Harvey's — Restaurant in Mississauga

we were very disappointed that at an hour before closing we were told they had no more gravy - I find this hard to believe - I'm thinking they just didn't want to prepare gravy but it's not like we were there 5 minutes before closing - and we had driven quite a distance to come to get Harvey's Poutine - Harvey's hours already are so much more limited than other fast food places because they close at 10 p.m. - and I was happy that we got there at 9 p.m. thinking we would be fine - but to find that the manager wasn't willing to make a new batch of gravy with just an hour left until closing really irritated me - my irritation was even more heightened by the fact that there was not a hint of 'sorry' in the manager's voice - in fact he went on and on explaining that the new poutine burger was the reason they kept running out of gravy (that made me think it's not like this new burger just came out today - by now surely you can figure out supply and demand! and he went on and on explaining all the busiest hours each day of the week - as though he thought we should be understanding of THEIR plight? - and that it's somehow our fault for not knowing to come at the 'right' time whatever that is! the 'right' time should be ANYTIME! He also talked also about various occasions that gravy has had to be discarded if it's not busy and how wasteful that is - but it's almost like he wanted us to feel sorry for him? rather than keeping it customer-focused - I feel that as a manager part of the job is planning to accommodate the demand for the product - he shouldn't have put those worries onto us as the customers - and I feel that no matter when a customer walks through the door he or she should be made to feel that they came at the right time and that he or she is as valued as the next customer - even if there is only one hour left until close - the manager should have conveyed that he cared that we were satisfied and not cared so much that we understand his challenge in meeting supply and demand - it made us feel like we don't even want to come back again because we are not valued - some restaurants would try to bend over backwards to make EACH customer happy and wiould try to make EACH customer's dining experience a good one - that certainly wasn't the case with this Manager - his tone and his words did not make us feel like he cared at all that we were disheartened - and on top of this the restaurant is very drab and old-looking and not at all visually appealing - this location could definitely use a reface to enhance the atmosphere and dining experience because it comes off seeming grimy - and while we were standing waiting for our food I kept worrying is this...

EDIT JULY 12 2019, RESPONSE TO THE OWNER:

That's all you have to say weeks later? "This doesn't sound right"?

Pathetic.

Not only did you take 3 whole weeks to respond, but you don't even fully address the situation on your public page, and you want to handle everything in private.

Sure, I'll fill out your survey, but I'm sure you have cameras that will show everything that happened.

ORIGINAL REVIEW FROM JUNE 21, 2019: Went to this location yesterday, June 20, 2019 around 3:30 pm. Haven't been to this location since I moved a few years ago. Service has worsened. My issue was with the cashier at the time.

Walked in to a long line up and 2 staff - one taking orders, and one on the grill. My order was taken quickly but there was a problem with the debit machine. Went to tap my card and it said "tap not accepted", fine, so I inserted my card, then the machine said there was a card error, fine, so I removed my card. However I had to wait another few minutes just to tell the cashier that the machine wasn't working, and when I finally got the chance, she quickly disregarded me, and reset the machine.

Then, the cashier's cell phone (which was under the till - it should never be there) kept ringing. She had it on full volume for everyone to hear. Everyone was getting quite annoyed. At one point, she ducked down to answer the phone and was yelling "hello? HELLO? IM BUSY STOP CALLING" and hung up. Whoever she was speaking to immediately called back. I said what everyone was thinking and said "just put it on silent." She then tried to tell me "its someone from Cara calling (for those of you who dont know, Cara is the company that owns quite a few of these chain restaurants), it's not a personal call, it's someone from cara." I didn't answer her simply because I was already dealing with such mediocre service. But if that was someone from Cara, AKA your head office, you would NEVER answer the phone yelling "I'M BUSY STOP CALLING." It just wouldn't happen that way.

When my food was finally ready, the lady from the grill came up to serve me instead of the other girl. Way more professional and pleasant to deal with. However, I could see the cashier giving me dirty looks from the corner of my eye. And when I left, I looked over to her and she was staring right at me.

Would not recommend this location to anyone, I'd suggest putting in the time to travel to absolutely ANY...

5th visit: Came here for 2 jr burgers. Got my usual veggies. 1 burger had harv sauce, other had garlic mayo sauce. This is the perfect amount of sauce tbh. I don't want excessive sauce (and calories), this tasted great. Cucumbers (3 slices) all came stacked on top of each other, it's best for me to remove them and eat/place them separately to not have a lopsided burger. Not enough black olives, both burgers could have used more black olives.

4th visit: Came in the evening after 8 pm for an after-light-dinner snack. I intended to order the Original burger with my usual veggies + a blueberry milkshake. I arrived and they told me they weren't serving shakes (what the heck). I had already paid for it so I asked them to make me a second Original burger with the same veggie toppings. But this is very annoying. I was in the mood for a dessert and they didn't have it. This restaurant is unreliable when it comes to serving my evening dessert needs. But the 2 burgers are still better than Subway and Wendy's.

3rd visit: Came in the evening after 8 pm for an after-light-dinner snack. I had 2 jr beef burgers with my usual veggies. For my 1 side, I had the fried pickles (upcharge for $1.20 but worth it). Came with 6 fried pickles (sliced in half so 3 pickles), breaded nice and fresh. I tasted the pickles raw, they tasted ok but a bit too sour - tasted only like fresh pickles breaded and fried, but then I dipped it in the 1 ranch sauce provided and it was AMAZING! Fantastic. Delicious. Such a great flavour and texture profile, would definitely recommend eating it with this ranch sauce again. Also, I prefer their beef burgers over their jr chicken burgers (fresher beef patties vs frozen processed chicken patties).

2nd visit: Ordered 1 Jr crispy chicken burger and 1 Jr buffalo chicken burger, with my usual veggies. No hot peppers or jalapenos. tasted great.

1st visit: Ordered 1 Jr crispy chicken burger and 1 Jr buffalo chicken burger, with my usual veggies.

Everything tasted great, and healthy. However the banana peppers and jalapenos I ordered made everything too sour. So in the future, refrain from ordering too many of those. Also, it was too saucy. I should go light on the sauces, and avoid...