Swiss Chalet — Restaurant in Welland

Where to start. I've had an on and off relationship with this location for some time now. Unfortunately, my daughter loves Swiss Chalet otherwise I would have written it off many years ago.

Instead of giving you a long back log of issues, I'll jump straight to my latest experience.

I ordered food for my children and I, 1 Quarter Chicken Dinner, 1 Chicken Finger Dinner, and 1 Hot Rotisserie Chicken Sandwich.

The food took quite a while to arrive, which I'm understanding of with delivery and current times. When it arrived it was abysmal. I had paid for additional sides with my meal, not only were the additional sides not there, the regular sides were not either, including the gravy. I paid $16 for some dry chicken on white bread.

The chicken fingers were shriveled up little overcooked fingers, with literally about 15-20 French Fries.

The only meal that actually showed up correctly was the Quarter Chicken Dinner. I paid over $50 for 2 pieces of bread, a bit of chicken, 15 french fries, inedible chicken fingers, and a quarter chicken dinner.

In addition, my wife decided to order that same night at work. They ordered 6 meals, and received 2. It took them about 2 hours to get the order correct.

Now you are asking, why post it on here, deal with the restaurant?

I did, I reached out to Swiss Chalet and on February 7th when it occurred and on February 8th at 9AM, I received a response saying it would be passed on to the correct person to deal with. It's now February 24th.

With so many restaurants going out of business and so much difficulty due to the current climate, you would think they would at least respond or attempt to do better.

I for one am done with this company.

Update 3/11/21: Still haven't heard anything from this restaurant. Complete radio silence, the only response I got was the reply to this review, to save face. But when it came to actually making the issue right, no response at all.

Update 6/2/21: Still haven't heard a peep from this restaurant. Their head office sent me an e-mail a long time ago to double check it was resolved, I told them it wasn't. They said they would deal with it. Wasn't dealt with.

Update 7/5/22: Still never heard anything regarding these problems. Apart from the reply to this review. They never followed through on a single thing, never reached out, never did anything. So I've boycotted this location, as have friends and family. I still recommend keeping far far away from them, and finding somewhere...

Very disappointed with this restaurant. I usually give people lot of chances before getting upset but I have given up hopes on this restaurant and wanted to make everyone aware. They have messed up my on line order several times and delays are usually long. Today I placed an order on line at 7:10 pm. I got a confirmation email that my order is ready for pick up at 7:35 pm. I called the restaurant at 7:30 pm to confirm if my order was ready for pick-up. The server (Charlie) answered the phone and stated that they are not receiving online orders and I was the third person screaming at him for something that was not his fault. I decided to send my son to place the order in person as we live at a walking distance from the restaurant. The girl behind the counter told my son that he has to order on line to get the deal. My son advised them what Charlie had told me earlier and she just said I am sorry you will have to call in your order. It is now 8:00 pm and still we are not able to place an order. I called the phone ordering line and after hanging up twice on me I got hold of an agent by the name of Diego. He told me that my order was sent to the restaurant and that I should call them directly. I explained him by situation and he said sorry I cannot do anything else for you as nobody is answering the phones at that restaurant. By now I was really frustrated. I had a starving family and I was losing patience with them. I decided to call the restaurant and speak to the manager. After hanging up 6 times a girl by the name of Chelsea answered the phone. She said the managers leave at 8:00 pm and there is nobody to take the complaint. They still did not have my order at this point. By 8:30 PM I was still not able to place an order. Instead of taking my order or apologizing, Chelsea was still busy arguing with me. I told her that I will blog my experience and she said go ahead and do what you want to. I gave up completely on getting any food from them tonight. I finally took my family to A & W restaurant next door. Bottom line is that the restaurant is completely mismanaged. Nobody takes ownership of the issue forget about solving the problem. Extremely poor customer service and no follow up from the management. This is my last chance with this restaurant and you are taking your chances by going...

Decided to take my kids out for a later dinner, was NOT IMPRESSED with the looks of the chicken served to my 3 year old daughter. When it was brought to the servers attention she let me know that it is fully cooked and that they “temp” the chicken. She let me know that “all the chicken looks like this” and offered to bring me another one.

This is when I declined and got a little rude because why would I want another chicken if “they all look like this”

I almost forgot to begin I ordered a soup because I was quiet chilly as the weather is changing, the soup came out LUKEWARM where my 3 year old could eat it instantly with no issues.

I asked for them to warm it up and she brought me back a new WELL HEATED soup that warmed me right up as intended 🥰

Back to this chicken tho…… I had to ask my group chat if the chicken looked normal and they told me to NOT let her eat it

Moral of the story what has happened with the food industry, things just ARE NOT the same. Back in the day Swiss chalet chicken had a nice charr and was literally cooked to perfection.

Very disappointed and unfortunately this has turned me off from Swiss chalet in general.

When I asked to speak with the chef I was told “he cannot leave the kitchen”

After all this I still tipped 15% She did take the meal off my bill as well.

Overall disappointment. Ribs aren’t like they used to be either.

ALSOOOOOOO , ordered 3 Shirley temples and we got black cardboard straws (I know this is the new thing) only problem is the straws gave the drinks a NASTY flavour !! Even my 11 year old son asked “why do they taste like this” when u sip it without the straw it’s fine but using the straw it tasted like chemicals. I was also told “this is the new thing” LOL 😂

I don’t usually come on here and do this but this HAS to be spoken about. I just cannot fathom being told things are normal when your literally trying to tell them it’s not.

PS. MY SON SAID HE SEEN A COCKROACH ON THE LEDGE BESIDE US BUT IT WAS TOO...