wrap without added ingredients. The second picture is the correction, yay!

Today we came in and ordered our regular, service was great, it did take about 7-10 minutes, but that is normal when I order the falafel wrap. Rather, it was great until we got home and realized that none of the extras I ordered were there. No big deal, I think. It is a small, yet frustrating inconvenience. At least I did not pay for the extras.

The problem begins when I call back to let them know I did not receive what I paid for. So I call Swiss donair, to let them know my order is wrong, I explain it, and I am told I can get a $10 credit towards the next time I come in. They ask for my name. perfect, right? Not so fast. They hang up on me, before getting my name. Okay. Maybe someone had a bad day, maybe they are in a rush. Who knows? So I go back to Swiss, and I am glad I did. I explain to the worker taking orders, that I did not get what I ordered. To which I am told “yes we checked the cameras, and we did in fact add those ingredients”. Speechless and nearly fuming at this point, I tell her “I do not believe you checked the cameras, because I have picture proof” to which she shuts up, and offers to make me another, free of cost. She checks the picture, which proves to me that she did not check the cameras. So not only was I lied to, had I not had proof, I likely would not have been compensated, and I would not have gotten what I ordered. To add to this, we understand customer service is often overwhelmingly stressful, but this happens regularly. We only go a few times a year, and it seems like every second, if not almost every time we go, there is something mixed up. Usually it is minuscule such as onions on a burger that is supposed to have no onion. Other times we order a cheeseburger, sometimes it is missing cheese (which we do pay for) but usually we do not even complain.

I am beyond disappointed today, because we all love Swiss donair, usually they are very kind and respectable, but today after being lied to, I feel different. Almost disrespected as they really tried to tell me that I was not being honest.

If there is anything to take from this, it is feedback. Swiss + family, if you are reading, we love your food, the atmosphere is great and even the family is amazingly kind, and very talented in culinary arts. But after today, I really want to take business elsewhere, small inconvenience, such as a messed up order is exactly that, a minor inconvenience, but lying, is completely unnecessary and...

Edit. I hate to dislike this wonderful little place. But every since its renovation and the bump in staff. It took a bad turn. I get you need to up prices, and that's fine. But let's talk about the food and when the average family is going out to eat. It's just not what it used to be. I get things change, and cooks are different. But what I got from here the last 5 times was horrible. And it's not that I'm picky. Hell, I'm a tubby guy, and I'll eat anything that comes within the range. But still. You ask for small requests like less this more that or even just what you get. It's bad. Donairs, I don't like much sauce, so why do I get a soup between some bread. Or you know my chunky but loves poutines. But hey, I'll say I'm trying to cut the gravy cheese and sweets, but why is there so much gravy and salt even after I ask. But in general, it just comes out a mess like a McDonald's big mac. And it's not a good mess. And I'm not one to cry over my food. But when I dig in and find all kinds of bits and bobs from other meals in my meal like chunks of onions or chicken that isn't in the meal to begin with, it's concerning. People these days pay a lot, so when they get out to eat, they have higher expectations, and it's hard to make everyone happy, yes. But this was, and it is still that spot for good food. But it's starting to get to be a bit much when you don't even get an order right when it's simple. I'm not no management expert and have no idea how to fix something like that, but you gotta start now before it becomes a problem. This place brought so many good memories with its food, and god forbid. I dislike it because of some stupid small problem that could also be my fault as well somehow. But when someone doesn't listen, you on an order then get the wrong thing too many times. It's hard to wanna go back. And note I tip. All I got going on is feeding these rolls and my little dog, so I got funds, but not everyone does. Still love the place, but hopefully, they see this and find a way to better...

Swiss Donair has been my exclusive donair spot for 8 years. Today I decided to place an order on Skip for 2 people. When the order arrived it was missing donair sauce and the donairs were about 40% smaller than usual.

My partner called in to see what could be done. When she mentioned the donairs appeared to be kids donairs, she was dismissively told they are including less meat. The call taker checked the order and was very condescending when she read out the clear instructions that were left requesting donair sauce on the side, which she seemed surprised to hear was also missing. My partner was instructed to contact Skip who would be "more than happy to assist." She did not offer any other support or an apology for messing up the order.

We contacted Skip and were issued a $3.15 refund. This means we ended up paying $27.00 for two dry kids donairs. It's like having a pizza joint deliver a pizza with no sauce, to me this is pretty much inedible, as were these donairs.

The value just isn't there anymore and in this case, neither was the customer service. I wont be purchasing again. I would advise Swiss to adjust their online and in-store menue to reflect that they have cut the amount of meat in a regular donair by a significant margin while maintaining the...