Chuck and Blade Burgers — Restaurant in England

Held off writing a review for a while because wanted to go there a few times before forming an opinion but after yesterday it seems things haven't improved in Rochester.

Just to start: the food is always good. Can't fault the food and the prices haven't really jumped like other places which is great, and the two for one Tuesdays make it even less of a hit on the wallet for eating out. What really keeps letting the place down consistently is the service.

A few times now, yesterday included, we had to wait a good 25 minutes for our drinks after ordering. A while a go on another occasion we got our food before our drinks. I had to get up and and get drinks from the counter as they were made by someone and left there ignored. Yesterday I had to ask for our drinks 25 minutes after giving our order. Our order was taken almost as soon as we sat down which was good, but after that we saw two separate groups be seated and then no one came to take their order. After 20 minutes of waiting both tables left! One table had two small children and we're really not happy, but no one seemed to notice. The servers were quick to remove their menus from the table shortly after they left though which was odd, and they didn't seem phased that they left. Almost as if it was a normal occurrence, which is worrying.

Another group that arrived either straight after us (or even before us as they were there for as long as us) we're only having their drinks taken to their table as we were leaving! So I'd estimate they were sat for about 30/40 minutes before getting drinks..

Shortly after our drinks arrived so did our food, which we inhaled due to being starving. My son was getting frustrated and I think if our drinks didn't arrive when they did we would have also left. Again, the burgers are great. Can't fault them, they are consistently good. If you get a take out then you'll enjoy the food I guarantee. There was a steady stream of people coming to pick up food/deliveries and sometimes it felt that these orders were taking precedent to the people actually sat in the restaurant. Our server was very polite and very nice, but seriously over worked! This really isn't a criticism of the servers, they seem to be doing all they could but seemed to be working back of house as well as front. All signs pointed towards them being stretched way too thin and really needed some help.

There only ever seems to be 2 servers working there regardless of whether it's dead or busy. My son and I love the food (he especially loves the milkshakes, they are great, I would urge everyone to try each one they have to offer) but if you're looking to sit down and get your food and drink in any kind of acceptable time scale then think twice about going there. Or at least go there when it's dead. If you look inside and see that it's busy (you'll notice 90% of people with no food or drinks in front of them) then just try somewhere else, or get a take out. That might be quicker.

So again, great food. Service really needs to be improved in Rochester and I hope it does because it's the only thing letting...

It was our first time visiting Chuck and Blade, after hearing good things about the food, and we certainly weren't disappointed.However, the real stars of the show were the staff - Rachel, Emma and Tia.

We order our meal and found everything to be really tasty and then Rachel and Emma truly excelled themselves by dealing with an issue in an extremely professional and courteous manner, that clearly shows how much they care about customer satisfaction.There happened to be a problem with the floor, as it had seemingly been repainted in the early hours of the day, and although the staff had clearly done their best to accommodate customers they soon realised that it hadn't been given adequate time to dry and it was therefore starting to peel, as customers moved around on their chairs.Emma explained the situation to us, and the challenges they had faced, and whilst doing so she noticed one of our party had a layer of the painted flooring attached to the sole of their shoe. Emma offered to remove it but unfortunately it was stuck fast. Rachel then asked to take our contact details so she could follow up the following day, once she had been able to consult with her management. So clearly an embarrassing situation for the staff to deal with but seeing how challenging it was and having already had great service and enjoyed our meal we didn't want to cause too much of a fuss, feeling they had dealt with it as best as they could and we would hear from them the following day.It was at this point that Emma returned to our table and explained that we would not be charged for the meal. This was certainly not what we expected from the situation but offering compensation without so much as the slightest request from the customer displays how much the staff care.They were presented with an extremely awkward situation that was completely beyond their control and not at all related to anything they were responsible for, in terms of food or service, but they were smart and caring enough to immediately remedy it without being asked.Once again they showed how professional they were by dealing with it with zero fuss. Rachel also offered her apologies and introduced us to Conor, the assistant general manager, who showed equal care and understanding of the situation.Experiencing serving staff of this calibre is rare these days and we really feel they should be celebrated because of that. Despite how good the food was we could have left feeling let down if the staff had not been so caring and attentive, ensuring that we left satisfied in every way.I hope Chuck and Blade appreciate they have something special, not just in the food they produce, but more importantly the staff...

The worst and most expensive burger experience you could imagine, we ate here last year and it was amazing and we all agreed to meet up again, I can't say how disappointing the food was, we ordered the big dippers we received 2 double cheese burgers instead, the waitress had to bring out separately the beef, I am still not sure why I paid so much for these burgers, a double cheese burger and a seperate portion of meat was cheaper. Last year my sister ordered the poutine and we ordered fries which all cwere served in normal size bowls, this time the pouuune and the fries came out in the same size bowl as the cheese dipping sauce. The poutine was a main meal for one of our party at £9.50 a meal served in a sauce dish was an absolute rip off and disappointing with no cheese,, we ordered candied bacon as we did last year as previously it was so nice crisp and delicious, this year we got a slices of congealed fat no crisp and nothing resembling what it was like last year, not sure what I was expecting with the candied jalapeños as I hadn't ordered them before but I paid 3 pounds for 10 slices of jalapeños which seemed to have come straight out of an el paso jar. Coming on to the service and atmosphere, the music was so loud the waitress couldn't take our order and had to get someone to turn the music down when I requested it as we couldn't even talk to each other as it was so loud. Before choosing our food the waitresses kept coming and asking of they could borrow our menus so they could give to others, there were only 2 others table with people, and as a party of 7, 5 adults and 2 kids, we ended up having to share 2 menus. There was an automatic 10% added to our bill. For what, I am not too sure, we had to wait ages for our drinks and got the wrong food and a waitress, who was pushing for us to complete our order as her machine was about to run out of batteries. Over all we paid £160 for 5 burgers, 6 fries, a poutine, a couple of dipsor small sides and 2 milkshakes. Safe to say we will never ever return. And by the looks of things I don't think others will be coming back as last year when we were here it was packed this year we booked a table in anticipation of this ... there was no need it was practically empty. Over all I think it was either the chefs day off or he was sick or the restaurant is being run in to the ground under new ownership, not sure which, i will go to Macdonalds next time or...