Swiss Chalet — Restaurant in Sarnia

I had a horrific experience advocating for someone that had a delivery. The customer was charged double and is on a fixed income and is very ill with copd. The delivery guy made his son come downstairs to meet him. What would he have done had there not been an able person? The delivery guy made him put his card in twice because it did not seem to work. The customer tried to resolve it on the phone that night but was told to bring the evidence into the store. I was brought in to advocate because this person is unable to leave their home due to illness. I phoned several times, the next day and was told to go into the store with the evidence. I met with a very unfriendly, uncaring person. I came from Forest to help this person. I was told that I needed to call again and that they do not give refunds. I went to the parking lot, called again the delivery number only to be told to go into the store. I called Sarnia store and finally got a kind voice. She put me on hold, dropped the call, but listened and told me to come back into the store. Luckily, I was in the parking lot. She talked to the manager and got the charges reversed. I had the evidence and she said they had problems with their system. She said it could be 7 to 10 days to return the$60. To someone on ODSP 60$ is a lot. This has left me with a strong desire to NEVER go back to Swiss Chalet Sarnia. I am grateful for the lovely lady in Takeout! It was a great deal of my time wasted and I was only the advocate. The customer told me that food was very soggy and overall not a good experience! Please beware of this delivery service! It is overall a terrible experience! We all make mistakes but a little kindness and empathy could have made your mistake more tolerable! I love swiss Chalet but will not be going to your store anytime in the future. Grace Daub two week have passed and there is still no refund. This is unacceptable! see my recent comment... update Finally today November 26. I commend Sally the manager for persisting and taking the time to listen and examine the evidence. After another trip in and several discussions she was able to finally give a refund. Sally is a wonderful manager and should be elevated and promoted. She treated me like a human! I appreciate Sally very much. She restored my faith in a very poorly managed company. ...

Let me be clear, I rarely ever leave reviews. However, when I have had a bad experience, I feel inclined to notify the public. I am visiting Sarnia for the first time and upon my arrival I was hungry and decided to order from this restaurant. I ordered on Uber Eats. I forgot to add in the “special instruction” section to add cutlery to my order (honest mistake). So I figured I’d just call the restaurant to ask them to do so.

So I called and a lady answered. I basically said “Hey, I placed an order on Uber Eats and I forgot to—“ this is where she rudely cut me off and said “Whatever you forgot to add you must figure it out in the app”. I was so appalled and tried to tell her I only needed cutlery to eat the food with. Again, she wouldn’t let me talk, she cut me off and hung up. I was raised with respect and I am very kind. I don’t think I did anything wrong. This lady was RUDE and I honestly don’t think people like this should be working in customer service.

I spent $50 on this order. Unfortunately, I could not cancel the order with UberEats, because the order has already been placed and a driver was already on the way. At this point, I don’t even feel safe eating the food. Her behaviour was so irate and impulsive, I truly believe she could have done something to the food. I can only pray she is not this wicked of a person and hopefully it was just her having a bad day.

Regardless, her behaviour was unacceptable and is a poor representation of this Swiss Chalet.

I have ordered from many other Swiss Chalets and never had a bad experience like this one. Usually the food comes in a bag which is stapled shut. My bag was not stapled shut. Some stuff looked tampered with and some stuff simply missing (chicken fingers and white rolls). I am not sure if this was the restaurant or the driver.

Overall, 0/10. Would...

Came here expecting to order take-out at 7:30pm on a Wednesday evening and was told that they ran out of chicken. Managers attitude was arrogant, nonchalant and completely indifferent. Apparently they had a couple of large tables which is utter nonsense - the restaurant wasn't even busy inside. If Infact this was the truth - the manger would have acted completely differently!! Think I now understand why no chicken was on the rotisserie! This place is more concerned about food costs/waste and margins rather than serving their guests quality meals and generating revenue. Sadly, the couple behind us (locals) mentioned that this is not the first time they ran out of chicken. We would have been fine with ordering something else but since the manager on duty was indifferent and expected us to order their left-overs - we all walked out!! Absolutely no customer service and hospitality skills! This place just lost 4 customers by gross mismanagement. Hate to say this...wouldn't be surprised if this place closes entirely soon due to the lack of sales/revenue. It's extremely evident what's going on here! Recommendations to management: Get the chicken in the oven when you still have 1.5-2 hours left of service. If you do happen to run out - a free dessert (or something else) is a nice gesture in lieu of unavailable items. Since you don't care and approach these types of situations with total indifference - your customers will just go someplace else!...