Swiss Chalet Canada

We were very disappointed (and somewhat amused) with the service we received today from the customer service switch board, as well as the quality of the food from the Cobourg location.



We received a couple of 1/4 chicken white meat meals which were so very dry that the chicken was inedible and the fries soggy. Actually, the dog ended up eating the chicken so it apparently was edible. This being said, we didn’t actually order two 1/4 chicken white white meals at all — one was supposed to be dark meat.



When we called customer service to let them know they got the meal incorrect, the service rep states they couldn’t replace the meal because the store was closed — who’s to say if this was true as 1) google lists the restaurant as completely closed on Thursday’s 2) the Swiss Chalet website lists the store as opened until ten p.m. 3) customer service says it closed at nine p.m. Regardless, customer service says they are only allowed to issue a partial credit and not for the entire meal.



After a bit of a conversation and listening to the absurdity of it all, we decided it best for Swiss Chalet to keep their credit (possibly regift it to the needy) and we would take our business elsewhere in future.



— Best Regards.

Swiss chalet is a unique work experience. From my biased opinion, it was by far the best place to work for. But each kitchen you work at you can love the people, and hate them when the dinner rushes come in. When I worked there, it took a bit to allow my personality to fit in with the pre-existing members of the back of house.

They always warn a new employee that "if you're not crazy, you won't last" and on the most part, it's true. There's 3 sections of the place. Back of house, front of house and Harvey's. I wanted to give my experience from each one.

First is Harvey's. This section is where the slow people work. It was supervised by someone named Bobby. She's a nightmare to deal with and if she doesn't like you, she will exploit your position to push your buttons, at the loss of food that she claims "isn't warm" any longer, however on numerous occasions she threw out fries that had just been pulled from the fryer. She is the main issue, however customers will always find the drive-thru is slow. You're looking at a good long wait if you ordered anything fried. Chicken and fried pickles stuff like that is a 7 min drop and their training is "when it floats its done" which couldn't be more wrong. It must work for them though because I don't know anyone whose gotten sick from it (or maybe they hide it)

The next is front of house. FOH is compiled of 99% women. The criteria is that you have young, good looking girls working so they can collect good tips and draw in repeat customers. A very one sided Outlook, but hey, it works I guess. The FOH is a big cat fight typically when it's busy of everyone trying to cause drama of some sort. I disagree with the FOH thinking it's alright to "steal" a fry off a customers plate when they don't wash their hands often, unless they're coming back from a nice old cigarette. Management and the owner have done this on the odd occasion as well. They clash with back of house often and it's not uncommon to hear an argument between the two. Also not uncommon for servers to call in hungover or come in drunk/hungover.

Back of house is a little different. Most of these people are idiots, but able to know their way around cooking. That being said, they cannot handle dinner rushes for the life of themselves. They get angry, start throwing things around and often complain about having to work and would rather everyone eating just left. I was no exception, but what do you expect from people who are over worked, and under appreciated?

Back of house is the main engine driving the show but have 0 creativity or passion or even control over anything. The main issue is management doing chicken counts. You hire people to learn the store but can't let them be independent and why? Cause the money is tighter than half the waitresses pants.

Lastly it wouldn't be a review if I didn't talk about management. Management makes 100% of decisions. If you think you're going to, you're on a different level of delusional. The owner typically is in all day, but is 99% hands off. He is out spoken and talks down to staff consistently. He also has a clique because what's a workplace without favoritism? Every lunch period on the slow points, you can see him amd his clique eating in the back of the dining room. The owner isn't above humiliating you, and on some occasions he may throw something at you (thinking of one specific instance) or if you're a less liked server, you'll become his personal slave to fetch coffee and such.

The management has obviously changed since my time, however when I worked there, there was a young girl as part time. She was rude and on a power trip. She was an alcoholic (which a good chunk working there are) and she seems nice, but when she's out of view of the dining room, she was quick to bear her teeth and show her claws. She was a favorite before her promotion and got the promotion because of her status.

Then there was the manager of the servers. She was competent and knew how to run the show, but like every manager if the BOH was swamped and falling behind she didn't help. If any manager helped though she'd be most likely to do so. She also had a terrible temper so you had to steer clear. The BOH manager was a massive baby. Hated rolling up his sleeves, but quick to announce he's head chef. This statement always made me laugh inside. He'd throw fits and although he was the owners right hand man, he'd complain about the owner and the incompetence of the owner every morning. To be fair the owner would cancel stuff in an attempt to save money, making the restaurant out of a lot of stuff, but how else can he afford brand new vehicles for his wife and himself? A BMW isn't cheap.

Lastly is the Harvey's manager. Oh boy. If he was closing he'd make decisions for the chicken count. Not a good choice. When it got busy he'd become stressed and instantly panic. This man wouldn't think twice about pulling chicken early to push orders out. If your chicken is a little pink, that's typical why. They'd just throw it on the grill to make sure it didn't bleed on your plate. He is the most clueless out of the bunch and well, that's why he runs Harvey's.

The place is dysfunctional, and doesn't uphold their standards 100%.

The place is chaotic, but from my experience any resturant will have it's slew of issues. Personally I started looking to work a new job when I began going home angry. When I would get belittled daily, or freaked out on when I'm pushing my butt to get past attitudes and stupidity without any way of making decisions that could benefit the place, it was time to move onwards and upwards. If you're a kid, the place will open your eyes quick. If you're an adult, don't work fast food. But if you have to, brace yourself and know what to expect.

I haven't ate here in years, however if you push past all the stupidity that each day holds the place can become your 2nd family.

My biased opinion overlooks these issues, but I also hold those issues in my mind, and will continue to do so.

My sons chicken in a part of it was raw he showed the waitress who then apologized for it she took it to the cook who denied it being raw, the waitress brought.it back to him with another apology. She then Said she would try again. Then the owner came out and argued no way it could be raw because it is cooked for 1.5 hours at 190° she then proceeded to rippe his chicken apart on his plate with her bare finger's. We were all completely disgusted and could not believe our eyes. Especially in this time of a pandemic going on or ever that someone would even think to do this. No apologies or reimbursement was offered. We will never eat their again it does not even deserve a one for rating

I ordered a meal with friends, an hour later it came. My side was wrong so I called back and they said they’d send it over. An hour later it wasn’t here. That’s fine, it happens. But I called and said I had waited two hours for food, my chickens been sitting in the counter for an hour. Forget about the mash. I don’t want it. I wasn’t going to eat at this point it was to late.

But, since the mash had apparently been sent out, all she couldn’t comp me the three dollars for the mash. She suggested I wait for it. I said I had waited enough and that $3 compensation for a two hour wait for a meal that’s been paid for is laughable. The customer service agent kept her calm while I tried to keep mine. She was good. But Swiss Chalet should be ashamed, I’d be embarrassed at these policies. And having your front line employees helpless to do something reasonable like offer a $15 credit on the account is just cruel. They have to handle the backlash. There are great leadership programs out there. Your top line staff should get the training.

No word of a lie the mash showed up at my door just now a mere 2 hours and 18 minutes late.

Shame.

I go Swiss Chalet on Queen St. E. to order dinner on a Sunday and while I'm waiting for my order there is a delivery guy also waiting for I'm assuming an order.



The delivery guy whose mask is under his chin, speaks (a foreign language) to a guy behind the counter who is ladling something into a take out bowl. My interpretation of the situation is that the delivery guy is telling the other guy either he is doing something wrong or is too slow AND this has happened before because the employee just moved over so the delivery guy could take over, no words, no "I can do this", no nothing. The delivery guy goes behind the counter, takes the ladle out of the guy's hand, the guy moves and the delivery guy fills the bowl. I say loudly what is going on here? The guy doesn't even have a mask on. The delivery guy raises his mask over his mouth but continues on, no washing of the hands, no gloves.



I ask for the manager, the employee looks towards the dining room and says the manager is not there. I ask for the manager on duty, he says its him. I'm shocked! He is the manager and is allowing this to go on!



He apologized for my inconvenience but I replied that he didn't apologize for me he apologized for what was to come.



I will be reporting this to head office as I'm sure they would want to know and can have the restaurant relearn and implement Covid procedures and protocols.