| rev:text
| - It started with the Swiss Chalet ordering campaign, advocating the consumer to try something different that pizza.
So I did, and the first order went okay (Sept 17th). The food arrived semi-warm, and without utensils. It wasn't a complicated order, a veggie burger, salad, some fries and sauce.
The following week I was stuck at work last nights and didn't have time to cook. (Sept 24th) So I ordered again. Same thing, not a complicated order. Again, the food was not warm when it arrived. It took over 40 minutes to get here, and my fries were missing. Being a mild-mannered consumer I took it with stride, called the Swiss Chalet customer support hotline and advised them of my missing fries. I didn't mention anything about the cold food, didn't want to cause a commotion. I also didn't want to inconvenience the story by having them drive back out again for an order of fries. So they added a credit to my order.
The following night (Sept 25th), again, late night working, I knew I had the credit so I decided to order online. Same non complicated order. I realized afterward I couldn't use my credit online, so I forgot about it. It arrived, after 40 minutes, and again, undesirably cold. I put it in the microwave to heat it up.
The next day, against my better judgment, I was set and determined to use my credit. Ordered again. This time not only were my fries missing, my food cold, but the order was missing salad dressing. My mild-mannered Canadian attitude was gone. I called, told my story, and 30 minutes my fries arrived. Not surprisingly, cold.
(October 15) was the last night. Food was cold. Burger was burnt. Toppings looked like they were thrown on by an elephant. Salad dressing and condiments missing. I called the Swiss Chalet customer support line and the woman answering the phone began to raise her voice and give me attitude. She offered to connect me with the store manager. I asked, why do I need to speak to the store manager that is why I called you.
That was her only resolution, for me to speak with the store manager at 9:00 on a Saturday night. I am sure the manager has nothing better to do at that time, and would be more than accommodating about the situation. I know it sounds petty, but after all I've dealt with, I'm done. Over $130.00 spent on orders. I tried to be an accommodating customer, but I'm done.
Over 50% of the orders were missing items, 100% of the orders we cold, and not once did I get a genuine apology or remedy offer for their mistakes.
Then received a message back from Swiss Chalet, telling me I was contacting the wrong department for complaints. Yeah, I don't think so. If you can't manage your internal customer relations, that is your own problem.
"Thank you for contacting us regarding your order.
Because you indicated in your comments that this was an online/phone
take-out or delivery order, you will need to contact our Delivery
management team at 1-866-439-0439 (Toronto 416-439-0439) to have this
matter properly investigated and resolved.
Their hours of operation are:
10am to 10pm EST (Monday thru Saturday)
9:30am to 9:30pm EST (Sunday)
Thank you again for sharing your feedback with us.
Sincerely,
Swiss Chalet Guest Services
Mohamed N.
Please do NOT reply to this email."
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