Turtle Jack's Waterdown — Restaurant in Hamilton

My wife and I had received a $10 coupon in the mail for Turtle Jack's last week, so we decided to pop in for a late dinner one night because we were both too tired to cook after having been out all day. At first, everything was fine. The waitress was pleasant, she came by to take our drink orders very quickly, and we received our appetizer and drinks within ten minutes or so. Unfortunately, that's when things took a turn for the worst.

My wife ordered chicken fingers and chose to substitute the fries for mashed potatoes. When her meal arrived, there were no mashed potatoes on her plate. She made mention of this to the waitress and she quickly went back to the kitchen and returned with a small bowl containing a small splatter of very unappetizing looking mashed potatoes. My wife rightfully curled her nose at them, but tried them anyway. They were cool to the touch. For those of you that aren't mashed potato connoisseurs, traditionally, mashed potatoes are served hot, or at the very least, warm. She then tried her coleslaw, which was as warm as the mashed potatoes should have been. Again, for those not in the know, coleslaw, and really any slaw in general, should be served cool.

At this point, we were waiting for the waitress to come back so that we could point out the mistake. We waited... and waited... and waited. No one ever came to see how our food was. My wife ate around the offending potatoes and slaw, enjoying her chicken fingers thoroughly. I finished my beer shortly after receiving my entree and would have preferred a second, but again, there was no service, and no chance to ask for another.

When the waitress finally reappeared about thirty minutes later, she asked how everything was. My wife explained the issues with her food and the waitress didn't really seem to care, but gave a standard stock answer of "I'm sorry to hear that, I apologize". When she reappeared with the bill, she explained that "The Manager has taken care of your entree". We took a peek at the bill, and indeed, there was a $10 refund on there, but there was something not quite right about it. The entree didn't cost $10, so why was an even $10 subtracted? Looking closer, we noticed that the discount stated "July 2014 mail out coupon".

What a scam!

We hadn't even handed the waitress our coupon yet! The Manager just "pretended" we did and applied it to the bill instead of actually taking the cost of the entree off the bill. When the waitress came back, we gave her the actual coupon, to which she stated "Oh, no. I'm afraid I can't process that, only one coupon per bill". So, in essence, no discount was applied for the lousy meal. Instead, we were told to hang onto our coupon for our next visit.

Sorry, Turtle Jack's. There won't be a next time. This wasn't my first bad experience with your restaurant chain, but it will be my last. On the floor of your restaurant, I believe you will find a torn up $10 coupon near to where we were sitting. Don't worry. I won't...

Accessibility There’s parking in the shoppers drug mart parking lot and a dedicated parking lot on the north side of the building. Wheelchair accessible parking spots are available, and a wheelchair accessible entrance is available. GPS will take you to the middle of the plaza, however it is actually at the corner of the plaza. There’s a male and female bathroom with child changing stations. Delivery through Uber eats is available along with takeout.

Menu For appetizers we ordered the onion soup which was essentially a French onion soup. It was very good. For our mains I ordered the fish tacos and my girlfriend ordered the Buffalo chicken wrap. Overall the food was good. I liked the fish tacos and my girlfriend liked her wrap. The salads we ordered as sides were very good.

Prices were very reasonable for this day and age. I was happy with the bill when we got ready to leave. The place was packed. Tons of people in there. It would be a great spot to have some type of event or party. There’s also a kids menu. Along with other dietary restriction options; vegetarian, vegan, healthy options. Happy hour is also available however we did not make it in time for that.

Service The service was fantastic. One of the best servers I’ve had in my life. He was very friendly and helpful. Very attentive and recommend the fish tacos which I was very happy about. He was more then happy to attend to any requests we had.

Other What I really liked about this place is how you could come here for a bunch of different events. It works for date night, dinner with the family, or if you’re just looking to grab a few drinks. It’s a great all around restaurant.

Overall 9/10 - The food could maybe be a bit better but it was still a great restaurant. Would recommend this over a place like montanas or Jack...

I recently visited this restaurant and ordered two steaks on a Monday night. The steaks were delicious, but unfortunately, my experience felt rushed because my group was one of the last two remaining in the restaurant. At 10:45 PM, which was the last call, I requested a Caesar cocktail. Surprisingly, my employee also ordered one and drank it quickly before needing to leave the restaurant in a hurry. When I tried my Caesar cocktail, as someone who enjoys spicy flavors, I found it to be extremely disappointing and disrespectful in its preparation.

I want to emphasize that I am not one to complain often and have been a patron at this restaurant before. In fact, I have ordered approximately 20 take-out steaks from them this year alone and have dined in a few times throughout the year. However, based on this recent experience, I have made the decision not to return to this specific location again. The bartender was decent, but I am left wondering who prepared that drink, as it immediately caused me to experience heartburn.

What truly saddens me is that, despite my disappointment, I still left my usual 30 percent tip, even though I had to leave 90 percent of the drink untouched and leave. I strongly encourage individuals to value integrity and take pride in their work. As a result, I will now be returning to the KEG for my future dining...