Earls Kitchen + Bar — Restaurant in Vancouver

We've been loyal fans of Earls brand so far as we had good experience at other locations. But the event described below puts a stain on Earls reputation for us and all our friends. Very rude employees (Ava, Jasmine and Liam). Worst experience we've ever had anywhere in the world. Here is what happened: My wife made a reservation for a large group through OpenTable around three weeks in advance to celebrate her b-day. On the OpenTable app there is a table limit of 2 hours 45 minutes mentioned for large groups of 7+ people while our group was double that size. We called three times before the event just to double check everything was alright and there will be no surprises. Nobody ever mentioned any issues. When we arrived on the day of event they told our guests that there is a 2 hours limit on the table. We were unhappy with such a surprise but said we would try to finish by then. Roughly 15minutes before the 2 hours mark an employee comes to our table (Ava) and says we have to finish soon. Ruining everyone's vibe. We commented how it was very bad that they never mentioned about the 2 hours limit until we actually arrived. No apologies, she just said "we appreciate your feedback" in a very robotic way. And then added they have a bunch of people waiting already so we need to hurry! We then asked if they could at least remove the 18% "mandatory" service charge because we didn't receive the service we signed up for. She said she would find out and disappeared for a while. We were just waiting there for a long while for her to come back and even asked a waiter to see where she was at. After that, suddenly, Jasmine (administrator) comes with a very aggressive attitude and says that we were asked to leave four times already and that if we didn't leave right now then we would have to be escorted out. Everyone one was shocked by this threat and we felt extremely humiliated in front of our guests. Because, as you can see, we were just waiting for Ava to come back. We were not sitting there in a protest to leave or something. Moreover, Jasmine said we disrespected the employees. Which is completely not true. And we have 13 witnesses of that. I told her to give a single example of a disrespect toward their employee. She couldn't come up with any, except for my "tone". Which, I guess, was not cheerful enough or something. But never even raised my voice. We've never said a single rude word. I have outmost respect for people in service industry as I've been there myself. I told Jasmine that we were just waiting for Ava who went to ask if the mandatory service charge can be removed. Jasmine said she can remove the drinks. We said it would be unfair as everyone had separate bills but not everyone had a drink. She just said "we appreciate your feedback" and gave me a business card of their general manager Liam. We paid and left. I sent an email to Liam the next day. He didn't respond for 3 days. So I decided to call him. Liam told me that he saw the email and that he thought the 2 hours table limit mistake needs more training, but offered no apologies for anything. Instead he said that were "extremely rude" with the employees and were not welcome anymore at the restaurant. I couldn't believe my ears because again - we've never said a single rude word to ANYONE throughout the whole horrible experience. And yet we fell into a category of "EXTREME" rudeness according to Liam. After that conversation it became immediately apparent where that kind of "training" came from. We used to be fans of Earls chain brand but now all our friends are seriously reconsidering this because of this outrageous behavior from...

Even a month later, my guests are still raving about the incredible food and outstanding customer service! In February, I hosted two large reservations. The first, on February 6th, was arranged at the last minute. As someone visiting from Ontario, I was truly impressed by how Earls went above and beyond to accommodate the last-minute change in location, smoothly transferring our reservation from the Earls on Hornby to the Robson location without any issues. The service was flawless, and everything went off without a hitch.

A few of my guests were visiting from overseas—Germany, the Netherlands, New Zealand, the USA, and the UK—and they were all equally impressed and satisfied with the experience. The combination of excellent food, exceptional service, and a welcoming atmosphere made a lasting impression on everyone, and they’re still talking about it today!

The second event, a smaller gathering on February 16th, was just as wonderful. I’d like to extend a heartfelt thank you to the amazing staff who made both events unforgettable: Zaiira, Analice, Antonia, Lara, and Jarrod. They were all rock stars—super friendly, accommodating, and their customer service was exceptional. They were incredibly attentive, answering any concerns or questions I had with ease.

For example, when I came in the afternoon to check on the reservation, I mentioned that one of my guests would be attending in a wheelchair and asked if they could clear the snow outside leading to the accessible elevator. When I returned, I was thrilled to see that the snow had been cleared. This is just one example of the thoughtful, above-and-beyond service they provided!

I know I may have missed someone, so please forgive me! If you were part of the team catering to us on those days, thank you so much. (I hope the manager in charge gives you credit too!) The entire team was incredibly inviting, friendly, and patient.

I’d also like to give a shout-out to Julian McLean, and Jessica Godfrey for all your help as well and a special shout-out and thank you goes to Connor Sim. Thank you Connor for all your invaluable help!

Thank you all for making my events so memorable...

I was really disappointed in this whole experience. We were 3 moms who came into the city overnight to celebrate our friend who was about to have her next baby! We chose Earls because I’ve previously had amazing experiences. When we sat down our waiter asked us if we wanted to order while looking over his shoulder at the bar and when we said we needed more time just walked away.

We chose a few different dishes one of them being the angry chicken lettuce wraps. It was 4 wilted pieces of green leaf lettuce when the photos on their instagram advertise crisp pieces of “fresh lettuce” that were layered. There were 4 limp pieces with 3 chunks of chicken thrown on. This is $20!!! I’ve had the cactus club ones and they are crisp and come with a whole wedge of lettuce and a bunch of chicken to fill. This was beyond embarrassing and something that looked like it was thrown together. It was also lukewarm .

My friends ordered the truffle tortellini which also came cold. They were able to get it remade because it was watery but it was $27 and probably had 12-14 tortellini max. My friends beer was also only filled 2/3 of the glass and warm.

This is meant to be a premium experience restaurant and for the prices you’d expect a lot more. Even more so this was meant to be a fun night out for us to celebrate and this was not the experience we wanted at all!! Unfortunately I will not be coming back to this location and would not recommend.

Update: I did hear from Bryn and she contacted to try and make it right and give me a chance to have another experience at the restaurant. I appreciated her reaching out and the way she approached the whole experience. I will definitely give it...