Chuck's Roadhouse Bar & Grill — Restaurant in Greater Napanee

What is it about this location? It could give Chuck’s Roadhouse a bad reputation. We used to go to the one in Pickering and it was great. Food was consistently good. It was one of our “go to”, restaurants. We recently moved to the Napanee area and were thrilled to see a Chuck’s in town. Well the thrill was out the window once we decided to dine there. All the negative reviews are bang on. For some reason, this location does not know how to cook a steak properly. I requested medium, and I got well done…sorry, correction…shoe leather. It was not edible. It had also curled up on the sides. So the usual options were offered. Either they would cook me another one, while my husband sits and watches me eat, or it comes off the bill. I had only taken two bites when I said to my husband that I couldn’t eat it. It is not often I don’t eat a steak, even if it is slightly off, either way…to well done or medium. Couldn’t do it. It was so incredibly dry it just wasn’t edible. It had two of the toothpick stakes in it that both said, “medium well”. Meanwhile I had ordered, medium. Our server, Taylor, noticed how dry it was and apologized. That is when she offered to have another cooked or take it off the bill. I chose to have it taken off the bill. She took my plate to the kitchen. Moments later, someone that claimed to be the manager came to our table and said she understood there was a problem with the meal. I told her about my steak and also mentioned the toothpicks in my steak that both said, “medium well”, and I had ordered medium, but my steak did not even resemble medium or medium well. She said two of the medium well toothpicks mean, medium….like I was supposed to know that. Ok then. She got the story and just walked away from our table. Once again, ok, then. No apology…nothing. Not even what the game plan was, to resolve this. The server was far more professional and apologetic than the manager. She could take some tips from the server. We get our bill and she had taken 2 apps, half off the bill. Wow. Really? How about comping the meal? That was the impression our server gave us. After my husband begrudgingly paid, we were walking out to our car. I had to go back and speak with the manager again. It didn’t sit right with me, the way it was handled. I requested to speak to her and could see her bartending. She came over and said, we meet again. I explained that we were under the impression my meal would be comped. She mentioned the half price apps she gave us and said that should suffice. She claimed that I didn’t give them any other option, like it was my fault. ???? I guess she meant that I wasn’t willing to sit and wait for them to screw up another steak for me to eat, while my husband curls up on the booth seat and has a nap. Wow!!!!!! I then asked her if she was really the manager. She definitely wasn’t behaving like one. Very unprofessional and unsophisticated. She just starts to walk away from me and I say that I can’t wait to write a review. She throws her head over her shoulder and shouts, my name is Sarah, for your review. I would pretty well bet her name isn’t Sarah as she was so willing to give it to me, without me asking. Her unprofessionalism definitely reflects on this location. It’s a shame they would hire someone that lacks all CS and managerial skills, to deal with their customers. It really speaks volumes about this particular location. I guess they didn’t accept her application as a Walmart greeter. They have standards. A shame this restaurant is horrible as there aren’t too many sit down restaurant options for Napanee. The Belleville location is amazing….busy but amazing. I guess we should’ve been tipped off when we walked into the Napanee location and you could hear crickets. If they continue hiring incompetent managers, and inexperienced cooks, they will lose a lot of business, if not close down. Ps….save your useless default response. You obviously could care less as all the negative reviews speak for themselves. Nothing has come from all of the negative reviews, saying the same...

Waitstaff where are you hiding? In reading these other reviews I am seeing a pattern maybe management needs to deal with. We went to Chucks on a Saturday April 28 at 10 pm, it was meant to be a special occasion celebrating the completion of the three week run our play at a local theatre. We had made a reservation but when the first of our group arrived the staff had no idea we were coming. When my husband and I arrived we waited at the greeting desk but no one came to greet us. One of our group greeted us (he was the first to arrive and alone). It was another 10 minutes before our drink order was taken, there are only boring beers on offer despite the amazing local craft beers in our area, the best I could get on draft (and the only imported beer) was Heineken (though I was offered a can of Guinness lol). As our group filtered in over the next 45 minutes, we witnessed several staff members poke in and out of the kitchen, circle the room like sharks uninterested in our school of fish... We finally received our drinks . . . 30 minutes had passed but no food order was taken, we were never even offered menus beyond the app menu on the table, surprising since the place was supposed to be open for several more hours. It was then that a mysterious thing happened...our waitress, the bartender and any other employees all vanished for over 25 minutes, seriously, no staff were in the dining room for nearly 30 minutes! We contemplated leaving, and joked about ordering a pizza from another restaurant to be delivered. Finally I stood up theatrically and raised my voice "We are a dramatic society and we demand service!" jokingly. No word of a lie our waitress materialized from under??? out of??? the greeting desk!!!! And proceeded to ask if we needed anything!!! lmao ....we were all starving by this point and ordered from the measly bar menu. The food (spinach dip and nachos) took an hour to arrive at which point we wolfed it down and raced home to relieve our babysitter of duties. So truly dissapointed in this place. The prices are good but not worth the trouble. Advice if you are visiting Napanee, go somewhere local like Loaf and Ale or Waterfront and you will always have friendly prompt service and an...

On Sunday, April 27, 2025, my friends and I, along with their children, decided to have lunch at Chuck’s Roadhouse as it was conveniently along the way to our destination. Due to the size of our group and the presence of young children, we agreed it would be more efficient to split into smaller groups and seat each family separately.

Shortly after settling in, a server approached our table without offering any greeting and immediately asked for our orders. We politely informed her that we needed a few more minutes to decide. She then asked for our drink orders. Two of my friends ordered soft drinks, and when she asked me, I replied that I was waiting for my husband before making a decision. Her response was to roll her eyes and walk away, which made me feel unwelcome and uncomfortable.

As someone who has worked in customer service, I understand the demands of the job and the challenges that come with it. However, I believe guests still deserve to be treated with courtesy and respect. We came to the restaurant in good spirits, but unfortunately, the initial service set a negative tone for our experience.

When it came time to place our food order, the same server displayed an impatient and dismissive attitude, appearing rushed and unapproachable. After our meal, we requested the bill and noticed a discrepancy: we had been charged for three Top Sirloin steaks with lobster, though we had only ordered two. When we brought this to her attention, she insisted that three were ordered. I pointed out that there were only two lobster shells on our plates, after which she took the bill back without offering any apology. She later returned and simply stated, “I changed the bill,” again without any acknowledgment of the error or any courtesy.

While we appreciated the time spent with friends and family, the overall dining experience at Chuck’s Roadhouse was disappointing due to the poor customer service we received. Respectful and attentive service is a fundamental part of any dining experience, and unfortunately, this visit did not meet those expectations. I hope this feedback helps your team improve future guest interactions and uphold the standards that customers expect from your...