Jack's Richmond Hill — Restaurant in Richmond Hill

My friends and I went at 3:00 PM to get a table for 12, first question we get, do you have reservations? At 3:00 PM?! Then, we ask if we can stay outside, they check to see if it’s available and she said you’d have to split, so we said sure (kids on one table and adults on another). Then while the host is prepping the table, she comes and says just to let you know gratuity is automatically places for 18%, we know it’s a given but did she want to say anything else to make us leave the restaurant? Then we go outside, adults are on high table and kids are on low table. I see 4 other empty tables that could have been placed together to make everyone’s lives easier, we had waited already about 15-20 minutes. One of those tables were dirty and I asked the host to put the tables together, she said but this this table is dirty and I asked can’t we clean it and she said we’ll, that’s going to take about 20 minutes !!!!!! We said 20 minutes + 20 other minutes previously, 40 minutes to get a table at 3 PM when the restaurant is empty?! My friend said looks like you don’t want to work today. She went and complained to her manager Emily. Emily comes out, and we tell her forget it, we’re sitting on those table. She said I’m here to see what’s going on, we told her what happened exactly and she start with “you are very disrespectful and I don’t know what to say to that”, the guys explain how is that disrespectful, you’ve given us bad customer service since we entered and now you’re coming to make it worse and she said it again, you’re being very disrespectful and we left. Emily is the most unprofessional person I have ever met in my life when it comes to customer service and she is the hospitality industry, she doesn’t understand the industry with this attitude. We ended up going to scaddabush, the host said you guys were one of the best big tables I’ve ever served. I need someone from the customer service to contact me about Emily’s unprofessional behaviour. We have been going to this jack Astor’s since 2004 and there was an amazing owner who this would have never happened...

On Friday, July 18th, my sister and I visited your restaurant for dinner and drinks. Unfortunately, our experience was incredibly disappointing from start to finish.

We were seated on the patio and served by a waiter named Chad, who never introduced himself or checked in with us throughout the evening. From the beginning, it felt as though we were an afterthought rather than valued guests.

First, my sister ordered a 10oz glass of red wine, assuming it was part of the happy hour special. Only after the order was placed were we told it was not included—information that should have been clarified beforehand.

We then ordered a half Fiesta Salad but were served the full-size instead. On top of that, the salad came without chips, even though the menu indicated they were included. We had to place a separate order just to receive them.

Next, we ordered a club sandwich with no onions and a side of mayo. The sandwich arrived with onions, and the mayo was missing entirely. I had to get up and search for Chad to request the missing item, only to find him chatting with other staff members rather than attending to guests.

Additionally, a side of jalapeño peppers we ordered never arrived.

At no point did Chad stop by to check on us or ask if everything was okay. The complete lack of attentiveness and communication was unacceptable.

Eventually, I asked to speak with the Manager, Marcello, who was kind enough to partially comp our bill. While I appreciated his gesture, the overall experience left a lasting negative impression.

I hope you take this feedback seriously and address the service and communication issues we encountered. We were looking forward to a pleasant evening, but unfortunately, that...

My recent experience at Jack Astros was utterly disappointing, primarily due to the unpleasant interaction with the restaurant manager, Emily. As a paying customer, I have never felt so disrespected and shocked by the unprofessional behavior displayed by a person in charge.

While dining on the patio with my family, including a 3-year-old child, Emily approached our table with an aggressive and confrontational tone, demanding that we keep our child outside on the patio of the restaurant. Even after complying with her request, she continued her hostile attitude by publicly yelling at us, claiming that her staff was responsible for caring for our child, when in fact, they were simply having a friendly conversation.

Emily's behavior was not only uncalled for but also disturbing to our family and fellow patrons. What's worse, when we addressed her inappropriate conduct, she threatened to have us removed from the establishment. This level of disrespect is unacceptable for any business, let alone a restaurant that is meant to provide a welcoming and hospitable environment for its guests.

While the service provided by the staff may have been acceptable ,the appalling behavior of the management left a terrible impression on our visit. It's clear that Emily's attitude and actions have significantly impacted our experience and will undoubtedly affect the reputation of Jack Astors.

Unfortunately, I cannot recommend this establishment to anyone until significant changes are made to the management and customer service training. A sincere apology and a commitment to providing a welcoming environment for families would be the first steps in rectifying...