Smitty's Restaurant & Lounge - Winnipeg Kenaston — Restaurant in Winnipeg

Tonight during the Bomber game I witnessed the worst customer service I've ever seen in my life. My friend ordered nachos and there was hardly any cheese. I never order the nachos because they never have enough cheese but my friend's order arrived with about half as much cheese as normal. My friend sent them back and when they came back they hadn't added any cheese. They looked exactly the same. The manager came out and proceeded to argue with my friend rather than offer to make it right. We come here every game and my friend has never sent their food back. The manager refused to fix the problem so my friend refused the food. My friend then ordered a burger and it came out burnt. The sides were black and crispy - it wasn't just charred. My friend took one bite and spat it out. My friend sent the food back and the waitress asked if they wanted to speak to the manager. My friend said they didn't want to talk to him because he had just argued with them previously. A few minutes later the manager came back with the burger, demanded to know what was wrong with it, and then yelled at my friend, telling them that's how burgers are cooked while tearing the burger up in front of them. He was aggressive and loud. When my friend advised they would be talking to his supervisor about how he was speaking, he pointed to the security camera and told them he would also be taking the matter higher. It sounded threatening. Everyone at the table was shocked at the way he spoke to my friend and when we tried to confirm that the food was burnt he got angier and refused to listen. Even if my friend had been in the wrong (which they weren't) the way he spoke was not just rude, it was actually scary. A large group of us come to this location for every Bomber game and we very rarely have to send anything back. I have no interest in coming back to this location. The manager should be fired for the way he behaved.

On top of all that, our waitress didn't come back once after the first half of the game. She didn't clear anything off the table and didn't ask if we wanted anything else. I tried to get her attention but she didn't even look at us. I had wanted to order another drink but didn't get the opportunity. She came back to the table next to us (which was also part of our group) 3 times in the second half but didn't bother to check on us. I'd think it was retaliation but the same waitress ignored our table on a previous visit when no one complained. Our group probably drops between $500 to $1000 per visit and are frequently the only people in the resturant ... they don't seem to want our business.

UPDATE: You can see below they asked me to contact them to discuss the situation and work to do better. I emailed them more than 3 weeks ago and they haven't responded at all. Don't believe them when they say they care, it's just a show. We had our second event at a different location thos weekend and it was amazing. Boston Pizza on Taylor gave our group special deals and provided free food when they mixed up one member's order (they also offered to replace it with the correct order in addition to not charging him but he was just as happy with what he had so he kept it). It's good to know some people still know what customer service is. Needless to say Biston Pizza will have our future business and Smittys on Kensaston...

Sunday Morning of the long weekend, I took my almost 2 year old to have a Mommy-daughter breakfast outing before grocery shopping. It was not busy at all. I thought, great! As a guest with a toddler, you never know how much time you have with them before they’re tired of sitting at a booth so I was excited to get in and out. She was given a booster seat and a kids menu with crayons, myself a regular menu. The waitress came and took our order right away, I said I’d have the eggs Benedict and my daughter would have the egg option. They have 3 or 4 breakfast options they have on the kids menu. The egg option comes with some sides. It’s $7.99 for any of the meals and come with a drink. She asked which side we wanted The waitress asked how I wanted my eggs, soft medium or hard, I asked if the eggs are still a little runny with medium she said yes. She asked which drink for my daughter, I said milk. Her milk arrived with a childproof lid and straw. Our meals arrived and hers looked normal, the egg had its sides. My eggs were light yellow fully cooked on the inside. As one who’s never sent a plate Back in my life I considered eating it. As someone who doesn’t get to eat out often, I thought, no, I never get to do this and it’s an eggs Benedict so I’d like them runny. She agreed they were wrong and told me 3 minutes for new ones. Great. About 10 minutes later she brought me a new plate of south western benefit. I ordered a regular eggs Benedict. This one was tomato avocado and egg. I hate tomato, I’d never order it. She came back and I mentioned that it wasn’t what I ordered and that I was confused. Maybe they sent the wrong plate? She said she didn’t know why they’d make this for me if they were just redoing the eggs. She said it would be taken off my bill. The manager came by to investigate and ask if I ordered hard eggs. I did not. He said the meal would be comped as I didn’t take a single bite from either plate. At this point my daughter has eaten 1 piece of toast and just the bacon. So me being hungry, I finish her breakfast and ask for the bill. Wouldn’t you know it, the waitress put my 1 year old daughter’s meal in as a regular menu item at $11.99. And charged her $1.99 for the milk. EXCUSE ME??

I bring it up to her pointing at the kids menu that it’s $7.99 including the drink. She said no. You didn’t order that one. You ordered the one egg regular meal that comes with toast. NO I did not. I pointed at the egg brekkie option. She argued with me and said I ordered the one off the adult menu. Why on earth would I order a menu item off of a menu she didn’t even have. When she is 1 years old and has a kids menu? I don’t need my waitress to argue with me in front of other seated guests telling me I ordered an adults meal for my 1 year old when I pointed at the freaking kids menu. So unprofessional. Such a horrible experience. In the end I paid $14 plus tip and tax for a $7.99 kids menu item. I won’t be returning and I’ll tell anyone who will listen to go to a pancake house or Cora’s instead. Customer service is everything and I was nothing but polite and kind and understanding. Overcharging a 1 year old’s meal to compensate for a comped meal because of kitchen’s 2 errors is...

Where do I begin? A group of us met at this location as it seemed convenient, and you usually know what you can expect from a Smitty's. This location is simply not worth your time! Greeted by our server who stated she was ready to quit, we immediately thought this was probably going to be bad. However, we were there for a fantasy football draft and changing locations with such short notice was not optional. We started with water while we decided what we wanted, my son had a pop. After waiting a very long time to be seen we decided to ordered both drinks and food and my son requested a refill for his pop. The drinks came except the pop within an adequate amount of time, nothing that would bother you but not quick. Since both the restaurant and lounge were not very busy as it was a Monday night, we were having trouble understanding what the delay or issue seemed to be at this location. Noticeably the other tables surrounding ours were having a similar experience but no rush or staff shortage to indicate there should be any trouble. Maybe they had a cook quit? Not sure. After we finished our drinks we waited. And we waited. And after a while we legitimately thought our server had quit as she had not been around for over 30 minutes. One lady from another table got up and stormed to the kitchen and banged on the door before the server finally came out and gave their bill. We waited some more and some food came out, but it was for another table. We thought this could not be possible that the service is actually this slow and we had to believe our order never went to the kitchen... after another 20 minutes the food was finally on its way to our table. We were all so hungry at this point that we weren't going to send it back but it was clear it had been sitting in the kitchen under the heat lamps for a long time. One person who ordered wings felt like theirs seemed okay but two of us who ordered chicken burgers tossed in sauce and they were not saucy at all. The sauce was caked onto the dry piece of chicken from sitting for so long. Two of of us who had ordered mozzarella sticks and they had clearly been sitting. A food like that is too obvious if it isn't fresh. Super horrible experience that ensured we will never return to this location. It's obvious there are no managers that work there that care or this type of stuff would not fly. Unacceptable and very...