StrykerZ Kitchen and Bar — Restaurant in Kitchener

Understand that my rating of poor is based on a current customer service experience as detailed below... First, you will find my email to the manager of the establishment, and afterwards his response to the situation.

My email:

Hello,

We have eaten at your establishment several times, and always thought the owners Mike and Rose were gracious, kind, cared greatly about customer service, and the food has been very good.

I am writing to bring to your attention what I would consider a serious flaw in customer service presented by one of your staff members last night, November 14, 2018.

It was wing night. There were 3 of us, and as avid wing fans, we all ordered wings and beer, along with onion rings. My average consumption of wings is in the 15 to 20 range, but since these were touted as extra large, I, as well as both of my companions, only ordered 10 each to be conservative and then we would decide afterwards if we wanted more.

As we ate, 2 of us realized we would not be able to finish all of the wings without feeling uncomfortable. I had 4 remaining, and my friend had 3 remaining. The other lad finished his order.

This, is where things took a downturn. Our server was (for this review I will refer to her as X). When we asked politely for a take out container, she said matter-of-factly that we would have to pay for a take out container. I was somewhat taken back and said “Why is that?”

Then she said “well, it’s to prevent cheapskates from coming in and ordering the special and taking lots home”. Well, that made everyone, including the ladies gasp in disbelief that she actually just said that to a paying customer.

I looked down at my 4 wings, and looked up at her and asked, do I look like one of those persons to you? She didn’t reply. Then I said “Surely you are permitted to use discretion when it is obvious I’m not trying to take advantage of your restaurant, I only ordered 10 wings? She said "sorry, that’s just our policy".

Then I said, I’ll tell you what, why don’t you bring us a container, and I will stop in tomorrow to personally ask the owner if this is the true manner in which this policy was to be implemented. If so, I will gladly pay him the money for the container, but will likely never come back, as I feel that this is such a petty policy that it affects my view of the establishment as a whole.

The 2 gals at the other table spoke up and said they had the same issue with X the last time they were in, and felt the policy was unfair when ordering a normal portion of food.

That is when X snapped at the 2 gals: “If you don’t like our policy, then why do you come back????”

Everyone was stunned she said that, and there was about 5 seconds of silence. I said to X: “I have been a customer service liaison for my entire life, and couldn’t imagine ever treating a customer that way”, and I then quietly asked X if she could just bring us our bills, and we would be on our way.

I am very saddened by this experience, and hope that this is not the kind of behaviour you condone from your staff. Thank you,

Steve.

Response email:

Hey Steve,

Thanks for your inquiry. As per my server saying our policy to charge for takeouts that is 100% accurate. We at Strykerz charge for takeouts on our FOOD SPECIALS. This is not there to prevent people from over ordering but to adjust our food cost for when you take extra food home at a generously discounted rate.

As per what my server said to you and the 2 ladies I will not touch on that.

If you would have noticed with 10 wings and a takeout included your cost was $10.40. The actual cost of our pound of wings (8 wings) is $14.00. I hope this shows you that it still is a very good deal for you to eat 6 wings and take 4 home. I understand this is shocking but most restaurants nowadays do charge for you to take discounted food home.

I'm sorry your experience ended the way that it...

Stryker virgin today they blew my mind. Franchises are so over rated I’m learning. I walked up the sidewalk walked in the door every table was reserved all tables that weren’t had people sitting in them except the patio. I was reluctant to stay I was walking out the door. A really nice person stopped us and told us what was going on tonight why all the tables were reserved live band night. I just said well that’s good to know don’t come on a Thursday. We were talking about what days are best to come how do we get a table. I explained it was my first time. A very nice couple were sitting at a table and over heard our conversation they were super like so sweet to get up and let us have dinner at their table. They were going to finish their alcohol drink outside in their patio. They are regulars there. I thought that was super nice and you don’t see that around here to often any more. Thank you to that sweet couple once again you didn’t have too but I’m so glad you did.

I went for wings because I was just dying for them once again. Their wing night is Wednesdays. Thursdays it’s fish and let me tell you I’m not an under the sea kind of eater I enjoy looking and observing under the sea better then eating it but it looked amazing. The cleanness of the bathrooms had me at heck yes for a busy establishment I couldn’t believe how clean it was and same with the baby change table I did pull it down to look. Let’s go to service the person that served us was so friendly nice always answered my annoying questions because I had a lot. The food was fantastic to be honest I was so skeptical like really bad but honestly best wings I’ve had in a long time. Another thing I absolutely love is they have biodegradable straws not paper straws thank goodness I can’t deal with them paper straws like gross. I also heard it’s best for you to bring your own take out containers because if you don’t and you need one they will change a few. I feel that’s so awesome for the environment and that has me intrigued to go back. They have deals almost every day Mondays they’re closed.

If I have any influence here I would highly suggest to please try this place. The owner was so nice and came up to the table and had a great conversation friendly and completely down to earth kind of person. This place is definitely a place I felt at home and in my hometown again. Thank you for everything we will see you...

Just went there July 13 for dinner. This review is purely for the service as the wings are always great here. As soon as we walked in the door, our soon to be waitress (younger one wearing a headband) did not acknowledge us at all, no hello, no welcome I'll be right with you. Just rudely walked around us to get outside. We get seated and takes a good 5 minutes to get our menus, mind you it is not that busy in there. Takes another 5 min to get our drinks ordered (we were sitting at the bar and she was behind there the whole time) and by this point we could tell she was not the cheeriest of people so I thought we better order our food with our drinks at the same time.

But that was not possible as mid sentence after ordering our drinks she quickly turns to the folks beside us asking if they need refills completely just acting as if we had disappeared right in front of her, my mouth was still open trying to get words out. I told her in the midst of this that we were ready to order and she says "give me a couple minutes". She then proceeds to go to 2 other tables, we were just sitting there so confused. She wasn't rushed, she didn't have any big tables. 10 minutes later a different waitress asks us if we had our orders taken yet and then we finally get our orders in.

It doesn't stop there, due to the insane rudeness we were both put off and did not feel the need or want to stick around as our night had been a buzz kill. We had finished our beers and started packing our food in our food containers that we brought from home, because they literally encourage customers to do so saying they will charge a service fee for take-out containers. The older waitress then decides to give us a lecture about how we were abusing the Saturday special and we were lucky to not being charged the take-out fee. I bit my tounge there but I really would have rather paid the fee to not get that lecture and to actually have a decent server. This is the only time we have experienced this type of service here. Not pleased to say the least and hoping somebody from management see this because the restaurant really is a nice place, but bad service will ultimately loose our business...