St. Louis Bar & Grill — Restaurant in Toronto

Terrible customer service. For context , my partner and I came in for the “all you can eat boneless wings”. Our waitress wasn’t even aware of the deal going on. Right off the bat our waitress wasn’t friendly and seemed like she didn’t want to be there. Fast forward to the first issue, my partner mentioned that his wings were dry and weren’t tossed in sauce completely, she made a snarky comment and quietly giggled. My partner asked for sauce on the side to compensate for this issue. Now for the next issue, we had finished our wings from the “first round” and had leftover fries, we asked for the next round of 8 wings. Keep in mind we had waited for an extremely long time to get water and actually place our next order, making it difficult to retain the appetite. Once we had our second round and were 60% done we wanted to place our third round since it had taken so long to get the second. Our waitress told us she couldn’t do that because we didn’t finish our food and thats their “policy”. We speak to the “owner” and he told us we need to finish the wings, it wasn’t until my partner mentioned that the waitress said we also had to finish our fries as well that the owner said fries too. First count of inconsistent policy claims. He and the waitress both made claims about not wanting to waste food and if we order and didnt finish, thats “wasting” food. We said okay and continued eating our food, we had some fries left and only one wing remaining and were too full to order the last round so we asked for a takeout box. The waitress said she cant do that because its “all you can eat” mind you its actually not… you have 3 “rounds” with 8 wings in the first two and 5 in the last. Nonetheless, we explain that if their concern is wasteful food then we can pack it as there is only two wings each. Apparently that was too much for her to handle working in customer service that she then stormed off without saying anything and asked another waitress to come over. Now this next waitress, once again, automatically gave off attitude and was not understanding. Basically repeated everything the other waitress and owner said but with the intent to argue. We explained how we were able to order the second round while still having fries leftover but yet couldn’t for the third round and her response was “she was being lenient”. So from my understanding the “policy” can be lenient? I dont think so. She mentioned this is something you do when you work in customer service, mind you, AGAIN that my partner and I have BOTH worked in customer service before and breaking policies was something we were never aware of! These employees are clearly not knowledgeable on the policies in place and think its okay to pick and choose when to follow them. She kept arguing with us and it was going nowhere so we asked for the bill. The other original waitress came over and gave it to us and couldn’t even bother saying “have a good night” or “take care” simple walked away. As a HR professional I would strongly recommend your employees take a customer service training course and be updated on company policies. I will absolutely not be returning to this location....

Please avoid this place if you can. My friends and I just had to walk out after a very poor experience with both the manager and owner. We came to watch game 7 of the World Series and were told by multiple staff members there was a minimum cost of 35$/person to dine here and watch the World Series- we were planning on having appetizers, a meal and drinks so this was no problem. Throughout our very brief stay, we had the manager repeatedly visit our table asking when the rest of our party would arrive (they were stuck in traffic) and then split up our table just before they arrived. After this incident, the owner randomly came up to only our table and informed us we actually had to pay 35$ per person/90 minutes to stay. I told him that was not consistent with what we were told when we arrived and the owner proceeded to talk to our group in a very condescending manner. Another group member confirmed the amount we would have to pay in total each to watch the game, and then the owner replied with an arbitrary “70$ minimum”, not consistent with the 35$ per 90 minutes rule. The conversation progressed towards the owner telling me he needs to be able to afford his rent tomorrow, telling me I can “come visit his landlord”. The whole interaction was incredibly unprofessional and the environment felt so hostile and unwelcoming. I also want to note that just 15 minutes before my group and I left due to this interaction, another couple dining had left without eating their meal because of poor treatment from staff as well.

Edit to reply:

There are several factual errors with your response and I’m disheartened that you would go out of your way to paint this situation and interactions with customers in an incorrect light. We had an order taken for drinks but nobody had come by to take our order for food. Perhaps, you should consider if this was due to persistent interruptions from the manager and owner that disrupted our ability to comfortably and fully look at the menu, or for the server (who was fantastic by the way) to get an opportunity to take our orders for food. Instead of assuming we were not planning on ordering food (which was absolutely not the case as per my original review), I would have hoped for better professionalism amongst your staff to perhaps inquire about whether this was the case. Just to reiterate, we understood upon arrival that we were early to watch the game, however many other parties already had arrived at that point as well. We believe we were respectful of any potential restaurant policies and inquired before being seated about the rules for watching the World Series at your establishment. Unfortunately, our group did not feel...

Went for the AYCE wings and the dining experience was disappointing. We weren’t allowed to order additional wings without finishing our fries which is not written any where on the website. They also said my boyfriend and I can’t share our food. It wasn’t like he was the only one eating it, we were just exchanging them so we can try out different flavours. The wings were alright.

Additionally, an extra 15% charge was added onto our bill. We didn’t realize and added an additional tip. But when we realized and asked our server, he said it was a charge that the restaurant adds??? Never have I been to a restaurant that adds a random 15% charge to the bill for absolutely no reason unless it is gratuity. He claimed the charge goes up and down depending on the time of day, is this normal? The server took our receipt and would not reprint it for us to keep because it would cost him $60 to reprint.

UPDATE: After emailing back and forth with them, they have just stopped replying after all I asked for was a copy of my receipt.

Their reply was the exact same as another person, I don’t think they really care about customer service enough to read our emails and provides the most basic and genetics response that doesn’t even apply to what I wrote:

Dear Ms.Vivienne I am very sorry for your experience at our restaurant. I cannot imagine what it must have been like not to see your order in the system. I apologize profusely.

Please enjoy another pound of wings. You can also ask me personally if you have any further problems. We appreciate your patronage and feel so embarrassed by mistake at our restaurant.

I hope that you will accept my sincerest apology. I am just sorry that you had to experience it during your restaurant visit. Please let me know if there is anything else I can do for...