Gator BBQ — Restaurant in Ontario

Serious food safety concern and customer service lacking

I dined at Gator's BBQ at the PNE Vancouver. Long story short, I received the wrong order and when I brought it back to the counter the Gator's staff member took back the order I returned, made us a new one, and then proceeded to give the other person the SAME order we had just returned. Once we left Gator's, I asked my partner if he saw what I saw and he confirmed that he did. Even more troubling was that it was during COVID and my partner and I had sampled the food before we realized it was the wrong order!!

Also, the staff member who took the order back didn't even acknowledge me with words and the person at the Grill told me to make good life choices. Not sure what was intended by that...

I reported this all to Gator's using their online feedback form. The person said they did an investigation and spoke to staff but didn't find anything supporting or refuting what I saw and that they re-addressed our no return policy with each staff member (which I thanked them for).

I know what I saw and I will not be going back to Gator's. I have no reason to make this up and this is the first negative review of an establishment that I have written.

After some back and forth emails, the person I provided the feedback to asked how she can make it right for me. I then used their opening to ask for a refund of my meal, which I thought was reasonable considering I was displeased with my experience. I was then told no refund because I did receive my correct order and if I was concerned I should have asked for a refund before leaving their establishment. Seriously?! Why ask me how to make it right then.

You've lost a customer. It will be Prairie's BBQ for me...

I normally don’t make reviews like this, but I feel I have to share. We placed our order at 3:37pm, for a veggie burger with fries, pulled pork mac and cheese, and two cans of pop.

We patiently waited for our food…..and waited…..and waited some more. By the time we received our order, it was 4:38pm. I understand they may have been short staffed but to wait 61 minutes for food is unacceptable. I asked if we could have an extra can of pop to make up for our wait and the answer was no.

Now on to the food. The veggie burger was so burnt it was black. Just a bun and a patty, so I’m not sure why it took so long to make. My pulled pork Mac and cheese was swimming in a deep pool of grease and because of that it tasted slippery and inedible. The fries were also very dark and over cooked and did not taste good.

We were not the only ones unhappy with our food. A woman ahead of us who had waited almost an hour for her veggie burger was so upset with the burnt quality she threw it out, and staff did not offer even an apology.

I’m sorry to leave a bad review but our experience here was terrible. I will be telling my friends and family to avoid...

We used gator for our rehearsal dinner as well as dish ware rental. We hired a 5 star chef out of Toronto for our wedding dinner. Unfortunately gator can not compare to that level of food, no hard feelings. My husband and I (newly weds) got a call from our venue 2 days after the wedding which was in gators area, hense why we went with gator “why haven’t you picked up your dishes”. My husband and I were in absolute shock. Prior to paying gator the agreement was for gator to drop off clean dishes and gator picks them up dirty. As a newly wed couple we had to drive down to our wedding venue and load my husbands truck with dirty dishes and drop them off to gators establishment (major job). Gators representative’s defence was “sorry we didn’t cater your wedding and all our trucks are on the road”...apparently they sent us an email 24 hours to our wedding notifying us of this. Unprofessional is an understatement. Not to mention what newly wed couples rarely have time for this (unless they budget it) we hired gator months prior to the occasion. Would never recommend this establishment to...