Harvey's — Restaurant in Vaughan

I don’t usually leave reviews, but my experience a couple of days ago at Harvey’s was so frustrating and disappointing that I feel the need to share it. My mom and I ordered two grilled chicken wraps and clearly said “wraps” at the counter. Instead, we were charged for two grilled chicken sandwiches. When the buns came out and we said we had ordered wraps, the cashier began scrambling and insisted we had said sandwiches—which we hadn’t. After waiting around for about 15 more minutes (first for the wrong order, then again for the correct tortillas and chicken), the manager got involved—not to help solve the issue, but to confirm whether we had been charged for wraps or sandwiches. We were confused why this had turned into such a big deal over such a SMALL difference. It turned out we were charged for the sandwiches, which are apparently 67 cents cheaper than the wraps. Just as we were finally about to build our wraps, we were called back to the counter and told we had to pay the 67 cent difference—even though this entire mistake was on Harvey’s. Let me be clear: this was not our fault. The cashier made the mistake, and we were the ones inconvenienced. We had already waited far too long for the correct food, and now we were being told we needed to go through another payment just to fix a problem your team created. I’ve worked in fast food (Chipotle) for 3 years, and I know firsthand that when we mess up an order, we comp it or at least waive a small charge. I don’t care if it’s 67 cents, 80 cents, whatever—it’s not about the amount. It’s about the principle and the experience. The fact that we had to scramble for a dollar over a mistake that wasn’t ours, while being visibly upset, and that nobody thought to just waive the difference as a courtesy, is bad business and terrible customer service. Harvey’s is a major company—are you really telling me you couldn’t cover a 67 cent mistake that YOUR staff made? That speaks volumes. And to make matters worse, when we emailed Harvey’s head office about the situation, they defended the cashier’s mistake, saying they “train their employees this way.” Honestly, that’s ridiculous. No decent company trains their staff to prioritize rigid policy over basic decency and customer satisfaction. The customer was clearly in the right. Your employee made a mistake, we lost time because of it, and you still refused to take responsibility. It wasn’t a $15 mistake—it was 67 cents. But even if it had been $15, my workplace (and countless others) would have waived it in a heartbeat to make things right. Because that’s what good customer service is. Instead, you gave us a $5 voucher—which doesn’t even cover one wrap. It’s a joke. Do better. Take accountability. And stop defending poor service just to save...

I had one of the worst customer experiences at this Harvey’s location.

I paid approximately over \$50 for four Angus Bacon Cheeseburgers (without buns). At first, the staff asked if they could put two burgers in one package, and I agreed—it was no problem for me. But when it came to toppings, the employee named " Tina " was extremely rude. Since I had paid for four burgers, I expected each portion (even if two were packed together) to have the full amount of toppings that I had paid for. Instead, she argued, gave excuses like “some people don’t like that much,” and completely ignored my request.

Her attitude was disrespectful—rolling eyes, making faces, and speaking in a rude tone. I clearly saw her treating the customer before me, a Black gentleman, with the same dismissive attitude when he ordered a milkshake. He walked away frustrated, and I soon understood why.

When I asked to speak with the manager, Tina said there was no manager available. When I asked for the manager’s name or contact number, she said she didn’t know and didn’t care. When I told her I would write about this store, she said it didn’t matter to her.

In the end, I cancelled my order because of how badly I was treated. I have been a loyal Harvey’s customer for about " 15 years ", and in fact, " 8 years ago I gave this very same location a 5-star review ". Unfortunately, today’s experience was the exact opposite, and I removed my comments and stars and changed to 1 star for the all-around bad experience. I think the owner must be serious about this employee; this behaviour does not match the Canadian culture.

I will never go back to this location, and I strongly recommend that others avoid it as well. No customer should be spoken to or treated this way, especially after spending good money.

I sincerely hope management reviews the behaviour of this employee—Tina should not be in...

I am embarrassed to say I was refused service today and discriminated against despite clearly articulating my mask exemption. Staff threatened to call the police. As I waited for the police and none came it was clear it was a threat. As a long time customer of this location I have not had any issues prior to this occasion. A mask exemption is well within the applicable Vaughan by-law and I have not had any issues getting service at this location prior to today. Their own sign on the entrance door acknowledges mask exemptions and despite me showing this directly to them and also noting no disclosed Harvey’s policy to the contrary the staff continued to refuse me service. They continued to not service me and the counter help went on to allow other customers who arrived after me to be serviced while I was treated as a secondary citizen and sub-human almost as if I didn’t exist. I will be filing a complaint with the corporate head office looking to get a response from the company to ensure that no one else will have to suffer this embarrassing and dehumanizing experience ever again and I will also be filing a provincial human rights violation with the Ontario Human Rights Tribunal as I find it despicable that this behaviour is apparently sanctioned by this businesses and/or franchise owner and/or where employees feel they are above basic fundamental human rights and privacy laws and have the authority to violate standing by-laws and discriminate openly against patrons.

Dec. 13, update: Complaint filed with corporate head office and file number obtained. Depending on the outcome or resolution of this complaint I will pursue legal action...