Swiss Chalet — Restaurant in Hamilton

I am extremely disappointed with my recent experience at Swiss Chalet. My family of six arrived expecting a pleasant meal (it’s a rare and special occasion for our whole family to eat out together!) but instead endured one of the worst dining experiences we’ve ever had. Upon arrival, we waited for at least 10 minutes without even being acknowledged, despite multiple employees walking past us. When I finally asked someone if we should seat ourselves, she laughed and made excuses before apologetically leading us to a table (there were multiple empty tables but the restaurant was clearly understaffed for a Friday evening at Christmas time). We then stood awkwardly waiting for her to wipe it down. After being seated, it took over 30 minutes for the waitress to even acknowledge us and take our drink order. When she finally brought our waters (and forgot my toddler’s milk)—another 15 minutes later—she informed us that they were out of chicken tenders, which three of my kids had planned to order. By this point, we were too frustrated to enjoy the meal but stayed only because our four children were very hungry after waiting so long. The number of things that went wrong during the TWO HOURS that we were there would be comical if they weren’t so infuriating. She forgot to take my husband’s order, then later forgot his side. She dropped my daughter’s coleslaw on the floor, then left it there and went to get another one. She was gone for 10 mins, we saw her chatting with and hugging another customer, then finally came back and had forgotten my husband’s side and said that was the last coleslaw she dropped. She never topped up our drinks & waters and we had basically packed up to leave before she finally came to ask what the kids would like for their dessert. Then they were out of ingredients for the dessert. The lack of basic hospitality, slow service, and overall disorganization were absolutely unacceptable. She gave us the bill and we had to ask for some kind of compensation considering the whole terrible experience. She begrudgingly gave us a pathetic discount, despite the fact that we had been very patient and extended a ton of grace over the course of the meal. The only other family in our side of the dining room had also requested a discount as they dealt with the same horrendous customer service as us. Then to top it all off, we paid and the machine was out of receipt paper so she said it didn’t go through, she had to process the payment again. My poor toddler was half asleep in my husband’s arms, it was almost 10pm at this point! Swiss Chalet used to be a family favourite, but this visit has left us questioning if we’ll ever return. 1/5 stars, only because 0/5...

We achieved Nirvana and pure Zen as our level of patience was forced to its limits. From entering to receiving starters, 1 hour 31 mins. Great job, manager of the restaurant!

Just to let you know with some feedback. We came at 5.20 pm. Lots of free tables, but a very long queue. Waited watching the empty tables for 30 mins, then seated at 5.50pm. Waitress took our order at 6.10 pm. Our water and drinks  came at 6.33 after my partner asked for it. Waitress said they are very very very short staffed. Starters arrived at 6.51pm.  So from door to getting food, 1 hour 31 mins. The food was cold. The wings didn't come with the celery and dips, when we asked they said they don't have any. We watched people waiting at the gates while there were more than 5 empty tables. We watched people waiting to be able to just get drinks for more than half an hours, people waiting for their food with puzzled looks.  Main came 7.17pm, it was lukewarm (not hot) and they got the order wrong. Instead of. Hi Ken quesadilla we good regular cheese quesadillas. So 1 hour 57 mins to get the main, dishes not hot, and wrong dishes.  When we tried to get the waitresses attention, she said she is doing her best and ran away (by the way poor girl was trying her best, she was hard working but the management of the restaurant is terrible, there is not much she can do). We asked for the manager, and a "supervisor" came out, saying the manager already left and it's only him there now. He said he is preparing the food in the kitchen. He said he will not charge us for the food, so we got up and left. We told a few people still waiting to be seated that wait time for mains is 2 hours and that it's not too late to leave. Half of those left as well. Clearly the place has no manager in the shift and is running like a headless chicken. I just can't figure out why there is not enough staff, university students out there can't find jobs, I think you need staff and you would make more money if your hired additional staff. And there are other ways to manage a shirt staffed situation (eg close sections of the restaurant to and be less scattered, have food items in stock). Is there a shortage of good restaurant managers...

Came here with family mainly because of nostalgia. I had a veggie burger with fries. The veggie burger was flavourless and dry and you can get better veggie burger for cheaper elsewhere or from a grocery store. The fries were a smaller portion than they used to be. They were also bland and some were burnt. They tasted too similar to store bought fries. Everyone I was with had the same issue with their fries. My family had chicken and they found the chicken to be dry and flavourless, with only the house sauce giving flavour. A family member also had a garden salad that was disappointing as it was lettuce with a slice of tomato and catalina sauce you can get in most grocery stores. On another occasion I had the vegetable teriyaki, and I just had it now for take out. Flavour wise it was pretty good in the restaurant, but everything else left something to be desired. I had it again today by takeout to see if it would be better. I was so wrong, it was so much worse. Both times, the ricy was burnt a bit and clumped together, which made it really chewy. The rice was also pretty salty. With the takeout, it was quite a bit less food than in the restaurant, with mainly uncooked broccoli and carrots, tiny bits of mushy peppers, and very little teriyaki. The bit of teriyaki in the dish felt watered down. Also, I mentioned by phone when ordering that I'm vegetarian and to avoid onion and tomatoes due to allergies. Guess what I found in the teriyaki under the rice, small bits of chicken. How do you mess up food that bad? The food also made me feel sick within 15 minutes. In the restaurant, avoid water as it tastes like it was bleached, and the same flavour can be found in the pickles, and at least one sauce. Also, when dining in at the restaurant, one waitress brought the receipt as soon as the food arrived, and another while we were eating without asking if we wanted anything else. Absolutely disappointing and not what it used to be. If you want good food, cleanliness, good customer service, and an overall good experience, go...