Smoke's Poutinerie Moncton — Restaurant in Moncton

I ordered and paid for a baked potato on the Smoke’s Poutinerie website (order number 3bc114a0). I received a confirmation email, text message and website confirmation that it was ready. I decided to wait a little longer, since it usually takes at least 20 minutes for the potato. Upon arriving, during business hours (9pm on January 27th), I tried the door and it was locked. I waited and knocked for a while, until an employee comes running from down the street to unlock the door.

I tell him I’m here to pick up my order and give my name. He says that my order didn’t come through on their end, despite it saying “ready for pickup” and me waiting 10 minutes longer than it said before going to pick it up. I left to get my order confirmation to prove the purchase.

Upon confirmation that I payed for my order and that it all went through on my end, the employee called his manager to see what to do. The order was received and paid for through the Smoke’s Poutinerie website and ordered from the correct location, but the manager instructed the employee NOT to make my order.

After some back and forth of them not budging on making the order (even though I paid for it) I left. Soon after I arrived home, I received a phone call from them saying they had actually received my order. The employee was very apologetic.

I got my food over an hour after I had placed the original order. If the franchise had faith in their own website and ordering system, I don’t think this would’ve happened.

I’m very disheartened, as I love Smoke’s as a company. The first time I went, they were doing an event to introduce people to the restaurant in Moncton. Everyone was so kind and it made a great impression. The way this situation was handled couldn’t be farther from the great service I’ve come to expect from Smoke’s.

My takeaway from this takeout: Never place an order on the Smoke’s Poutinerie website, as you may be temporarily denied your paid meal even though it says it’s ready to...

I have placed a pickup order on their website and paid online. When I got to the store to pickup, the attendant told me they never received the order. I showed all the emails, text messages I have received and she still refused to serve my order. She told me to cancel it and pay there (yes, pay again!). I showed her there was no option to cancel, she still refused to assist and serve the order. Meanwhile she attended another person and just refried the French fries to prepare the order O,O. Yes! They don’t serve fresh! Anyways, I decided to leave and deal with this later.

I called 3 days later because the payment got posted and I didn’t see any refund. The attendant claimed to be the manager, acknowledged the problem, and offered to make my order! That’s right, 3 days later!!! At this point I don’t plan to eat there anytime soon and just asked for refund, but he refused to issue one.

Be cautions with this place! I ordered there a poutine and got stolen ;) hopefully the credit card company will deny their transaction! The bright side is at least I didn’t ate refried...

This place is amazing, but only if you live close and it's being picked up and driven home quickly. Or eaten right there in the parking lot lol which there is only street parking there unfortunately. But, if you live father outside of the area I find the containers tend to create condensation and the whole meal sogs sadly.. I've had some really amazing food here. The steak poutine with the mushrooms, onions, and peppers, is the best one by far I think. Just make sure when you're leaving that you check your food too. I have also had the wrong order show up when ordering from them through skip. One was right, the other was not. So it's better off you pick up, but if you live close than you don't have to worry. They have a awesome BBQ sauce here too that tastes really good with their gravy.. Also if you order the things like, cauliflower bites MAKE SURE you ask for them on the side. If you don't get them on the side, they put them in the same box as the poutine and with all the gravy, and those on top they get super soggy. My fault, I didn't know.. But next time I'd order...