Rôtisserie St-Hubert — Restaurant in Ottawa

I want to preface this by saying this review is only for this location and only for this one experience. I wanted to draw attention to it, normally I love St Hubert and have been going to their chains all my life.

Today I went through the drivethru for lunch, there were no cars ahead of me. We ordered the st Hubert wrap and the new fried chicken meal. The terminal to pay was having issues, first pay attempt failed, tried again and it went through the terminal. The cashier closed the window while we waited but then she reopened to tell us the payment hadn't gone through to their store so we paid again with a different card. We checked our bank statement and the payment that had gone through was there. We asked the cashier about it and she told us to call our bank? But the issue was their terminal. She closed the window to ask someone inside and when she came back she tried to give us the food and wanted us to leave (by this point there's 3 cars waiting behind me). I asked again about being charged twice and she said to call the bank but then someone else chipped in, it must have been the manager. She also told us to call our bank and nothing she could do since their store wasn't charged. She seemed a bit stressed and was trying to push us to leave but we asked again if she could help with the double charge and she just kind of threw her hands in the air, asked us for our total, handed me the money and said the transaction probably wouldn't go through and to come back if it didn't and to have a nice day, nothing else she could do.

We were so taken aback by her agitated reaction we didn't know what to say so we left (4 cars behind at this point).

We were only looking for answers on what to expect with the double charge, some kind of assurance that the pending charge would cancel itself and if it didn't to come back with our receipt and a refund would be issued. But her attitude just closed all communication and was off-putting, she made us feel like we were in the wrong for asking for a resolution for being charged twice. The only receipt from the terminal that we received was "error 9: erreur inconnue". That's no info.

I would even have been fine with driving out of the drivethru to free it to discuss the situation but she was not open to any communication.

I'm concerned that the staff did not seem to care that their terminal was charging customers twice and not open to resolving or giving any sort of information to help the situation, they were more concerned with serving quickly which I understand but client focus is also important. This off-putting interaction made us not feel welcome to return to this location which is a shame since it's closest to us.

Review for the food: the food was ok, my wrap didn't taste like it was cooked, just wrapped and put in the box (was cold and cheese not melted). The fried chicken was good. I did find something that suspiciously looked like a fruit fly flattened in my wrap, not the most appealing thing lol, couldn't finish eating it after. I had the side poutine and it was good but did look also just slapped together.

I usually love St Hubert but this was not a fun experience, I'll be avoiding...

You must read this review before placing order at this location........I place a order for a club sandwich brun meat with a coleslaw got charge for the meal they said it would cost me 17 $ and when I place the order the girl on the phone hung up on me rudely and when the order arrived the bill was 21.19$ and no extra coleslaw and the meal was cold fries and all ........wow that is a service .....think twice before placing order at st Laurent ottawa and when we ask to talk to the manager she was to busy to take the call and I order another club sandwich to replace the club sandwich that is cold she wish to charge me another 21.19$ ........" Daniel "please call me .....trust me am a builder residential and commercial and industrial in life......I am returning your cold fries and meal ......are you incompetent to manage a restaurant in the evening ? On a Friday night it's now 8:28 pm at night and am still waiting for my club sandwich........will you give me the service proper to st Hubert B.B.Q. To a customer ? Wow that is a very bad experience of service and competence of management of a franchise .......do you agree ? I will not call back after today trust me on that .....you do not wish to call back I will reach higher than you they need to know how you operate the franchise...... it's now 9:07 pm and the food did not arrived yet and we are working this Saturday at 5 :30 am wow thank you for the experience of ST Hubert restaurant........ WOW this restaurant do not care about customer.........and repeat customer at that.......the club arrived at 9:21 pm I ad paid the full bill ....now I give back the cold lunch to the driver of st Hubert and he did not give back a lunch so we lost 21.19$ (23$ with tips ) and did not get a lunch at all and no refund ......wow should you call for your lunch from st Hubert B.B.Q st Laurent blvd Ottawa ? Ask your self that question.....I got stiff from this location .......wow that is a experience to remember for sure.....that night will always stay in my mind st Hubert kept my money and never served me fully aware of it that is how the manager of this location fixe the issue. Rotisserie ST Hubert in Ottawa on st Laurent blvd reflect how they do business to repeat costumers. Do you still wish to order from Rotisserie st Hubert..........order your lunch from another restaurant not Rotisserie st Hubert it's not worth your money we work so hard to make every week.........from a builder of Ottawa...

Had a horrible delivery service this evening. Ordered at 5:57pm and did not receive my food until 7:50pm

First the girl on the phone taking my order did not know the websites promos and said it should have been taken off the site. (Hockey Promo - 24 wings for $12.95 on Saturday nights) Spoke with the manager who fixed it and said that it should be about an hour or less.

I ordered a 1/4 chicken meal with a potato and the wings.

At about 7:30 I tried to call for 10 minutes as their phone was busy, finally I get through and told the girl who answered the phone that I've been waiting an hour and a half, she said that the driver was on his way and that we aren't offering any delivery time guarantees for your meals because it's so busy. I mentioned that the manager said it would be an hour and she asked if I wanted to speak with him.

He said it was busy and had no idea what I was talking about when I said that I spoke with someone who guaranteed my meal within an hour. He said with the weather and them being so busy they can't do anything and that the driver just left. I said if my food wasn't here by 8 I wasn't paying. He then rudely said that it was busy and the weather was bad and he didn't know what to suggest.

-- I would like to add that it's raining tonight. I don't see how that is any reason for drivers to be late.

Finally got my food and I end up getting french fries and didn't bother calling back figuring it wouldn't do much.

All and all, I'm not impressed with the service...