Chuck's Roadhouse Bar & Grill — Restaurant in Ontario

I usually like Chuck's and have had decent enough experiences at this location in the past, but recently service has been poor and tonight was a disaster. I'm not the type of person to leave a review of any sorts for any restaurant, but I kinda feel compelled to after tonight.

I went with a table of 4 on a relatively busy Saturday night. We went for the half-price appetizers, after 9PM. The restaurant was busy but not overly so, as we were seated immediately upon arrival and there were still a lot of empty tables around. Our order was likely taken closer to 9:30PM. Our table ordered 4 drinks and 7 appetizers in total. This order was all taken at once shortly after our arrival, meaning we provided our drink order and our food order all at the same time. Our drinks were brought rather quickly. Two of the members of my table had commitments in the morning and we needed to be finished our meals for roughly 11:30PM.

There were multiple empty tables around us that began to fill up with customers closer to 10PM. One of these tables was a table of 6 with multiple children, while another was a larger table of approximately 7-8 people. Another table was a table of 3, and another group of 4 ended up sitting right behind us.

As time went on, I began noticing that these tables were being served their meals. I saw that the food they had ordered were also appetizers, so clearly everyone was ordering the same meals. Our server stopped by once and asked if we were doing okay or needed anything else to drink. Food was not mentioned.

All of these tables recieved their entire food orders before us. Multiple people at multiple of these other tables had ordered the exact same meals as us. At 10:45PM I flagged down our server and told them we needed to go, as we wouldn't have enough time to eat our food and leave when required. I offered $40 in cash to cover the bill for the drinks. Our server told us we weren't allowed to cancel food orders and that I would have to speak with the manager. My cash was not accepted for the drinks and I was told to wait for the manager. I was also told that the restaurant was very busy and that I shouldn't expect to be servered quickly (even though we had ordered an hour and a half prior). I talked with the manager and explained the situation (which I have never done before, ever). The manager told me that they had just received our order approximately 15 minutes earlier. This was either a lie, or our order had been misplaced up until that point. I explained that there must have been a mistake because we ordered our meals all at once at 9:30PM. The manager seemed confused and offered no explanation as to why our order had not been pushed through earlier. I was then told that the food would be out shortly. We never saw the manager again.

Our food arrived closer to 11:00PM and my table immediately asked for the bill and boxes so we could leave. Our server doubled down and told us not to come to Chuck's if we were in a rush (which made no sense because we ordered at 9:30 and weren't really in a "rush" until 11:00PM). There was no excuse for all the other tables getting their food before us. We were not offered any sort of apology about the mishap and we were not compensated in any way (not that we needed it). It felt like we were being blamed for the poor service and that it was our fault for expecting to be served food well over an hour after ordering. None of the staff wanted to take responsibility for the issue even when I voiced that mutiple tables got served before us despite showing up after us.

It would have been nice if we were told why it took our table the longest amount of time to get food, out of every table that came after us. It would have been nice to have our problem heard, rather than argued with. I wouldn't be as mad if everyone was stuck waiting for their food, but clearly our table was forgotten about and nobody...

Customer Service at this branch sucks. Zero attention to customers. Promises are not delivered.

The story of our experience goes back to two weeks when my 15 years old visited this location with his friends. They are regular customers at this particular branch cause it’s nearby. My son works throughout the week to be able to indulge himself with his friends at Chucks on weekends. After leaving the restaurant, my son realized that a duplicate transaction has taken place on his debit card. He went back after 30 minutes to bring this matter to the concerned person attention and request for a refund. He was told that the person responsible for processing refunds (maybe an accountant) is not on duty currently. They promised that someone will call him back. So far all is well and acceptable. My son received a call 3-4 days later from the manager, Mat, who was very professional and helpful, he explained that he will process a refund to his debit card. He also mentioned that the amount would reflect in to his account after 3 days. Mistakes happen and their reply was very professional up to this point. 10 days pass and the issue was not rectified and the amount did not show in my son’s bank account. On his regular visits with his friends to the restaurant, this weekend December 9th, my son asked to speak to the manager on duty to address the issue and ask for the refund. Mohamed (Moe), manager on duty, started showing attitude towards my son asking many questions. He was asked to leave his contact details and return the next day. The issue now is not the amount any more. My son was shown attitude cause he’s asking for his rights. We don’t understand why this unprofessional attitude was shown by Moe!! We felt that we need to step in as parents and help in solving this ongoing issue. I accompanied my son to the same branch this morning, December 10th and asked to see a manager. Sam, a waiter, received us at the door. I explained that this is the third time we come to have this issue resolved. I asked him to call Mat on the phone for me to speak with him. I was surprised to receive the same bad attitude from Sam when he refused and insisted that we come back to see Moe after 3:00 PM. We’re now wondering if the staff (Sam) and managers (Moe) at Chuck’s are being trained on how to show bad attitude instead of how to service their customers in a good manner!

I will visit the restaurant again today after 3:00 PM with my son to try to meet with Moe. Let’s see if this will be sorted out today or will be asked to come back again!

Update…my son received a call from Mat who was very hands on from the beginning and explained that the delay was not from their end. It’s Apple Pay who are delaying the refund. Mat offered to refund from his own pocket. My son refused and will wait for few days for the refund.

Issues in payment, declines and duplicate billing always happen at any industry, but bad attitude is not tolerated specially at the hospitality industry. I hope Sam and Moe understand this. Big...

Poorly managed on a big sports night.

My friends and I arrived at 6pm and asked for the bar to play the video and sound for the IIHF World Junior hockey tournament. Canada was on. Every restaurant and bar in the country was playing this game. The young, female manager explained that she wasn't sure if she was allowed to put sound on, but did it anyways. Note, I had this conversation with the head manager (Tom) when the restaurant opened. He never considered playing sound for sporting events, but we convinced him to try it given that his venue had replaced the #1 sports bar in the city: The Oarhouse. I'm glad they decided to go ahead with it, despite the fact that the young manager didn't get the memo.

Second intermission comes in the game, and after eating very old cheese fries that had to be returned because they were missing the cheese, the young manager turns the game's sound and video off. As this was happening, a group of young men showed up who were friends with the young female manager. They hugged and asked, "Why aren't you playing the Raptors game?" Her solution? Turn off one of the biggest hockey events of the year and not only replace it with basketball (mind you, the entire bar was filled with hockey fans) but she also put football on, too - which wasn't on before, at all.

I asked two servers, "what's up? We came in early and specifically asked for this game." One response we received was that the restaurant has a contract with MLSE and they must play Raptors' and Leafs' games. That's fine, but why does that mean turning off the World Junior game, which visibly upset half the restaurant. But they also didn't put the game on until her friends arrived - at half time. So that was really suspicious.

In the meantime, the young manager was losing her cool, telling her servers "I don't know what to do!" when bombarded with confusion from other patrons. We also heard her say that the bar used to have 6 cable boxes, but got rid of three - constraining their ability to play a variety of sports games. In fact, the manager joked with us when we arrived about this. If you eliminate three cable boxes, surely you've figured out how to balance sports broadcasts! No? Apparently not.

We left immediately and said we wouldn't come back. The pandemic sucks for everyone. Inflation is brutal, spending any money at a bar is a big deal. When patrons arrive, and they tell you that they are their to watch the big game - don't mess with them. This is how you lose customers. Also, manage your kitchen. The food...