Halibut House Fish and Chips — Restaurant in Welland

My family and I went to Halibut House for the first time this evening, excited to try this experience as we've heard Hallibut House franchise from others.

Our server was lovely, I didn't catch her name, but she was excellent to say the least. Everything started when my grandfather noticed there was a bug crawling on his grilled piece of fish when our food arrived. Our server was really apologetic and offered to replace his piece of fish for him and everything was fixed and fine (so we thought).

Approximately 5 minutes later, I was just about to bite into my fish burger when I realized there was a dead bug on my sandwich. At this point, my family all started to lose their appetite and felt uncomfortable to eat any further. I had told our server about the bug in my food, and she took matters into her hands and told us she would bring the manager.

The "manager" then came over, asked what was going on and so we explained the instances to her. There was a long pause of silence as the "manager" was just staring at all of us, not quite sure what to say or what to do, it was very awkward. She then finally said she would go in the back and review the cameras? We were very confused as to what this was going to do, and then she walked away (no one offered to replace my burger at this point).

Then, maybe 10 minutes later after waiting, a different lady came to our table and advised us that what she can do for us is give us our meals free, but that we were banned! I've never had such an experience...nor have I ever gone so far to write an entire email to head office (I'm assuming this lady was the actual manager).

Now my family and I were not looking for a free meal... Should we have been compensated for the 2 meals that were compromised? perhaps yes. But we're more disappointed in how we were treated by management, I've never been banned from eating at a restaurant and unfortunately I have no desire to return when people get treated this way.

Having bugs in our food and telling our server about it is what we're supposed to do as we're paying customers for a service (I'm sure you agree). Management made us feel like we were doing something wrong or planting these bugs ourselves.

I don't believe that she has appropriate means of managing the restaurant on top of horrible customer service that could ruin a good business. I believe she should be redirected in how to manage a business and treat customers with more respect in the future as this was embarrassing for us in public around other guests.

I've contacted head office in regards to...

Not pleased. Poor service and the fish they served didn't have any batter on it lol

Filled my belly, but definitely not worth. Go spend your money at one of the better fish and chips spots in the area, like ye olde squire in the mall or Cheers.

Was originally going for the KFC next door, and frankly, I regret choosing Halibut House. Definitely my first and last visit at this location.

Lol, just a quick edit: If their response doesn't say anything about their level of customer service, then I don't know what will. Even if the batter was an upsell, it would be good sales practice to offer it. I would have paid. Anyways, the batter was seemingly removed from the halibut before being boxed. The halibut was also dry and overcooked lol. Such a horrible meal, not looking for a refund but it would be sweet if they actually cared about the community they operate in enough to hold a standard of quality.

Again folks, spend your hard earned money somewhere it is valued - the genius who opened this location clearly can't comprehend demographics and pricing. Best of luck staying...

Had my birthday lunch there and was given a 50% discount on my dessert. All was good especially the food. Even as a new restaurant, its popularity has picked up quite quickly. My only complaint then is that the parking lot is way too small and it would have been quite annoying to have to walk from across the street with a bum knee if I didn't find the last spot. It shouldn't have been built so close to KFC. The service was good and timely and the fish is really great: I have tried three types so far : salmon, cod, and haddock. I haven't tried the fries fresh yet, but they're not too great as takeout, they get a little bit too hard and grainy...it figures as buying the fish without the fries is pretty much the same price depending on the special of the day. The cheesecake dessert is quite good but again pricey and I noticed that there was a lower price on the table pamphlet that is crossed out for a higher price on the menu; it would be good at the...