Swiss Chalet — Restaurant in Waterloo

Actually quite a depressing visit. Went in to pick up a Too-Good-To-Go bag (pickup time between 8-9pm) and it was one of the most agonizing experiences this week. The bag should have ready for 8:00pm, but I ended up waiting, getting my bag, and leaving at about 8:40pm. Here's how the story unfolded...

The incompetent person behind the counter in the photos, named Swetha (or something else similar), is the textbook definition of "anyone can do this job". She was (barely) running the takeout counter tonight, Saturday, November 30th 2024, and made things so difficult. The takeout counter had a few people waiting to order, pick up TGGT bags, and collect delivery orders, but she magically disappears everytime her attention is needed. Delivery drivers ended up cancelling their orders due to standing there waiting for 60+ minutes. Service was as absent as her mind.

I ended up calling the restaurant about 20-25 minutes in and letting them know the takeout counter was being ignored, and a waitress had to come and tend to us despite not know the procedures at the takeout counter. It is not her fault whatsoever and if anything, she did a better job than Swetha ever could. She did her best to find delivery orders amongst a pile of poorly labeled bags, went to find TGGT bags in the ktichen, and most importantly, find Swetha. When the waitress asked her coworkers where Swetha ran off to, they all did not know and exclaimed "[Swetha] gets lost sometimes"; how does one get lost in Swiss Chalet? Before leaving, made sure to get Swetha/others to help the rest of the customers before Swetha ran off to hide again or lie and misinform delivery drivers about wait times; she could be a great politician given her ability to lie, run from problems, and be useless.

The TGGT bag contents are in the picture and for $5.65, I can't really complain... except for 1 thing. Pictures from left to right is a portion of steamed veggies, a sad Caesar salad, chicken noodle soup, coleslaw, 2 rolls, butter, and crackers. Somehow, the soup and rolls were still warm so that was nice! However, the "steamed" veggies were quite literally raw, they have not seen any cooking treatment or heat and were like they were thrown into the container after the pre-packed bag they came from.

If you have a few hours to spend waiting for takeout, then this is a great option and if you're lucky, Swetha might be able to (not) help you and (not) get you what you need. She is the epitome of "how did they get this job?" and I am amazed she still has her position given her skills, or lack of, I should say.

And to whomever that waitress was who came to help, she deserves everything and could definitely...

Tonight's take out was a big disappointment. We usually order from the Kitchener Swiss chalet but for some reason we were unable to order online from there unfortunately. This isn't the first time we've been disappointed with the food from the waterloo King St location but thought it was maybe a one off. Upon arriving there was a line up of people to pickup their online orders. Complete inefficiency of staff members to keep things organized as people were entering the restaurant to place an order in person, walking to the front of the line oblivious to the fact that everyone already in line hadn't even been able to speak to any staff at the counter to see if their order was ready. So while I've already placed my order, my food is likely ready and getting cold while the staff are taking orders from people who are entering the restaurant to place orders. This resulted in people receiving their orders out of turn and delayed anyone arriving to pickup their order. People entering the restaurant to place orders in person should be told to get in line like everyone else or have a separate pick up or order line. And orders should be called out when they are hot and ready, not when the person finally arrives at the counter to give their name. Then we get home (less then 10 min) and the order is missing a roll, everything is cold, the fries soggy and gross, while eating a piece of chicken a long hair is pulled out which just made stomachs turn. It. Just. Wasn't. Good! Won't order from King St again. We have always been more than satisfied with food and service at the Victoria St location. Not sure why online ordering wasn't available but hopefully next time! UPDATE:. Swiss chalet followed up very quickly on this review which is appreciated. It was noted that improvements to their pickup procedures at the restaurant are being made to address the issues mentioned and an apology was given with an attempt to make things right. We hope to give this location another chance but may wait just a bit to give this past experience a bit of space from the next one. I should also mention that we have enjoyed many many years of great dining room experiences at this location...

Honestly pretty disappointed in my recent online orders from this location. For one, you will be charged an additional "system fee" simply for ordering online with their platform.

This is the second time an online order had an error upon delivery. A few things to note: The "thanksgiving special" was advertised to feed a family of 4, but based on what was delivered, this was not my experience. This meal fed two people comfortably, with the only leftovers being the add on items (I.e. 2 cranberry sauces (mini), 2 pies, 2 buns) . Portion wise, it did not come with an entire rotisserie chicken as described, more like two larger pieces of the regular quarter chicken. It also did not include stuffing, which was advertised (and disappointing because we were really looking forward to it). The soup order was wrong and came back with a different soup than originally ordered. Lastly, the meal arrived at the house 13 mins late from the expected delivery time.

Overall, if this experience had been one issue or minor inconvenience, I wouldn't be as bothered because I recognize mistakes happen but considering this is the second time with multiple inconveniences or errors to the order, I am going to order elsewhere next time and would encourage you to consider first before ordering online with Swiss. On a different note, Kelsey's has some pretty good online order deals right now...

Update: As per below, I responded to the survey with feedback on Friday 27/24. I will update this post if things get resolved.

Update #2: I was issued a $50 credit to dine again. While the original meal cost more than the credit, it was an opportunity for Swiss to try again and they were apologetic, which was appreciative. Overall, second meal was mostly correct (minus a Caesar Salad with no croutons). I don't think I'd order from this location again, but it's good to know they did follow up with me and tried to make...