Continental Pancake House & Family Restaurant — Restaurant in Niagara Falls

Update January 3, 2025: This location did not rectify the situation and are just responding politely as an act for the public. Since I was told to contact the location to discuss my concerns, my wife did on Monday December 30, 2024. She told them she was calling to address this review and have the situation rectified. The lady on the phone said she would ask him (the owner) to speak with my wife. The owner refused to speak to her upon her calling. The lady told her she should call back later. She left her phone number for someone to call her back, and no one has called my wife or I since. It appears there is no willingness to address racial discrimination at this location. However, they have no problem displaying a public act of rectification to make sure other customers feel like this was addressed appropriately.

I came here today 14 December 2024, to get my wife a crepe with some vegetables and spinach. The waitress called Monica made me feel like less human. I came in greeted her politely. Her response was extremely unfriendly. I explained that I have always come here and even though, they don't have exactly what is on the menu, the chef has always helped put something together. She was immediately rude to me. She said I am the manager and I have never seen you. You are in the wrong place, you need to go there, pointing to another pancake place. I told her politely that I was sorry, I do know exactly where I was. She said very rudely, I can't help you and nobody here can because I am the manager. I said sorry I have always come here. May I please talk to somebody else. She said no you can't . I saw a respectable lady seated in the owner's corner . There was another man standing next to her. I suspect he is the chef. I said could I please talk to the lady or the young man. She shouted at me, shouted no! Then I tried to get the attention of the lady. This manager, Monica shouted at me. Don't move! I started to shake. I said please ask the respectable lady seating there to talk to me. Monica shouted again, I said don't move. You have the wrong place, leave now. You need to go to the other pancake shop. At this point, the older respectable lady came closer. I explained my ordeal. She called over the chef who said, yes that's easy, I can put something together for you. By this time, my hands and legs were shaken. I have never experienced anything like this. The older lady said the place belonged to her son who is away in California on holiday. I told her that even if I had gone to the wrong shop, Monica should have tried to accommodate me. She was telling me to leave the shop and go spend my money at another pancake shop. I told the older lady that I felt harassed by the way Monika had treated me. I told her that as a doctor if I did not know where I was supposed to be, then there was a problem. To be honest, I only received a more polite response only after they heard that I was a doctor. By the time the ordeal was over, I was in tears. Why was I treated this way! I could not see any reasons. I had always come here and the 2 attendants that I had constantly interacted with were pleasant and polite. However, today, I was meant to be made out as if I was a criminal. I felt if the older lady did not come to my rescue, I believed Monika would have pressed some panic button to alert the Police whilst I am just a law abiding medical doctor, contributing my share to uplift mankind. Again, why was I treated this way. I believe Monica reacted to me negatively because of the color of my skin as a black African. I am still sitting in my car trying to stop the tears and humiliation that I just suffered. This is 1:12pm. I walked into that shop around 12 mid day. I just want members of the public to be aware of my experience at continental pancake house today, Saturday. I came in happy, pleasant and polite. I left with dignity, respect and everything that made me myself, shattered by prejudice and inherent racism. I hope no one of any skin color gets treated in...

This is 100% the worst restaurant my husband and I experienced in our honeymoon to Niagara Falls. This was on their new patio, and however nice the restaurant was, the experience was despicable and the management very rude.

We waited in excess of 5 minutes to be acknowledged after being sat, and our server Julie was pleasant and made us feel welcome as she greeted us.

After receiving our drinks, we asked Julie to return and she did so a few minutes later to take our order. This part of our experience was the most enjoyable.

After placing our orders, we waited in excess of 20 minutes to receive our food despite there not being very many tables on the patio. We were very understanding given the fact that restaurants have only just started serving the public as of yesterday (Fri June 11) and everyone is like your of touch since the pandemic began.

Nevertheless, we received our food on hot plates, with warm food. As I began to eat a BIG and DISGUSTING hair was found in her omelette, and despite the gross sight we wove down a hostess and asked her to remove the plate because of the issue expressing very clearly that our intention was not to blow this out of proportion for the other guests to generalize this as the overall quality of the restaurant’s food. The hostess took the meal away and we waited for Julie to stop serving another table to get her attention as the hostess had not made an attempt to make our server aware of what had happened or even let a manager know. Shortly after telling the server, she had the dish remade. We were visited by no manager and upon receiving the bill, we were met with a resounding “sorry, can’t help you very much except with a 20% discount”. We were shocked and in disbelief that simply through re-making the dish the restaurant no longer found themselves culpable of cooking with their hair in our food. After calling in to voice complaints to a manager (who seemed very helpful at first), we received a follow up essentially telling us they had done enough and an offer from our first call to re-visit the restaurant then rescinded in a very aggressive manner.

We will NEVER return to this restaurant and will advise even a passer-by that this place is unsanitary (dirty breadcrumb filled tables not cleaned since they were put into action, hair in food and dirt in my straw). I would strongly suggest against this establishment if you seek quality of service— after 30 plus years this place is completely...

Do not go here. Terrible customer service and food is not worth it. We went based on decent reviews and liked that it was a local family owned restaurant. We waited an hour and a half for our food to come out! No one ever checked on us the entire time. Didn’t come to refill coffee or waters. My daughter didn’t even get her drink for the entire hour and a half. We couldn’t even find the waitress to ask. Finally she came over and claimed there was a “computer glitch” and our order was lost. Meaning she forgot to put our order in and was too afraid to admit it. We still waited at least another 20 minutes for food to come out. Other customers noticed what was happening and one even told our waitress we should get our meal for free. She did nothing but say “I said I was sorry”. I said “you’re sorry but not sorry enough to do anything about it or make it right”. She ignored me completely and made us pay the entire bill. Didn’t even take off any sort of discount. And the food wasn’t even good. We literally lost our last morning of vacation sitting around waiting for mediocre food. I was so angered that I emailed them afterward to let them know our experience. Expecting a response from a “family owned restaurant”. Two weeks later and zero response. Do not go here.

Edited to add that you responded that you’re “looking into it further”. I’ve sent two emails to the address listed on your website and have had zero response. Now because I made a public review you’re “looking into it”. Not sure how you’re looking into it without the date I was there or any other information. I hope others see this and don’t get caught in your poor business. It really ruined hours of our last day of a family vacation and...