Smoke's Poutinerie London — Restaurant in Ontario

I remember when Smokes poutine first came to London and it was a great spot to eat. The quality of the food was good, portion sizes were large and the staff was good. Now? The food is okay, but the staff do not take their jobs seriously or know what customer service is. The last time I went to Smokes was the Christmas before covid and I wasn't impressed with the attitude of the staff. My husband and I waited 40 minutes for 2 poutines and we ended up being late to a grand theater show we were going to see. The attitude of the staff when we asked how much longer it was going to take was appalling and it was clear they couldn't have cared less. I haven't been back since, until tonight. I figured a couple of years has passed, I will give them another go. I wanted to order the cheeseburger poutine. The girl in the back proceeded to tell the guy taking my order that she can't open the can of cheese sauce because she doesn't know where the can opener is ("its somewhere in the back" were her words), and that another staff member doesn't like her touching the can opener. Then the guy turns to me and says "we're out of cheese sauce". You're not out of cheese sauce (I'm literally standing right in front of you and obviously heard the conversation you just had) you just don't want to go to the back to find the canopener you apparently aren't allowed to touch. I decided not to order and went elsewhere. Smokes has been given multiple chances by me and I won't be going back again. I guess Smokes has become a good place for drunk people to pick up some late night grub after a bar crawl and...

I've been here a few times before and every time the service has been decent and food was alright. Tonight I went and ordered a poutine with a side of boneless chicken. When I was served, the chicken was still frozen in the middle. Initially I figured it was an honest mistake, I was not upset because I have also made mistakes when I worked in the food industry. However, when I told the staff member the chicken was not fully cooked he told me it was, even though I had tasted it and touched it. After asking other customers in line to touch my frozen chicken, he then told me they would replace it. I was served a new side of boneless chicken and again it was frozen in the middle. I told the same staff member and he told me that it was cooked for 3.5 mins so there was no way it could be cold. I reminded him that raw chicken can make people sick and rather than apologizing he told me to go warm it up in the microwave. If I have to cook my own food that defeats the entire of going to a restaurant. I will be reporting this to the health unit. If it was as simple as a mistake I wouldnt really care, but instead of listening to his customers he accused them of lying. Hopefully management contacts me and does more then serves more...

This used to be a very good poutine place now with the new manager there he’s a complete jerk very rude and does not know how to make poutine like maybe five cheese curds in your poutine used to go before and it actually would have cheese curds in your poutine and would not give you a hard time when you ask for things extra or whatever you want on your poutine The manager there that’s running it on Friday September 16 Who is absolutely very rude I feel the comments below same customer service is not good and manager yelling I definitely see that that’s true we’ve been going to this place for six years and now I have lost our business of a weekly customer going to this place Headquarters needs to deal with this location definitely a lot of issues and it’s because the lack of management and the manager that’s currently running it used to be a very good crew there not any more wonder why. Also the manager overcharged me as well he punched in extra cheese curds and I did not realize until after I paid and he did not even put that extra cheese curds in the poutine and we buy 2 poutines...