We ordered a bucket and sides for the adults, and a popcorn poutine as a special treat for our 4 year old.
The bucket and sides arrived in a timely manner - if a little cold, but the popcorn poutine did not arrive at all. Our daughter had built up so much excitement around the poutine that she agreed to wait while we tried to sort it out. We called the store itself and it went to voice mail where we left a msg. We also replied to the confirmation email and left a msg. After 10min we had not heard back In either format, so we called the 1-866 number included in the confirmation, to try and have the head office help sort it out. The head office tried emailing and calling/transferring the call, and still it just went to voice mail.
We tried the whole cycle 4 separate times (as was suggested by the head office manager) waiting 15min in between, hoping the store would call back or contact us.
Eventually our 4 year old ended up having a complete melt down as she refused to eat anything else and became hangry. After 2 hours we still had heard nothing from the restaurant, although everyone staffing the head office 'help' line were very sympathetic by this point, given we had spoken to most of them by then and everyone had heard the story.
In addition, because it had been a 'partial' delivery rather than a 'missing' delivery, the head office couldn't even grant a refund for the missing item, as they can only grant a full refund for a completely missing delivery, and weren't willing to do so in this situation. So their only suggestion was just to keep calling back to try to speak with the location manager, who would hopefully eventually respond and rectify the situation.
If I had seen the previous reviews I definitely wouldn't have even tried to order from this location - it's ridiculous. read more