Swiss Chalet — Restaurant in Toronto

Want to start off with that the experience with Swiss Chalet ruined Thanksgiving.

Lets go by parts...

Placed an order on October 9th around 1pm at this location as closer locations to where I lived showed that some items I wanted were out of stock (so I had to drive further in order to get what I wanted for Thanksgiving dinner with my family);

At 8:15pm (pick up time was at 8:25pm) arrived at the location and told the employee that I was there to pick up my order. She then left to call for her Manager and he came (and this is where things start to go sideways)...

Manager saw what I ordered, looked at me, sarcastically smiled and said "I will see what I can do". I thought to myself "what do you mean you will see what you can do if this was ordered and confirmed at 1pm!?";

While I was waiting, others came in and asked for meals and the employees answers were "we don't have any more food, all sold out". Started to be suspicious at this point;

Eventually the Manager comes back with my order and hands it over (didn't say anything was wrong with my order, nothing);

When I get home and have my family waiting for Thanksgiving dinner, open my order and... Chicken was cold (the way it was cold, it could only have been done several hours prior with no reheating; More than half of the items I ordered were not present and were replaced by other items (fries replaced with normal/entire potato, deserts I asked for all replaced with pumpkin pie); No buns/breads at all; Between other issues.

In sum, I paid for a meal which I didn't get (or got 10% of what I asked for). This tells me a few things happened... 1. Instead of saving the items I ordered several hours ago to have them available for me, they just sold it to others which were showing up prior to me. 2. They didn't call me in advance to say something was no longer available. 3. They forgot to make my food at pick up time or hopped I wouldn't show up. 4. Were not upfront when I was there picking it up to say what was missing and if I wanted it replaced by A, B or C.

This is the most unprofessional service I have ever experienced in my life. It is thinks like this that destroy a business so I hope that Swiss Chalet management looks into this or else locations with service like this will eventually be...

We brought a few teams from RBC here for a reward and recognition lunch of about 45 people in all. I had called to book the reservation a week before and they called me a day in advance of the booking to confirm we were still coming. They actually beat me to the call as I had intended to contact them to make sure they were still expecting us given such a large party.

I appreciated the proactive customer service, maybe that's usual but it did make my job easier since I was the one coordinating for my group.

When we arrived they were ready and the customer service, the timing of the food, the quality and preparedness was exceptional. We dealt with the GM Patrick Ng and his staff of servers. There were more than enough staff to support us - all of which were pleasant. Patrick was even quick to highlight that there was special for the Tuesday we were there, which resulted in many of us being able to order additional food items and still remain within budget.

The chicken is Halal which didn't put any limits on dietary requirements. The place was clean and we were able to enjoy the lunch and bring teams together. We did not hear any negative feedback and the service was very efficient.

Highly recommend to go here if your company allows a budget, rather than the usual boring catering "in office" atmosphere where it isn't quite as memorable as taking a walk with your colleagues and enjoying a meal in a restaurant.

Thanks Patrick and team, we...

The most negative customer service experience I’ve had in a long time. June 2 was BOGO quarter chicken with CAA and so I tried calling this location MULTIPLE times and was being put on a loop with the machine saying no one to answer. I tried the take out option and they couldn’t help me because they were trained for “online orders only”. I wanted to verify BOGO with store and see if they did reservations. I ended up dealing with customer service on the Swiss chalet website and they said this location should be a participating location. So when I show up to find it is closed, I couldn’t believe how horrible the information provided was why was the messaging on the phone indicating this rather than putting me in a loop thinking I could get a hold of someone google did not have any update hours IG did not have anything posted customer service from the website did not indicate this

When I emailed the store about this experience all they said was that they were closed and nothing to help rectify this lack of customer service experience or notice that could have been provided. Could not even acknowledge how frustrating this would be.

Disappointing with how many ways you can notify customers about disruptions now and the lack of regard they have when people make an effort to support a business and it...