Chuck's Roadhouse Bar & Grill — Restaurant in Ontario

So, this location had been my go to. My family loved the food there, the prices were always reasonable. However in my last time there, it will be my last time going to chucks.

I booked a party about a week ago, in that I told the person on the phone it would be a 6pm reservation for 12 people. They said okay, took my name and number and away we went. No other information was given. I had followed up an hour before the reservation to find out that I would have to pay $15 if I wanted to bring cupcakes to my son's birthday party. I was obviously not interested in that. Again, no other information was given to me.

Last night was the date for my reservation and as we got there, they were clearly not prepared, they offered a barside reservation for an 8 year olds birthday dinner to which we declined. They then got a table which seemed actually put aside for another family ready for mine. As my wife, son, daughter and myself sat down, the waitress introduced herself and reminded us that for a party size over 8, they would be adding an 18% fee on everyone's bill. When I asked and assumed that she was referring to a mandatory tip, she cleared up the confusion stating that it was actually an 18% fee before the tips. 4 different bills all paid 18% more than what any of us should have and your establishment lost out on what actually would have likley been a larger tip in the end.

This is entirely unacceptable to present as im sitting down at 6pm on a summer Friday. I had 4 different groups of people coming to this dinner. Of course at this point, I have no options but to sit down and attempt to find a way to accept this, basically deciding that at this point, I had no interest in tipping. All 4 groups ended up paying this rediculous 18% separately.

While I thought that would be enough, about 20 mins into waiting for guests to show, we all noticed it extremely hot. Upon asking the waitress about this, she informed me that the AC was broken. Now, even in normal circumstances, the fact that the guests aren't made aware of this is a failure of customer service. In our case, unfortunately I have a 60+ year old father who uses oxygen, and struggle as it is to breathe. Again, had i have had ANY notice, I could have changed my decision early and made reservations elsewhere, but once again, at 6pm on a busy summer friday night, that's next to impossible.

I explained all of this to the manager who seemed apologetic and while I understand that policies and things breaking is not his fault, the simple fact that nothing is done to address these issues for the customer ahead of time, is 100% his responsibility. I've been in the customer service industry as a manager for 15 years, and would be appalled if I learned about the level of service I received was given to one of my customers.

After all this, what was offered was an apology, nothing more or less...

I will never return to Chucks, ever again. Nor will I recommend this establishment to anyone, and will never forget this...

I went here for a dinner today. My server, I believe her name was Maria (she never introduced herself and I overheard her name from a manager), could be Natalie too (as that’s what was on my receipt) was the most unprofessional, unapproachable and defensively entitled server I’ve yet to meet. I was sat down by another greeter. No issues. Without any introduction, she straight up asked me as she’s going by what I wanted to drink - “do you want a drink.” Not taken to heart, I ordered a drink. Shortly after she brought me my drink, no issues. I ordered right away. Food was ok. It was brought sometime by another individual. No issues. From the onset of my meal to when I finished and was thinking of ordering desert, my server did not approach my table to ask how it was, if I needed anything or the like. This was 30-40min approximately. Given I had two individuals at my table, I wasn’t even sure which one was my server, as no one asked me anything. I thought she was covering for another given no on introduced themselves. I wanted to order desert and yet still not one server came to my table. I ended up asking a random worker who and where my server was. She ended up calling her. I was not going to write this long rant, but how she came to my table is what caused this poor review. Instead of apologizing or even asking if I wanted anything or the like, like some entitled brat, he was complaining that I had complained to her manager about her and how there were cameras and a list of nonsense. I had no idea the random employee was a manager. I then told this server that how she was being was very unprofessional. That you’re supposed to check on your tables regardless of what’s going on. To which she responds, “you were eating”. I added that regardless of your customers are eating or not, you ask if everything is ok or if they need anything. She said that’s not how it goes. She added that they are to drop the food and wait for the customer to finish eating then go to their table. She added a few other things that made me actually ask for the manager this time. I thought the lady who I didn’t know was a manager would come, but a man came. I relayed everything, they apologized and they said they’d talk with her. I wasn’t looking for a free meal or anything of that nature. I even tipped despite the experience, as the food was ok and part of the tip goes to the kitchen and other staff. I didn’t want to collectively punish the other staff for one sad Individuals actions. However, this experience was anything but pleasant. I will be thinking very well before frequenting this establishment again. Thanks Maria/Natalie for your...

We went to 2 different Chucks 3 times this week due to the proximity to our hotel, food quality, food cost and service (probably in that order). Was surprised at the low cost of items. I’ll admit that the food itself is just ok. Nothing really stood out for us but, were very happy with the service, timing and temperature of the food. (Don’t order the overpriced $6.99 garlic bread for 5 dinner roll sized plain tasting bread - no garlic taste) Was surprised when the bill came and there was a 3% “Honest to goodness tax” that gets slipped in after the subtotal “to keep the food costs low”. Not sure why this is not reflected in the menu item cost instead of hiding it till you pay your bill (12oz Rib eye goes from $19.99 to $20.59). We took advantage of the 1/2 priced appetizers yesterday. Ordered Nachos and 2lbs of wings. Wings came to us in two orders for some reason. Nachos had all the toppings ( a lot of veggies) on the bottom layer of the tray with no nachos underneath. Plenty of chips, cheese and jalapeños on top. Maybe they prep for the 1/2 price this way but it’s a strange way to put together nachos. I find out when the bill comes that my 30 oz Coors Banquet doesn’t qualify as a $6.50 domestic draft as it’s actually a domestic premium beer. Nothing in the menu states domestic beers have to be non premium (wasn’t told that it was premium when I ordered). I also find that they charged for two 1lb orders of wings - not the 2lb that we ordered. This sub amount is an extra $1.39 when factoring in the different price X 3% “Honest to goodness tax” X 13% HST X Tip. All told, we paid an extra $2.79 with the special pricing of the beer. The Manager has said it’s not his fault as Corporate is who makes the decision on the 3% and how to order the wings after 9:00 pm.

Why am I upset about paying $2.79? I’m not actually. What I’m not impressed with is that I feel like I need to ask way too many questions for things that can be easily answered just by advertising the food and drinks properly. I don’t like feeling that I should need to review the bill with a copy of the menu available to identify what the restaurant is trying to slip by me this time. Strange business model. If a particular item really was fantastic, I might go back but, there’s nothing that fits the bill. We won’t be going...