Kitchen Hub Food Hall Castlefield — Restaurant in Toronto

Since I had a good experience at the Castlefield location of Fresh Burger the first time, I decided to return and bring my wife too. This second visit however was not great.

I placed an order using my phone for a double prime burger with bacon. A staff member came up to me and asked if I wanted my order completed ASAP rather than having to wait the 15-20 mins forecasted by the order system. I said yes and headed upstairs to wait. When the text finally arrived saying my order was ready, I headed downstairs to pick it up but no one was paying attention to hand me the bag. I stood for a few minutes before one of the girls behind the counter finally noticed my presence and handed me mine and my wife's orders. Note that the store was not busy with many waiting customers at ~4:30 on a Sunday afternoon.

I go back upstairs and unpack my burger only to discover a distinct lack of bacon. Back downstairs I go to ask what happened. A staff member takes my burger to the back and reappears a few minutes later telling me they've run out of bacon??? Nowhere in the order or preparation process did they mention that the store is out of bacon and had I been getting this order delivered instead, it would have been an even worse surprise.

The staff refunded the bacon add-on, provided free fries as compensation, and promised to remake a fresh burger for me. I finally go back upstairs to enjoy this "freshly made" burger only to discover that a remake simply meant tossing extra seasoning onto the old burger and placing it into a new wrapper. The lack of communication about the bacon already left me feeling annoyed and the extra salty burger only served to add literal salt to the wound. Also just tell the truth if the standard practice is to serve back the original old food to the customer, it's not a nice feeling to expect something fresh and then receive the literal opposite. There is no need to lie to customers, honesty is encouraged in this situation and there is no reason/justification to provide false information.

With the closure of the downtown Church St location of Fresh Burger, I was excited at the prospect of not having to travel all the way to North York or Steeles to satisfy a craving. But if this is how the Dufferin Kitchen Hub location operates, I'm not sure anymore if it's worth the trek for this kind of...

First I would like to preface this by saying my review is not for the store front staff but for the establishment that's within (Bellybusters), the staff here especially Janie were wonderful I give Janie 5 stars plus. Bellybusters gets a 0. Unfortunately I wasn't able to get back to the hub yesterday as I had an extremely busy day at work or else I would have come back and asked for my money back. I would understand if they were extremely busy to make this error as I would think my order would have been mistaken with another, but the fact that I was the ONLY person there first thing in the morning makes this even more infuriating, I purchased this for the whole day as I knew I would be busy until late night. Attached is what I ordered, but unfortunately that is not what I got. I thought I was getting a toasted cheesesteak sub but the order ended up being a roast beef sandwich with what seemed like one or two slices of cucumber, no lettuce, tomatoes or peppers (and if they were there they werent noticed) and not toasted. I was so disappointed that I tossed the sandwich as it wasn't what I ordered and I didn't have the time or energy to go back and get the order fixed. I had time today so here we are. This place is a wonderful concept but it feels like the people in the back depending on who's there half a ss it. Coming from the service industry I rarely like to leave bad reviews but after spending 20 dollars on a sub that I didn't order I couldn't hold this in. I would like to reiterate that the front of house staff is incredible but the people in the back need to do better. Spending nearly 20 dollars on a sub I didn't order is disheartening and disappointing as I was hoping to use their services for our office functions twice a week but now I don't trust they will be able...

I ordered Mandy’s salad at kitchen hub, and unfortunately had a pretty bad customer service experience.

The order was scheduled for a 1:50pm pickup, but when I arrived, the order wasn’t ready, and they told me it would be a few more minutes. After a 25 minute wait, my order still had not come out. With no explanation of what was going on, one of the employees (I’m not sure of her name… Dess? Jess?) asked me what was in my order. I started telling her generally, but quickly realized that she was taking my order from scratch. When I asked what was going on, she said the printer had malfunctioned.

HOWEVER, just a few minutes later, the full order came out, and I overheard one employee saying to another “it was at the front the whole time”. I did not appreciate being lied to about the printer.

When I asked Dess/Jess what was going on, she maintained that the printer had stopped working, although there was clearly a printed receipt stapled to my order. I asked what she could do about this, given that we had waited 30 mins for our order and been lied to, but she was incredibly rude about the whole thing. She said there was nothing she could do, to take it up with Mandy’s directly (although I went to a place called Kitchen Hub) and told me with a fake and condensing tone to “have a nice day”.

If she had apologized (she never did at any point), and offered good customer service, I might have...