Chuck's Roadhouse Bar & Grill — Restaurant in Kitchener

Been to this location over a dozen times since the place has opened. Food has always been great. Only one time has there been a concern with steak not being made to liking but that was quickly taken care of and handled professionally. Service could be a bit better at times (leaving finished plated at tables or not attentive to drinks or walking away as soon as asking if all is alright) but overall the experience is positive and pleasing. Went in yesterday to celebrate my mother’s birthday. Arrived for a late lunch. Before 4pm We must have been part of change of staff as we started with one server who was then gone. No communication just not serviced for 10-15 minutes. Another came and things seemed to be back on track. However our server after taking order wasn’t around much. Had new staff being our salads after lengthy delay. Different staff bring our condiments and the same for the entree. Couldn’t order baked potatoes as we told too early. Feel like we met the entire crew working here in this service as things got busy as your time lengthened.

After service and all of our finished plates hanging around. I ask for the bill and pass the coupon we received for lunch. As we were in By 345pm and it’s now right at 5pm. She refuses To accept the lunch coupon and said we need the other. I question this as the other coupon is only valid for after 5 pm and this lunch is valid up to 5pm when we arrived. We couldn’t even get baked potato because it was too early. I asked to speak to someone but she told me that we should have ordered from lunch menu. I look at lunch menu and it says valid from 11am to 3pm. Told her no way we could have based on the time and the time on coupon says valid to 5. All menu items are available during lunch. I’ve been to chucks tons of times and this location over 12.

This really annoyed me Considering the times I’ve been as well the fact we came before dinner times and coupon time was valid. To not ruin the good time the patrons I was with told me to just give the dinner coupon and be done with it. So that’s what I did and left. It’s now the next day and this situation still doesn’t sit well with me. Why send me a coupon and then tell me I can’t use it and instead of getting someone to talk to me just tell me to order from lunch menu that wasn’t valid for time we got.

——— 2023 REVIEW Since the time above have been going back and supporting chucks as it’s local to me. Been ordering take out during pandemic as well have been at bar for multiple sporting events. Even won a leaf jersey on the very first day they opened to patrons after pandemic. I’ve brought many people in and have celebrated more birthdays since my first review above.

Was just there last night to watch the leaf game and the service was delayed but expected as it’s a full bar with one or two servers managing the entire area.

2 hours into the visit and watching the game we had a Caesar each and a shared pitcher. We were waiting for service and asked for another drink when we were told we are only allowed one pitcher but would need to order individual drinks. So we ordered individual beers. However the server brought over a pitcher and said this be the last pitcher as they had some issues before and are being watched. Ok no problem (thinking we order individual drinks after). We then proceed and order food. All the food comes out and we are almost 3 hours into the visit and we ask for a beverage. (We have now shared two pitchers and a Caesar in aprox 3 hours) and are told we will no longer be served.

Umm why not ? Response is I already told you this is last pitcher. Um yes but can’t we have individual drink? All we did was sit and watch the game while waiting to be served. Server never brought water. Never explained we on some limit. All this while we see others with 5+ empty bottles sitting in front of them. Seeing people served that were there before us and still provided a drink. Server walked away without explanation.

Love chucks but WONT EVER BE BACK to...

My group of 3 came in an 8pm for some good vibes and to watch Game 7 of the NBA Finals. We met our waiter Bijaay he asked us for drinks and got us our waters. We told him we were here for the Half Past 9 Special and he understood and left us for the hour. Perfectly fine and we were enjoying the game. Once 9pm hits it starts getting busy noticeably and our waiter is no where to be seen. From 9pm to 9:30 there is no waiter at all to be seen other than a waitress (Madeline) working hard on her tables getting drinks. We saw our waiter after 9:30 aimlessly wandering pushing chairs in and somewhat cleaning tables while there is a crowd waiting to be seated as well as a lot of patrons waiting for there order to be taken.

We asked Bijaay not once but twice to please take our order, we got stuttering and him saying random incoherent things and the second time we asked, we also asked to speak to a manager. No manager has spoken to us and we think that he might have not told the manager that we had asked to speak to him.

Fast forward to 9:50 where we got our order finally taken by Madeline who let us know she is basically the only one working tonight and that other waiter Bijaay is doing nothing to help, nothing at all to take orders, nothing at all to tell patrons that the wait will be long.

Honestly how on Game 7 of the NBA finals do you have one more than competent waiter fulfilling the orders of everyone in the restaurant absolutely baffles me. I will be reposting this review at every Chuck location.

I am a huge fan of Chucks but what I am not a fan of is the amount of waiting we the Patrons and the people who were waiting at the front for over an hour to just be seating. Please fire Bijaay please.

UPDATE: When Madeline took our order at 9:50, Bijaay came at 10:15 himself to finally take our orders, A FULL 2 hours and 15 minutes from when we were seated (an hour and 15 min from when the HALF APPS Special started) and then we told him we already got our order take. Patrons around us were visibly frustrated and we witnessed many people walk out.

While paying we asked Madeline if they were understaffed and how long Bijaay was working there and she said they were and that Bijaay has been working there for 3 weeks.

If you have been there for 3 weeks you should atleast know that if the kitchen is busy, you should be letting patrons know that there is a long wait instead of diddling your thumbs and pretended to do work like we had watched you do. You made no attempt to communicate the slowness of the service to your members and made no apology for it. You should not be working in customer service.

We also asked Madeline why they were so understaffed on a Game 7 of the NBA finals, and it is apparently because they had no idea that they were happening and do not know when the games happen and this had similarily during the Stanley Cup.

As a sports bar management should know when its busiest knights should be and should accordingly plan shifts. It is so unfair for 1 single waitress to take care of a full evening shift without any help at the front. To be the hostess and the waitress with no support is a severe lack of foresight that the manager on site should have stepped in but no where did we see him help take orders.

In the end we did ask her to see the manager but my group was tired and wanted to go home so we left without speaking. To wait 2 hours and 45 minutes for chicken wings and quesadillas without any acknowledgement of the wait time from staff is criminal.

Fire Bijaay Teach management that busy nights tend to happen when major sports games are Have management step up when they are busy instead of...

This will be a long review. Wednesday Sept 18th we went here for my daughters birthday. Our party was 8 people in total. Our server was Nicole. Who was absolutely lovely. She took our drinks and apps orders and was very attentive while we waited for more of our party. They came and she got their drinks and apps perfectly. We ordered our entrees and it may have been how I ordered mine and my daughter's, as we got the same thing. A mistake was made and my order was never dropped. Our server offered an app for my missing meal to tie me over until my entree came out. This is where it went so south. My dinner took almost an hr to come out. The manager did not come to me at all. Left it all up to our server. Which she advised us she was new. I ended up asking for my dinner to be packed to go as everyone else was done eating long ago. They offered the bday dessert to my daughter and took almost 30mins to bring out icecream. I asked our server if they were short staffed and she said yes. I am not one to complain and I never write reviews like this but the management that night was pathetic at this location. I have many friends in the restaurant business and were baffled on our experience. Nicole was lovely and she made a mistake. They happen. That isn't my issue. It's the lack of care on fixing the issue. Our bill was wrong multiple times. We had coupons from the mail. Manager applied it incorrectly and seemed to not care. Now I see why they have coupons. If you're not seated in the bar, it's a bad experience.

I am always it isn't the mistake that needs the light, but how you take care of said mistake and react to it. Needless to say 2 hrs at Chuck's was ridiculous and it ruined my daughter's evening. She at 10, never wants to go back and she...