| rev:text
| - Never will I ever - eat Swiss Chalet again.
We placed our order at approximately 6:30pm over the phone and were advised it would be ready within 20 minutes. When we arrived at 7pm, we were alarmed to find a woman yelling at the manager for placing her order an hour earlier -- and still not being ready. This should have been our warning. The take out section of the restaurant was packed; naively enough, we stood in line anyway to pay for our order -- $70 worth of Swiss Chalet. The cashier advised it would be a 5 - 10 minute wait...
And so, the waiting commenced. After 25 minutes, the woman who had been previously yelling at the manager, left equipped with her order.
40 minutes go by...we still haven't received our order. I wait in line again to inquire about the status of our order; the cashier states she'll go check...when she returns, she's accompanied by the Harvey's manager. (As this location is shared between the two.) She advises that there's FORTY ORDERS ahead of ours...what? We'd been there already 40 minutes, had put in our order well over an hour ago...and there was HOW MANY ORDERS BEFORE OURS? For a take out restaurant? A fast food option? She then further adds insult to injury by saying: 'there's nothing I can do.' Annoyed, I walked away to reconvene with my boyfriend who had made idle small chat with some other people near by: some had already been waiting 20 minutes themselves and were mortified that we'd been there for almost an hour. We wait an additional 20 minutes before my boyfriend decides enough is enough, he wants a refund.
My boyfriend has the patience of a saint, and knows yelling solves nothing. He casually empathizes with the cashier about how hectic the store is at the moment and that it must be another one of those long nights. He understands stores can get busy. He tell's the cashier it's getting late and he's growing more and more hungry so the fact that there is still 40 orders ahead of his just simply isn't going to be the solution for the family this evening. The cashier calls over the Harvey's manager again so she can authorize the refund. My boyfriend welcomes the manager, introduces himself and kindly repeats his empathy for the stores traffic. The manager is now much calmer since my boyfriend isn't tearing her a new one, but he is asking why Swiss Chalet has set such terrible customer expectations... "the phone rep told us it was going to be ready for 6:50pm, we're here at 7, we're told it'll take another in 5 - 10 minutes, now over an hour after it was supposed to be ready you're telling me there's 40 orders AHEAD of us?! This how now turned into a terrible experience for both me and you".
The managers seemed taken abackk, and so were the surrounding customers... He had a bit of an audience going at this point courtesy of his diplomacy. The manager nods and says "yes, sir, I understand customer service and what setting customer expectations is all about, this is fast food, people shouldn't be waiting more than 20 minutes". My boyfriend replies, "I'm not sure you do understand, because if Swiss Chalet would have told me it was going to take an hour in the first place maybe I would have shown up at the right time and I wouldn't be here asking for a refund now. The least you could have done was be transparent with me when I came into the store with the situation and offered me an alternative solution, if possible." The manager is now trying to defer the attention by stating that she's specifically the Harvey's manager and that the Swiss Chalet representative works exclusively on the dining room side of the business. WTF?
So the conversation has now seemed to have hit a dead end and it's time to issue the refund. The manager hands my boyfriend cash, and he breaks into a fit of laughter (combination of tired, hunger, and this place is a joke). "but ma'am, I paid with my Credit Card, and that's about $30 short!" The manager now decides to explain that this is the only way she can issue the refund. My boyfriend is still laughing "did we not just connect over setting customer expectations?! When were you going to tell me that you couldn't refund me with the method that I paid." The other customers who were waiting with us are now are all in line waiting for their refund. The manager apologizes, gives him the full amount in cash and inquires "is there anything I can do to make this experience better so that you may return in the future". My boyfriend "do you have any food?". She doesn't even bother responding at that point, reaches for a business card writes her name on it and proceeds "I'm a little busy right now, but if you call me tomorrow I can issue you a credit for your next visit, just please don't call head office".
At that point, we folded up the receipt (which she wasn't going to give to us) even after we stated: "but you processed my credit card!" and made our way for the exit - leaving behind six other furious people looking for refunds, too.
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