Hutch's Harbour Front — Restaurant in Hamilton

Originally I planned to place a pick up order from the Van Wagner's location but couldn't get through on the phone for over 30 minutes. I gave up and decided to go to this location, hoping that it would be as good as the VW location always is. I was very wrong and am disappointed that I wasted my money here. I ordered 2 orders of fish and chips which were so extremely greasy that it made us feel sick. The food was below par, but that's not even the most disappointing part for me. I asked if I could pay with credit over the phone, and the girl told me no and that I can pay when I get there, but failed to mention that they only accept cash (which I obviously didn't know and didn't have with me). They have an ATM with a nice little service charge which is on top of the already over-priced food. It's not in my favour to be handling cash money amidst a pandemic, especially when it comes to being in a food establishment. Condiments and utensils were not provided even through I mentioned that I would like those items when I placed my order. The cashier was polite and friendly, but they passed the utensils to me after handling money, didn't wash hands or wear gloves and had dirty hands all over the part of the utensils that we eat from. Not to mention that the forks had brown sticky residue all over them (which I didn't realize until I got to my car and couldn't be bothered to switch out). The straws were unwrapped in a push dispenser, both the straws and dispenser are constantly being touched by people so I opted to not take straws. Clearly they aren't up to standards in the sanitary department which is unfortunate because you would think that people would have opened their eyes and clued into this especially since we are a year and a half into a global pandemic. Otherwise, the two young employees were very friendly and polite. I felt bad for them, as their obnoxious manager/supervisor was busy doing nothing but screaming at them about a lid on a garbage can. Most importantly, she was NOT wearing a mask (as per city/provincial guidelines). Must be a joy to work with. The only positive outcome of this experience was one of the employees standing outside waving around in a hotdog costume, although I did feel bad for them as it was probably forced on them. The cost was way too high for such low quality food and unsanitary conditions. I will not be back, nor will I support an establishment where the manager talks down to and treats their staff like trash. Not acceptable ever and doesn't leave a good impression on customers. I would like to thank again the kind and polite employees who deserve to be treated better. To the manager: have some respect for your employees who are working hard and doing...

Will never spend money here again. It pains me to leave a negative review as I make a point to use this feature to only leave positive comments but this is absolutely necessary.

It is Good Friday and I placed an order with this location over the phone with an estimated pick up time of 20 minutes (call placed at 6:50), and was told my order would be ready. Upon arrival I paid after waiting for some time in line while the manager had some sort of personal discussion with another customer, fine. I walk up to pay for order and get no greeting or words from her whatsoever. She wrote down my order, takes my money and gives me no guidance so naturally waited with the other customers. Order was paid at 7:15. At 7:50 I hear employees speaking between themselves and mentioning my name without ever calling the order, there were issues with confirmation of payment, they couldn’t figure out which order was mine and would not allow me to pay the difference without checking my DEBIT CARD STATEMENT to confirm the order that I had paid for 30 mins prior (50 mins now from time of order placed). After one had spoken with their ignorant manager who was outside, I was given my order (was supposed to be a large coleslaw and large fish and chips). When I got home, thankfully I live DT Hamilton, I opened the bag and box to discover a SMALL coleslaw and NO FISH. Feel free to laugh because I certainly chuckled to myself in this moment. You can bet your last dollar that I absolutely went back because I paid good $$ lol. When I explained what happened, they placed 2 fillets on top of the cold chips I had just handed them, threw in a large coleslaw that I was then asked to PAY FOR because they claim I was charged for a small. It’s now 8:10pm by the way.

My last note will be this customer service and experience was an absolute JOKE and you are better off trekking across town to the Van Wagners location or just buying a bloody fish filet. Thank you for reading and I hope this post will save someone else the headache and time waste of spending your hard earned money at...

I've never written a negative public review in my life, but this was ridiculous.

I ordered two kids hot dogs and a fish and chips. The kids meal comes with fries and pop, and I specified that I didn't want the pop -- just tap water was fine. The price information for the kids meals ($11 each!) was not visible from the counter because it was obscured by a large pile of ice cream cups stacked in front of it, so I was blown away to find out that I was being charged $22 for two plain hot dogs and a cup of tap water. I should have said something at that moment and cancelled the transaction, but I was harried and caught off guard and let it go. I now know that if you order a "hot dog" as opposed to a "kids hot dog," the price is $6.50. I wish the server had told me that when I said I just wanted tap water -- but okay.

Then the fish and chips came out (with no flatware or condiments), and every crevice in the fish was oozing with oil. I recognize that I ordered a deep-fried food, but...it was so unappetizing that I couldn't eat more than two bites.

I never do this, but I felt so taken advantage of by the surprise $22 plain hot dogs that I took the uneaten fish back to the counter, apologized for being "that person," and voiced the issues I described above.

The response I got was, "The kids meal comes with pop and fries, so you should have said you didn't want that."

OMG! I take it the managers never read these reviews, but if you are reading this, please tell your staff: when a customer has a complaint, no matter how dumb you think it is, don't tell them they should have done something differently!

Tell them, "I'm so sorry about that visibility issue -- I'll ask if those cups can be moved. Thanks for letting me know. Our manager isn't here and I'm not able to comp your fish, but I'm really sorry that you didn't like it." A response like that certainly wouldn't have been enough to make me want to eat there again, but it would have kept me from writing...