Christina H.
Yelp
I planned a brewery crawl for my husband's 30th and my friend's 29th birthdays. Canton Brew Works was our first stop. When we got there, it was pretty empty, which was good because we were going to have a larger group and wanted to get food. Four people showed up and put in food immediately through the app. We were quite confused about the $5 service charge, especially when their menu says it will only be $3.50... more of our friends joined and put in orders (12 total, so they already made $30 in just service charges.) While we waited, we grabbed some beers. My husband got a stout and I ordered the pineapple sour. I love sour beers. This was not a sour beer. I could not taste the sour or pineapple. It was overwhelmingly smokey. I couldn't even drink it, my husband ended up drinking it. I didn't order another beer. After about 40 minutes, we still hadn't recieved our food, so I went to the bar and asked the gentleman how long food typically takes because we ordered the hot chicken sandwich, onion rings, and a chicken bacon ranch sandwich. The gentleman said that orders take 20 minutes. I let him know that it had been 40 minutes and he said he would check on it and give him 10 minutes. He never left the bar or anything and continued to chat with customers. At the hour mark, we asked for a refund, because we would just order food at the next place. He argued that the system usually notifies them when food is ordered and it didn't. I'm not sure how they usually do things, but I would at least check in with larger groups and make sure they are doing well and see if they need anything. He continued to argue with us about the refund, when a nice lady pops up with the bags of food. He refused the refund and handed us the food. We took it and sat down. The other people in our group waited an additional forty minutes after us and were also refused refunds. We were quite disappointed because we were there to celebrate and it really dampened the night. We understand technical issues, but wished the gentleman had handled the situation differently. We still think he should've issued refunds when our wait time was three times longer than it should've been and the brewery was completely empty except for two or three people at the bar. This was the first time any of us had been here and will probably be the last.