West Town Bar & Grill — Restaurant in Hamilton

Well the food was good however I feel compelled to provide this less than satisfactory review. When the bill came I politely commented that I thought it would be appropriate to remove the charge for the rye toast because it didn’t arrive till after the soup was consumed. The server took the bill back then returned saying the manager denied this and explained that if we wanted to pursue it she could have the manager come over. We were told by the manager that if we ate it, we paid for it, this was their policy. Further saying we should have sent it back or not eaten it. I let him know that’s fine you manage it the way you need to. This lower manager threw a five dollar bill on the table to cover the toast and said he had to stick to the policy of not removing something from the bill to save face with the higher manager. There seems many issues here which will cause me not to return. This policy, the way it was stated which put responsibility on the client for not sending something back, and how they treat their staff that the server could not have autonomy to remove less than $3 off the bill for an order of toast to make a customer happy, and the lower manager needed to follow the policy and pay out it pocket to not be in trouble with their own management. Hopefully they read the review and take it as a feedback to make positive changes. We won’t know, as we will...

They're definitely expecting this review.

I never write reviews but this has been the worst experience I've ever had at a restaurant in my life. A group of 4 got there at 6:10pm, waitress was friendly but drink orders took a long time to get to us. We put in food orders at around 6:45 after trying to get the waitress' attention for some time - waitress is nowhere to be seen after that.

I walk up to the manager to inquire over an hour later with no food, who turns his back on me without saying anything. I kindly walk to the opening of the bar to get his attention again, as he proceeds to tell me to get back to my seat.

Food comes within seconds after that, indicating it's probably been sitting under the heat lamps in the kitchen for some time. The manager did not seem to care about customer service.

As we're eating our meal, the waitress confronts us, asking us why we complained to the manager. Very unprofessional.

The bill comes and we ask the waitress if we can speak to the manager to get a comp on something as the service and wait time was exceptionally poor. Manager does not come, sends the waitress back with the same bill saying they won't do anything.

Spoke to the manager walking out and he was EXTREMELY rude.

I live in the area and I will never...

West Town has been one of my favourite hangouts for over 30 years. Many great times here over the decades. I’m reviewing a few recent visit during CoVid protocols. We have been there for breakfast on the patio, and another time lunch inside. On both occasions the wait staff seems completely overwhelmed- Even Joe was outside delivering food to tables. They were busy that day but it was Super slow service and the staff was running all over the place. In general, the West Town is hit-and-miss for their food and the beers are a bit overpriced. So frustrating because improving the consistency of the food quality and delivery would make us come back more often - food has the look as if it is was literally thrown on the plate most of the time.

The West Town hasn’t really changed in the 30 years I’ve been a patron, which is part of the appeal. However, that’s not an excuse for sub-par service and a sloppy plate of grub. If West town upped their game in the kitchen we wouldn’t be so shocked when we saw the bill.

West town is the only pub within walking distance for our neighbourhood (Rays place closed down several but that’s another story) . I hope that the recent events are just due to an acute problem because we would like to...