Chuck's Roadhouse Bar & Grill — Restaurant in Ontario

I typically do not leave reviews for restaurants, as I understand that mistakes can happen and that everyone is human. However, the experience my husband and I had tonight was unlike any other in my years of dining out, and I feel compelled to express our dissatisfaction with the service we received.

To begin, we ordered water alongside our drinks, but it never arrived so we had to ask again for water. Since this is a minor error, we chose to overlook it. We then placed our order, including an appetizer, being loaded fries with sour cream on the side. When the appetizer arrived, it had sour cream placed in the center, directly on top of all the other ingredients, and the server who delivered it gave no acknowledgment to us before quickly placing it down and taking off. Again, we decided to let this go, as we could easily pick around the sour cream for some fries and the server could easily have been busy.

However, our frustration grew as we sat for an hour watching three different groups of four patrons being seated, served, and presented with their bills, all before we received our main courses. By this point, our patience was wearing thin. When our entrees finally arrived, my husband’s steak, which he had ordered rare, was served medium-well, and my chicken fettuccine appeared as though it had been sitting out for the whole hour.

What ultimately prompted me to write this review was the staff's awareness of the numerous errors throughout the evening, yet we received only a minimal apology, with the conversation quickly being changed. It would have made a difference if they had offered to cover our appetizer or at least our drinks, thereby demonstrating accountability for their mistakes. Instead, it felt as though they recognized the issues but were indifferent to their customers' experiences.

Had it been merely slow service with accurate orders, we could have accepted that. We would have even been satisfied if the service had been prompt but the food resembled fast-food quality. Unfortunately, we encountered both slow service and incorrect, subpar food. We left feeling extremely disappointed and wish we had chosen a different establishment to avoid wasting our evening on a meal we...

Today marked my very first visit to Chuck's Roadhouse. Someone had told me their steaks were priced fairly so I thought I'd give them a try.

I did think the prices were lower than competitors and was surprised that the food quality was on par. I was also surprised they apply an upcharge to replace fries with a garden salad. Still I enjoyed the food.

Our server, Antoniette was very attentive.

I'll definitely go back.

UPDATE:

Google prompted me to update my review. Chuck's is now my favorite steak house and I've been there at least 20 times since that first visit. Ironically, my visit today was the first where I was less than satisfied with my meal. I went with a group of people and I believe my steak may have been waiting for the other items to be ready before it was brought out. It was tender and properly cooked but was only lukewarm. Other than that, service was excellent. My server offered to redo the steak but I had eaten too much of it to feel comfortable accepting another steak. Still my favourite.

Another Google prompt to update: Last month, I finally took the opportunity to cross the border into Detroit to visit my favourite steak house. After a 2 year absence, I was excited to be there. I have to say the trip wasn't worth it. Prices were significantly higher there for a smaller cut. I see no reason to go anywhere other than Chuck's for...

Absolutely shocked at how the manager conducted himself at their establishment. The steak was extremely fatty and tough to chew, which we asked about before ordering. The manager was immediately negative and held an aggressive tone. He accused us of eating all the food, it was not even close to being eaten. He then accused us of making his waitress cry, because we asked too many questions, to which we replied that the waitress never seemed upset and appeared friendly to answer our questions. We asked if the manager would take the entrée back and replace it with something else, to which he absolutely refused. It was apparent that he was looking for excuses and not solutions. When we argued that we shouldn't have to pay for the meal, and insisted that this was unacceptable, he became enraged. This would have been a "viral" video, had I been recorded, because the manager became so angry, that he slammed a chair into the table, that we were sitting at. He did this in front of other customers. We were shocked! We called head office to explain the situation and spoke to the owner, they refused to do anything and we really can't understand why they handled it that way.

Should they respond to this review and make an excuse as to their conduct, don't believe it. They had their chance to make it right, we gave them an abundance of time, and they...