Factory House — Restaurant in Ontario

This was the absolute worst service we’ve ever received! I went in today with three friends, the server approached us dropped the menus in front of us gave us 10 mins to order a drink. Placed the order, 10 minutes later received drinks, 15 minutes went by she asked us what we wanted to eat. We ordered Apps and entrees and asked for 4 waters. 20 to 25 minutes later we received our food. Food was okay, nothing to brag about and kind of bland; ranging from burgers to sandwiches to pasta, spinach dip (which was nasty), flatbreads and dill pickle spears. The server returned once again about 10 minutes later. Empty glasses of beer, still no water which we asked for once again. We all asked for another round of drinks. The server announced to us that it would be right up. My friends and I once again waited 25 mins with no server checking in on us. My friends and I were completely annoyed that we had nothing to sip on, especially still having no water. My friend decided to get up and find the server to tell her we wanted to cancel the second round of drinks to which she announced “what drinks?”. Our friend simple asked the server for the bills so we could leave. A few minutes pass and The manager decided to come out to ask us why we decided to cancel the drink order because they just poured the drinks 2 seconds ago. We began to explain to the manager about our experience but continued to say that they poured them and that they are ready. We informed the manager that we have now waited 25-30 mins with no drinks and or water and the manager immediately snapped by saying “Ya you already told me that” rolled her eyes, collected the plates from the table and walked away. We simply asked the manager for the bills even tho we asked the server and still waited several minutes until we decided to get up and just go to the bar to pay. Please keep in mind that the restaurant was very empty with only a couple of tables and a handful of servers. After it was all said and done we will not be returning and we advise people to truly think about their food choices even if the restaurant looks like they put a bunch of money into it because the outcome and service are terrible. I’ve worked in the food industry as a server, a cook, and a kitchen manager and never in my 7 years have I ever treated or had my staff treat any of their customers this way. This was...

We visited this restaurant for Father's Day. While the food tasted great, there were several issues that disappointed our experience.

When we arrived, the restaurant was not busy, which seemed ideal for a Father's Day meal with my children. However, upon sitting at our booth, we noticed the table was sticky, indicating it had not been properly cleaned. We were served water and chocolate milk to start, but the chocolate milk was poorly mixed and very light, with barely any syrup, making it essentially slightly flavored milk.

It took at least 20 minutes for our food to arrive, which wasn’t terrible & our server was polite.

When the food finally came, my kid found a long black hair in their curry chicken, which was very off-putting. We informed the server but declined a replacement because my kid didn’t want to wait any longer to eat.

During our meal, there was a long period of time where no server attended to our table, leaving us without drinks. I had to get up and ask a staff member for refills. She brought a pitcher of lukewarm water without ice, which we found somewhat humorous due to the litany of bad service we received thus far, My son’s chocolate milk refill was even lighter than the first time like they used even less chocolate mix. Is this a money saving strategy or the service was checked out at this point?

When we received the bill, we noticed no credit was given for the dish that had hair in it. That would have been a nice gesture if they had adjusted the cost of the curry chicken due to the contamination.

Due to the poor service, I did not leave a tip and will not be returning to this restaurant. It's unfortunate because the food itself...

If you're looking for a place to host a large party, THIS IS IT! The menu is extensive enough to accommodate a range of taste preferences, has GF options, and is reasonably priced (dishes within $20/person).

But really, it's the staff that is so incredible. We hosted my son's first bday here (60 adults, 25 children) and bc we were spotting the total bill, decided to place the order in advance. Not only did they follow our timeline exactly, there was not a single error on any order AND they were smart enough to bring out the kids' dishes first!! With only 3 servers, they were impressively on it -- bringing orders, coordinating dishes to the guest names, providing refills and clearing dishes; they did not miss a single beat.

We also hosted a family surprise party and this time, everyone paid for their own meals (about 20 adults), so there was no pre-ordering. Still, the dishes came out in a timely manner and they played along with the surprise diverting the bday girl so she wouldn't us waiting around the corner.

I really cannot recommend this place enough for large-group gatherings. They are engaged enough that you never feel like you're waiting, but have enough consideration to not feel intruding. They have a reasonable cake-cutting fee and will store the cake & provide all necessary plating/silverware for you. Everyone who has attended our parties walks away impressed. Factory House staff has set such an extremely high standard that our guests always compare their customer service experiences to this one.

Kudos, Factory House. Your staff all...