Sunset Grill — Restaurant in New Tecumseth

I've been to Sunset Grill a couple times before and those times have been great. Unfortunately my family and I will NOT be returning. This morning, we went to celebrate my birthday. I was ordering what I have ordered every time before. The Western Omelet, but have ham instead of bacon. The server was very nice and polite, but uncertain if she should do that, so she went and asked. She promptly came back and said no, it was not possible. I was confused because I have asked for this many times before and not once has it been questioned let alone refused. The waitress said the answer came directly from her manager. So I decided we will pay for my coffee and the milk my daughter had begun to drink. When paying for the drinks, I asked the Manager if this was a new policy, and he flat out said: "It has always been this way, no exceptions". I then told him I was confused because I've had it every time coming in to dine. He then said: "It must have been a mistake then". No apologies given. I said "Well it was a pleasant mistake, and we enjoyed coming here". I had to ask for my receipt, and I quietly left.

In no way am I displeased with the quality of the coffee or food. The server was obviously a new hire, but she was polite and made an effort. But the fact that the Manager of all people failed to look me in the eye, acknowledge the issue and not offer any kind of apology is what has me upset, and therefor Sunset Grill has lost...

I'm absolutely floored. I understand that mistakes happen and a long hair in my breakfast on a takeout order can be excused so all I asked for was a refund.

When I called I said to the young lady I don't want to make a scene I would just like to come back and get a refund.

When I arrived I was approached by a gentleman identifying himself as the owner. He said "didn't you complain about something here 3 years ago?" I have no idea but it was my intention not to make a scene. But this guy wants to have it out in the middle of the floor in front of everybody. You don't want me as a customer that's fine, I don't want to eat food that is contaminated.

I'm sorry fella but your behavior just now absolutely inexcusable. I even showed you the hair, 6 inch and blonde. Absolutely no remorse, no apology. Just a self-centered, arrogant, disrespectful person who has no care for the quality of food that he produces, or the food quality standards of Sunset Grill.

You going on about my refund being your money. How about you produce something worth that which you charge.

Great restaurant chain, absolutely abysmal customer service from this owner. Save your money and yourself from grief and go to Stacked...

I went for the first time with my family today after living in the area for three years. The wait was long (forgiven), the coffee tasted watered down (getting annoyed) the apple juice was funky/expired, the grill cheese was not up to the taste buds of my daughter or the rest of the family members and the food was bland. We didn't get a quality check by the waitress to give her the opportunity to correct our issues with the meal, and asked for the grill cheese be removed off of the bill. The person at the cash whom I can only assume was the manager, was not only lacking eye contact, a smile and apologies, but decided to inform me that they use real cheese not processed. I said I gathered that, I am familiar with what real cheese tastes like, however it was still funky tasting. She then continued to say its REAL cheese. I said yes I am aware of that. She gave me the total which still seemed high, and when I had to ask for the receipt she gave it to me with a snarl. I can assure you my family and I will not be going back to that...