The London Warehouse (EL Furny) — Restaurant in Ontario

Choosing one star because this is a negative review. I’m a regular and loyal customer, but tonight I was sorely disappointed with my experience. I rave about Warehouse (food, service, vibes) and went with 3 of my friends (2 joined after), 4 of whom were there for the first time. Was really looking forward to taking them there and insisted we stand in the line to get in as opposed to going somewhere else. Once in, I know it tends to be busy, and I come with the expectation that there may be a 45min wait to get our food, but tonight it was an hour and a half. However, this wasn’t my main point of concern - rather it was that people who were seated after we were / weren’t even in line with us / or those who were behind us were served not one round of food, but two times before we were served at all. We asked the server about it, she apologized and acknowledged that we didn't think it was her fault, and we asked to speak with the manager. The manager (Mandy) came and said that the kitchen had messed up the order sequence which is why others were served before us and that our food would arrive soon. My friend expressed that we shouldn’t be charged given that we had waited due to an error that was not our fault. Mandy said she couldn’t cover all of our meals but that she would make some adjustments to our bills. We appreciated this, and were fine with it. Near the end of one of my meals, I saw what I thought was a hair on my pierogi. Pulled it off and was about to eat it but my friend said I should speak to the manager instead - then another friend at our table told me he had found a hair on a pierogi but ate it without saying anything. We told our server, and she took my plate away. Mandy came back and proceeded to tell us that what we thought was a hair, wasn’t a hair and that it was fluff from what she assumed was a sweater. My friend who had found a hair earlier mentioned that fact, and she proceeded to tell him “okay but you still ate it.” She went on to sternly tell us that we had been rude to the server / that the server had told her we had been rude (she mentioned it twice) and that we had made our server feel uncomfortable. We were all taken aback, since we didn’t think the server was in the wrong at all and sincerely thought we had not been rude at any point. We expressed this, and said that if she for whatever reason felt uncomfortable with us, and didn’t want to be our server, we would understand. Mandy told us that in spite of discomfort, our server would still continue on with us, and then she walked away. She seemed irritated like we were inconveniencing her. First of all, the way the manager handled the hair complaint was unprofessional, but moreover, sharing something a server had told her in confidence / throwing our server under the bus (when she’s still serving us) was out of line. It technically puts the server and customers in an awkward situation and reflects poorly on the management. Our server came to our table, and one of my friends asked if she had told the manager that she was uncomfortable with us or if she felt we had been rude. She denied saying what the manager claimed she had said, and reiterated that she understood completely that we did not hold her accountable for anything, that she thought she had seen a hair on my pierogi as well, and that she felt bad that we were being treated this way. We even apologized to her saying that we were sorry if we had made her feel responsible in anyway, and that hadn’t been our intention at all. We thanked her for her patience, tipped well, and left. The way Mandy dealt with our concerns - discounts aside (accomodations we asked for based on their error) - was appalling and very upsetting.

*I know people visiting from out of city and would normally suggest going to Warehouse. After yesterday, I feel uneasy that the management doesn't have our back (in the case of a complaint) and the customer service on the managers part was awful. This is...

This place does not even deserve a 1 to be quite honest. I never write reviews, whether good or bad but I took the time to write one today and that may tell you how poor my first impression is regarding this place. There were four of us initially. We were seated and we placed our orders around 8:10pm. We waited 50 minutes before we approached the waitress, asked her when our food will arrive, for which she said 45 mins is the preparation time, and by that time we were already 5-10 mins well passed that. During this time span, many people who came after us had been fed not just their first round of food, but their second as well. So we waited another 20-25 mins, and by this time, multiple tables who came after us had been fed and had already left. So we asked the waitress if we could speak to the manager, named Mandy, and we told the manager how unprofessional the situation was regarding the 90min wait time, plus how many people had been served after we arrived, and for which she admitted that there was a technicality issue with the order in the kitchen and that it had been pushed further back. She did not apologize but proceeded to say not to worry and that she will take some orders off the bill to compensate. Mind you, we had to ask to be compensated. Our food arrived and two other friends of ours joined us. Two friends of mine found hair in their perogies, and we told the waitress the issue, who also saw the hair and the manager showed up, and told us that it's not hair but some synthetic fiber. She also implied pointing at my friend's sweater that it was from her sweater and that we implanted it into the food. She did not apologize. Secondly my other friend comes to vouch for the other hair he found and she asked him angrily, "Then why did you still eat it?" She proceeded to tell us in a condescending, rude and aggressive manner that our server was uncomfortable serving our food that night and that we were rude to her. So we told her that if our server felt uncomfortable then we should have another one. She said that's not necessary and walked away. We then asked the server whether she felt uncomfortable for which she said no she did not and that she was sorry for the way we were being treated today. We assured her that we already knew the mistakes were not of her own and that we appreciate her service regardless. There were so many issues with the manager, I literally can not even begin where. First of all, when you are an hour and a half late for food, you do not just say don't worry and your food will be here but you sincerely apologize for the 90 minute time. Secondly, when someone tells you, there is something in the food, you don't just continue to say you may have implanted this, and ask them then why did you eat it. There was an issue once and when the hair/synthetic fiber was found again, we brought it to your attention. What kind of customer service is this, to point your fingers at the customer? Thirdly, why would you continue to make your server serve us if she felt uncomfortable. Also, why would you throw her under the bus and tell us that she was uncomfortable. Worse, why would you continue to let her serve us even when we told you we could have a different one? If the server was not lying and in fact she did not feel uncomfortable with us, why would you lie and make us all feel bad for something we did not even do? What kind of poor management is this? Mandy was unprofessional, hostile and completely unreceptive to our concerns and this reflects poorly on the management and as well...

If i could give less than 1 start I would. Do not waste your time here. After waiting outside in the cold for ages to be seated, we waiting an additional 1 hour and 30 minutes for our food to arrive. We asked our waitress to speak with the manager about the delay. Our waitress was very accomodating and apologetic. We assured the waitress that it was not at all her fault. The manager told us that the orders had gotten mixed up and told us that she could give us a discount (after we asked) but it would not be free. She seemed irritated and did not apoligize for the delay. When the food finally arrived we found numerous hairs in a plate of perogies. When we pointed the hairs out to the waitress she apologized and took the plate to show the manager. This time the manager came back angry. She told us that there was no hair in our food and "it was just fluff from our clothes". She was extremely condescending and accused us of planting fluff in the food ourselves. She then told us that we were all rude and that our waitress told her that we had made her very uncomfortable. This was shocking to us as we thought the waitress was amazing and thought that we had treated her with the same respect that she had shown us. Regardless, we offered to switch servers if it would make our waitress more comfortable but the manager told us that our waitress would continue to serve us. After the manager stormed away, the waitress came to check on us and we asked her about what the manager had said. We wanted to apologize if we had done anything to make her feel uncomfortable and thank her for being so patient through the whole ordeal. Our waitress assured us that she had never said anything like that to the manager and that she has no idea where the manager got that from. She also told us that she saw the hairs in our food as well. She offered to go clear everything up with the manager for us and we all tipped her well as a thank you and left. I personally will never come back here again. The food was mediocre and not worth the wait. I was willing to let all of this slide except that this manager completely threw the waitress under the bus. Either she made up lies to pin everything on our waitress and make us feel bad or she told us everything that our waitress had shared with her in confidence. Either way, a manager should be proctecting their employees not putting them in uncomfortable or potentially dangerous situations. The manager's...