Swiss Chalet — Restaurant in Kitchener

I've already submitted a complaint on the standard contact form, but I felt it was bad enough to double down and make it viewable publicly- I don't know what is going on at this location but they need to get it together.

We were in Kitchener to visit friends for a local convention and decided we would close out our night by getting an easy and safe meal for us and all of our kids at Swiss Chalet- Our experience was terrible.

To start, we were told we would have to wait 2 minutes for a section to be created to accommodate for us (4 adults, 3 children). Our wait time was a bit longer than this, and we had to ask for two high chairs twice before they were provided.

Building on this, it took a long time, approximately 10 minutes or so for someone to take our orders. Once the order was taken, we waited approximately half an hour before I decided to approach a manager- I believe his name was Jitu(?). Only after approaching a manager did our drinks arrive- Nearly 40 minutes from the time of seating. The food did not arrive until nearly 7PM- A full hour from when we arrived.

This type of wait time isn't acceptable. Our children were all hungry after a long day and understandably very irritable- Especially the two infants that were 2 years old and 1 year old respectively. At the start of ordering, we even asked the server if we could get any sort of rush on a single order of market vegetables which apparently did not matter at all.

Most concerning, the food arrived to us very hot, which indicates to me that there was some sort of service issue in the back of house. Almost like the orders either weren't placed to begin with, or not prioritized.

While we were checked on frequently during the meal by staff and manager (many of who we didn't see initially coming in), it's incredible that the manager did not follow up with us after the meal and offer any sort of compensation for the extended wait time we endured. It would have been one thing if we had been made aware of potential service issues or disruptions prior to being seated so we could make an informed choice for our families and ensure we got our children fed at a reasonable time.

As parents, we schedule outings well in advance as well as seating and timing from order to service, being personally involved with the foodservice and restaurant industries. This, on top of our logistical challenge of driving an hour out from our home city (Etobicoke) to see friends in Kitchener for the day and having it end on a note with all of our children fussy and over tired really took its toll on...

About 7 tables of customers when we arrive. (2 of us) 3 wait staff that I can see handling 7 tables. We order our drinks 1 pop 1 glass of wine. Took about 10 minutes. Put in our food order. Wait about 40 minutes food finally comes out. (It’s really not busy) We ask for refills on our drinks (1 pop 1 wine). My food is great. The stir fry my friend ordered is cold. I completely finish my meal before the waitress remembers that we asked for refill of our drinks. (Did not do 3 minute check to see how food was, couldn’t even see waitress in empty restaurant to say something about the food) Brings wine to my friend (doesn't bring my pop). My friend mentions her meal with 2 bites missing is cold. (Remember I’ve eaten my entire meal before friend can find waitress, and without a drink) Waitress takes meal, I ask for my refrill again.

Waitress brings out a new or heated up meal to my friend 10 minutes later. (Friend is content with this meal) Still doesn’t have my refrill. (Now I’m finished, I now sit and watch my friend eat)

Went to pay, bill has 3 glasses of wine on it. (We only ordered and received 2) Told waitress there was a third glass on bill. Waitress gives me attitude and tells me my table only had two glasses. Exactly yet there is 3 on my bill. Waitress goes to corrects. Wait about 12 or so minutes to get correct bill.

I normally don’t leave bad reviews when I have a bad service. However this is the last experience of about 6 bad experiences in a row. Will not be back. Will drive further to go to a...

The restaurant has been at the current location for at least 25 years. Its interior was recently renovated, so you would never guess it's age. I have found the dining room to be very clean even during its busiest dinner hours.

The franchise owners (husband and wife) are active participants in its daily operations. In fact, their children also work there. It is definitely a family-operated enterprise. Many of the waitresses/servers have worked there for 10+ years (two have been there over 20 years). Obviously, the owners are doing something right to have staff stay there that long.

Customer service is a priority of the owners. They are very invested in ensuring that the dining experience of their customers is always good, in both the restaurant and in the Take-out area.

I have been a regular customer at the restaurant for almost 20 years because the food is always good; but they earned my loyalty because of their customer service.

I highly recommend this particular location of the Swiss...