Franco's — Restaurant in West Jasper Place

The food is a touch overpriced perhaps, but usually pretty good. I am a regular take-out customer and typically I have a pretty good interaction. Most times I am the only person at the counter when I arrive to pick up, and don’t often observe the restaurant being very busy, but I try make sure I give a little extra time to get everything ready before I arrive, as the food takes some time to prepare. Today I gave an extra 15 minutes and when I arrived the cashier was immediately visibly frustrated and complaining to the customers waiting that everyone was arriving early (there was only myself and one other patron at the counter, and she hadn’t even asked us which orders we were there for at that point), and advised that she had to go check if everything was ready. She then asked the First Lady in line to pay, and when she responded “oh you want me to pay?” (simply clarifying what she had said), the cashier very rudely snapped at her “yes people have to pay before I go get their pizza because that’s how pizzas go missing and I have to pay for them if that happens.” The lady paid and the worker went to the back to check on her order (only) and did not return for some time. Another worker then came to the register, by which time a number of people had begun to come in and assemble for pickup and to be seated. Several guests were seated, and then a small handful of the new arrivals at the counter were asked for their names (everyone but me, despite the fact that I was the second to arrive and had already been waiting for some time for the first worker to return) and the worker went to check on their food. Another worker then arrived at the cash, and asked who had been helped and who hadn’t. I raised my hand. When she checked for my order in the computer she told me quite bluntly “she should have quoted a longer time,” and I let her know that she had quoted me 25 minutes due to the kitchen being busy and I had given 40 minutes (I didn’t add that I had probably been waiting another 10-15 since entering the door) but that that was okay and I was willing to wait patiently. She then exclaimed to the entry full of waiting customers “Jesus Christ….all the orders are screwed up,” and then proceeded to complain to another worker about the same. I sat back down to wait. The debit machine wasn’t working properly and that created even more chaos for the workers who were visibly spiralling at this point. I can appreciate running behind, I can appreciate things going wrong, I can appreciate the frustration the workers were feeling, and ultimately, I waited patiently and contently as all of the other customers paid and got their orders and left, and when my order finally came out I was even offered an apology and free pop for the “chaos,” as I paid (apparently you don’t actually have to pay before someone will check on your order), however it remains mentionably deplorable to have had to watch the workers snap at customers so rudely (insinuating the sweet elderly lady who had been in front of me might steal the pizzas if she didn’t pay first), curse, and throw one another and the organization within the operation under the bus so publicly in front of waiting customers, and it was apparent to me that doing so only added franticness of the situation, which for me personally caused an immense amount of unnecessary anxiety as a customer. General organization, communication, and attention to customer experience, especially in high volume moments, could use some attention...

i just had a horrible experience at the Franco's Callingwood bar, me and my wife went to Franco's bar on September 28/18 at 5;30 pm, we sat by ourselves against the bar for about 1 hour, we each had 2 drinks and the waitress came and asked us to clear our tab because she was getting off shift, my wife offered to pay it while i stepped up to use the washroom. when i came back out i said i was going to stay a bit longer to watch a few people get up for Karoke. She left and i moved to the bar and sat by myself. i ordered a draft beer and when i was almost done my drink the same girl came up to me and asked to clear my tab off. ipo·lite·l politely asked her how come she needs to clear my tab off?? the other young girl who was pouring drinks ran up to me and said quote" if you don't like the way we f__king do things here get the f__k out" i nearly fell backwards i was so embarrassed. she yelled at the top of her lungs so all the patrons could hear me. then the other girl said" you know leaving a 2 dollar tip isn't worth her while serving us. I told her that i was not the one who paid her it was my wife. the young girl come off at me again and said"get the f__k out of hear and don't ever come back" at this point i was just barred out of this establishment and only consumed 3 beer, she then looked at my keys on the table and said she was going to call the police for drinking and driving. I tried to explain to them that we park the car and walk home because we live next door to the pub. She did not acknowledge me at all. I am a responsible person when it comes to drinking and driving because i am a helicopter pilot for a very reputable firm here in Edmonton. im 60 yrs of age and don't need the stress from people that don't care about there patrons. i hope they see why they are not left a tip. Me and my wife have called there 3 times today, they keep saying that they are getting hold of the owners Fred and alfia, no on seems to want to clear our reputation, I was centered out in front of everyone in the establishment and feel this should be rectified to both waitress's. I believe I deserve a apology and...

I have been coming to this place for years, and over the long run the food has been good, usually the service is good and the whole experience was pleasant. In particular I liked the lounge side, laid back, sports on the screens, good pub food and an environment that was very cozy. Until recently, one of the best things about coming to Franco’s was you knew the staff, very friendly good hearted people that took care of the Customers...a very comfprtable place to be. In the last 6 months I think we have changed servers at least 3 times, each time hearing a different story on why someone we had got to know was no longer around. With each change it became necessary to get to know another new person, and establish a rapport, only to come in and see them gone as well. This last week upon arrival, expecting to be greeted by a familiar face, we once again hear that someone we had spent the time to get to know, who spent the time to find out about us, was once again no longer around. Lots of rumours on why they are turning the staff so quickly, none I care to get into, but something the organization needs to know, is that for a regular customer, as myself, every Tuesday plate of wings and a drink, or the customer that pops in 5 days a week on their way home. It is those customers that provide the lifeline to your success, and when those customers spend half of their evenig talking to each other about why another server has left, they all say the same thing. We aren’t...