The Canadian Brewhouse (London) — Restaurant in Ontario

I have tried to resolve my issue by contacting the General Manager (by phone) and was told to email my complaint. I sent my email 9 days ago and have yet to get a reply. I prefer, as you can see in the email to give many chances. Hi Lewis, I wanted to reach out to you about a recent experience I had the other night at your establishment. My family and I dined in the restaurant after our teenage sons baseball game. We have been to the Brewhouse 3 times previously, and have never had a great experience (in fact very poor experiences) but it was wing night and we thought we would give you one last shot and unfortunately this experience turned out to be the worst of them all. Our night started our promising with our server, xxxxxx, greeting us within a couple of minutes, when we ordered a round of drinks (beers and a pop) and 2 pounds of wings to start. Our drinks took about 10 minutes to arrive, which was no big deal as you were busy. About 30 minutes later, our server comes around, and we order another round of drinks and two more pounds of wings, not having gotten our first round yet - which was fine at the time. Around the 50 minute mark, our wings come out and we have no cutlery, napkins or plates. Our server is clearing other tables and at which point we have to flag her down and ask for cutlery, around 5 minutes later she drops it off, with no apology or anything and we now have a cold first round of wings. Having been a server myself, I was a bit taken aback as we did not see her until we had to ask for the bill. Between this happening we got our second round of wings, would have liked more drinks, and more wings but that didn’t happen. We were never checked in on, to see how our food was, if we wanted more drinks or anything. We had to chase our server down for the bill, and even then it was painfully slow. We ended up being at the restaurant for over 2 hours, and truthfully left hungry and disappointed. Our family lives around the corner and we’re really hoping for a turning point for your establishment however, regrettably after four disappointing experiences, we will not be returning. As one business owner to another, thought it would be beneficial for you to be aware. As someone who entertains and is entertained frequently 4-6 times a month for the last 20 years I have tipped zero now 3 times. Do what you would like with this information , I give negative reviews less than I tip zero so I won’t be going social with our experience. Just wanted you to know there was a really good customer and friends lost. Hope you can right the...

Update October 2023 Stopped in last night for wings.. our server Sarah was fantastic! Genuine, authentic, attentive, one of the best experiences we've had in a while, and we dine out often. Great job! (Sorry for the "eating for 2" joke. 🤣 Bumping the rating back to a 5!! Update July 26 2023 Stopped in for the Weds 49 cent wing special. This time it was the other way around, wings and kids pizza were great, service was not so good. The servers were more interested in standing around chatting than taking our order. Forgot our drinks, just generally seemed disinterested. 🤷‍♂️ -‐---------- Original Review

Overall, we really enjoyed this sports bar/restaurant.

We bought tickets for the 40 oz steak night.. which was really good, and the biggest steaks we'd ever seen!

Points taken away for the steaks, which I'll explain in a bit, but the atmosphere was great, service was fabulous, booth was perfect. The lighting in this place is terrible, which makes it hard to read the menu or take pics. We saw a couple people using their phone light to read the menu.

The steaks were big, but this restaurant clearly doesn't specialize in steaks. If they did they'd know how to cook one. The cuts of steak were ribeyes, which are well-marbelled fatty and delicious steaks.

My first bite was extremely disappointing, as there was zero seasoning... on either steak, literally zero.. nothing. These steaks should have been well-seasoned with steak spice, as they were 3 inches thick. Also, no sear at all, on the face or sides, which results in the fat not rendering, juice not being seared in, and a more chewy texture. Overall not a pleasant experience. Fortunately they were also slightly under the medium rare we requested, so we could take them home, season the properly and sear them in some butter and garlic.

Ceasar salad was bomb 💣, mashed potatoes were awesome, although it seemed like a chicken or turkey gravy instead of beef which is odd. The "steak sauce" which tasted like a mushroom au jus foam, was really good, but was cold... literally right out of the fridge, which again was odd.

They have a good kids menu and the kids pizza looked great. Although the restaurant didn't have one other child in it when we were there so I don't think they are catering to the family crowd.

We will come back and try something else. They have an extensive menu, and I'm sure other items are good. As for steaks, they should do it right or don't bother.. we've had much...

I don’t usually leave reviews for restaurants, but tonight I’m making an exception. I’m wildly impressed at how bad the service was tonight.

Came in for Valentine’s Day at 5:45, table reserved. Overall atmosphere was very nice. But that’s about it.

When it came to the service, it fell short big time. Alexandra was our server, and took our orders pretty quick, right before 6. We ordered a spinach dip, I ordered a brisket poutine, and my girlfriend ordered a poke bowl. We got our spinach dip 15 minutes later, finished it pretty quick and it was good. Fast forward to 6:40, our food hadn’t come out, and our server was basically ignoring our table completely. When we finally were able to flag her down, she gave a crappy apology and said that there was a “stress out” in the kitchen, and to give it 5 more minutes. 10 minutes later, at 6:50, we finally got our food even though we were about ready to leave at that point.

Not only were the portion sizes were small, my poutine did not have cheese curds even though it was advertised on the menu. There was very little gravy, no BBQ sauce on the brisket (which was also mentioned in the poutine description), and there was a handful of fries, maybe. For $22, it was pathetic for a “large” poutine. It was more like a side of fries with a bit of toppings. My girlfriend’s bowl was good tasting but portion was very small.

After a bit, we got the bill and they offered a dessert “on the house”. We declined and said we wanted to leave. They gave us the bill and nothing was discounted at all. When the server did a crappy apology for the wait time, saying the kitchen was busy, I pointed out that three other tables that I witnessed come well after we did, got their food much before we got ours, so there was absolutely no excuse for that… she just used the same excuse and walked away. I could see if the restaurant was slammed, but it wasn’t at the time. It was much busier when we left.

We were completely appalled at the experience here. I’ve never experienced such poor treatment at a restaurant before and we will never be back, and we’re sure to mention this to all our friends and family as well.

I’ve attached pictures of the menu showing cheese curds, where my poutine does not have them. Please avoid this place. False...