Chuck's Roadhouse Bar & Grill — Restaurant in Kitchener

i've been here quite a few times and generally have a pretty decent experience.

however, tonight i came in to enjoy some nachos with my boyfriend for the super bowl - nothing i haven't ordered before, and in fact, im typically pretty fond of their nachos.

the difference tonight was that the nachos were outright overcooked. the chips were far too browned and brittle, the blackened green onions fell apart in my hand, and overall they just left a bad taste in your mouth. again, ive had their nachos, im usually a fan, i know how they're supposed to be cooked. my boyfriend as well used to work at a chucks, knows how to make the nachos, and knows how they should taste. these were practically inedible, and just looking at them you could tell the temp was either too high or they were left in too long. i absolutely hate complaining as i used to work in the industry myself so i feel a bit annoying, but i simply couldn't say nothing and pay for mediocre food when i know they can do better.

if this was the extent of it and they simply remade our nachos and apologized, i wouldn't be here writing this right now. however, to be as absolutely blunt as possible, a lady who is allegedly the owner is outright ignorant. her name is nina(? i think - even my server wasn't sure) and she clearly doesn't have even the slightest comprehension of customer service. she came to my table, argued with me, and told me straight to my face that these nachos were perfectly fine and if she remade them they'd look the exact same. frankly the way she spoke and refused to hear me out at all was plain rude and disrespectful. i don't care if you own the place, learn how to have a courteous conversation with your upset guests.

after this incredibly unpleasant person left our company, our server returned. she asked what had happened, we filled her in on all the grimy details, and she sincerely apologized and said if it were any other night they'd have new nachos made and out to us ASAP. however, with it being the super bowl, the owner was in and apparently nothing gets past her. the server, mackenzie, encouraged us to select a new menu item and again apologized for the whole situation. she was a total sweetheart and i can't thank her enough - almost enough that i might still consider coming back despite how terribly we were treated by the owner.

we reordered the spinach dip and garlic pan bread, which is usually another favourite of mine as it's typically so moist and fluffy, but today it came out dry. i honestly didn't even mention it, because by this point, why bother when i know the outcome won't be any particular obnoxious ladies admitting any fault.

overall, they have decent food when people who know how to cook and care about the quality of food are working, every server i've ever had but one have always been incredibly kind (except for this older lady with black/brown hair and glasses - steer clear), and it's a laid back environment to watch a sports game. should they ever come under new management, i might actually recommend the place, but for now id suggest crabby joes over this. basically the same food but a bit pricier, although personally id rather pay more to be spoken to with kindness. either one will probably mess up your order somehow, but at least at crabbys i got a free...

Second time being here. Good quality food, cheap prices for all items n nice services !!!

Edited on March 6th, 2020 after my review 4 months ago==== I initially gave 5 stars when I second visited this place and became a regular customer, but I will have to give a low rating now for their poor HR management (or probably this one server). I truly wish they re-train, -educate this person or replace with another. I know that I should write this here because I know their management team reads this because they care their value.

The food quality, nice and clean interiors, and prices are still great, but the server who just served us today was the worst. I am a Canadian (Korean nationality: visible minority) who lived in this region for 20 years, and it was my FIRST TIME giving a ZERO tip for the first time EVER!!! in my life. I learned how to serve customers, and so I know how customers should be treated since I worked at Tim Horton when I was in high school. This server firstly mentioned that a domestic beer pitcher is always(?) $11 at Chucks (Waterloo location) after I asked for the beer pitcher special because it is Thursday!! (Yay!!) I was very confused so I had to confirm with another waitress, “Jenna” (My favorite who is always nice, kind, smart, multifunctional, pretty, caring, awesome, etc). She told me that of course it is $9 today and the server is new so he may not be aware of all the menu, and specialties etc. It is totally fine for me because I totally understand… he is new right?... Now the reasons that made me write this starts: -we had to wait for soooooooooooooooooo long to order a food, and another beer until we ON OUR OWN stopped him and asked for them. -he never said ANYTHING and made a table banging sound when he was putting the dishes and additional beers down on our table -he would NEVER come to our table and ask about the food, beer or anything when he had enough time to chat and make a joke with another waitress (who serves other tables), and also with other customers sitting around us. -lastly, when we were paying for the bill and he was handing in the debit machine, he NEVER bothered asking ‘how was everything?’ or anything. He rather looked away from us and chatted with his close(?) waitress while we were paying.

This server is lucky that we didn’t get his name, otherwise Id have written it here. I can say that he is a little feminine, and he can only do 1-dimensional task like a 1990s prototype robot. Very stupid. I truly wish that he is not a racist or something.

So if I summarize my review today: Chuck’s roadhouse (Waterloo) is great Sadly they hired some jerk who can never look after customers But there are still nice people like the shift managers, and Jenna !!!!

Thank you for reading this, and I will update it after...

Holy where to begin? Let me start by saying I've had a great experiences at this restaurant up until now, and that I usually DO NOT write reviews what-so-ever, but this experience really set me over the edge.

My friends and I made a reservation at 2:00pm on 9/11/2021 for 7 people at 9:00pm. We were Canadian-Asian. Half of my friends arrive at 8:55pm saying that we have a reservation under Randy for 7 people Hostess says there's no reservation under Randy for 7 people. She begins to explain that the restaurant does not take reservations under 10 people. What??? Not a single staff member had bothered calling me back at all, almost as if they just crossed out my reservation Hostess says we have to wait half hour for inside tables or we could sit outside without waiting at all. We decide to just eat outside after having our "reservation" be completely ignored We begin to wait, and wait, and wait. Hostess says "it'll be another 2 minutes we're just setting up the tables for you." 20 minutes pass by and my group of friends are wondering what in the world is going on We ask the hostess once again when the tables will be setup. She says it'll be a few more minutes... so we wait some more Throughout the entire waiting process, we've observed AT LEAST 15-20 people being seated in the restaurant, with conversations being as such: ....."Do you guys have space at the moment?" "For how many?" "4!" "Sure! Write down your information and follow me this way! :)" The time is now 9:40pm. Our total wait time has been around 50 minutes. On top of our reservation being completely ignored (and uncompensated for), the hostess then tells us that the kitchen is backed up and that they cannot take anymore people The group and I are just like "WHAT??" We saw at LEAST 6-7 indoor tables were open, not a single person sitting at them. We asked to sit there instead, but the hostess gives us the classic "the kitchen is backed up". We're like OK??? We can't sit down? NOPE. I got fed up and decided to call another Chuck's Roadhouse at Wilson Ave., Kitchener. They said they had a table available for 7 people if we came and that they were not busy, so we decided to head over there instead

See Andy's review for the photo proof of the available tables.

Not ever in my entire life have I had such a terrible experience at a restaurant. Extremely extremely disappointed. Management really needs to fix this because this is unacceptable. No callback for the reservation, no compensation or prioritization for our group upon arrival, and complete and utter disrespect to our group. I have no idea if it was a race thing(?) But oh my lord have I never in my life seen such an...