Williams Fresh Cafe — Restaurant in Hamilton

EDIT 2: we were in the area and decided to get something to eat. While I was waiting for my food I watched the staff turn off all the screens showing the menu WHILE SOMEONE WAS TRYING TO ORDER! I will never understand the poor service this place offers. Once could be a fluke, twice is a pattern. It's also worth noting that their web site says they have over 20 locations, yet they don't post nutritional information on their menu displays, as is required by Ontario law for any chain with more than 20 locations.

EDIT: The time to make this right was when I was asking for a refund, not the next day when I'm writing a review. Every customer should be treated the same. By providing a different level of service to customers who complain, as opposed to customers who simply decide on their own to never return Williams, and by extension, Druxy's, is saying they care more about their online rankings than they care about the actual customer experience. My reviews can't be bought for any price. No amount of freebies or other incentives will ever increase the rating I give a business.

Original review, untouched:

The food at Williams Fresh Cafe is incredible - if it ever arrives.

My wife and I went for a late breakfast around noon on a Sunday. She ordered a waffle and I went with a more classic breakfast. They gave us our number-on-a-stick and we went and sat outside in the sun to wait for our food. Ten minutes passed and my wife's waffle came out. Normally she waits to eat until we both have our food, but today I suggested she start without me since there was a frozen component on her plate. Well I'm glad I did. She's not a fast eater, and after 25 minutes her food was gone and mine was nowhere to be seen. We asked one of the wait staff to find out, but nobody came back out. We were forced to go back in and ask for a refund.

Their story? One order came from the drinks kitchen, the food kitchen was backed up. "We should have told you when you ordered".

My take? Don't send a table if the whole table isn't ready to be served. If you absolutely must send a partial table set an expectation when the first plate is delivered. When people are ordering make sure you inform them if there is going to be an...

My wife and I went to Williams at 47 Discovery Dr today for lunch around 12:15PM. I did not expect it to be so busy but the lineup was about 40-50 people long. We almost didn’t go. I am very glad we did. When we finally made it to the indoor portion of the lineup it looked like the staff was working very hard to move the line as quick as they could. I could hear an angry customer complaining about how long it was taking to one of the poor kids working there. I stopped this employee as they walked by me almost in tears and asked to speak to the manager. I spoke to the manager, her name is Lauren, and she is just one of the most wonderful people I had the pleasure of speaking to today. Even with the craziness inside going on she approached me with a smile, and gave me her time to listen, which I could tell was very limited. I let her know I think they are doing a great job. She let me know that although they are understaffed today that her staff was doing the best they could for us. I could see that to be true. It’s sad to see the abuse these employees go through just in my 35 minutes there. I am appalled at the lack of respect customers show these hard working people. They are the salt of the earth, working long days in this heat, getting yelled at by the odd customer. Kudos to the staff here. Me and my wife will be back, and will be more than happy to refer friends and family here. I really feel like this location has a great staff and that’s why we keep coming back. Thank you to Lauren and her staff, keep your chin up, it will be a long...

The food was great. Had the chicken pesto sandwich - on the lighter side, crispy bun, perfectly cooked chicken, mild pesto. And I wanted the bell pepper bisque, but got a different soup instead, it was good as well, but I couldn't finish it due to the spice, my mom finished it though, she loved it - okra, other vegetables, slightly spicy. I'll definitely be going back though to get the bell pepper bisque at some point. There was an offer for a free brownie for downloading the app (we didn't take advantage, but I wish we did!).

The cashier misheard part of our order, but that didn't ruin the experience. Food service was quick - brought right to our table. Staff was very friendly. Wish I could give half stars here cause it's really not 4 star service, 4.5 is more accurate.

Atmosphere was good, a tad loud at times, but there's lots of space and a few different areas to choose from (we sat at a small two seater table by a window and were able to look at the water from there). There's a fireplace and leather arm chairs to choose as well if you want a much cozier experience.

The overall layout of the restaurant is odd due to the bathrooms also being accessible from the outside, but not too bad all in all (women's washroom is down a hallway and not visible from the main area of the restaurant). Washrooms are up a set of stairs, but a wheelchair lift...