Cyan K.
Google
I’m writing this to share my very DISAPPOINTING experience at the Waterloo location. My friend and I came here to celebrate her birthday and unfortunately the service completely ruined the night.
From the beginning, our server (Lia) barely checked on us and we were left waiting for long periods of time. When we asked for additional side dishes, the manager told us we had to completely finish what we had before receiving more — even though there was only a small amount left and the side dishes are advertised as unlimited. We were also cut off after only two additional rounds, which made no sense.
We usually substitute egg for extra corn, but this time we were told we could only receive one corn and no substitutions were allowed. On top of that, one of the servers seemed to be in a very bad mood and treated us with little to no respect.
The worst part of the experience was finding a piece of hair in one of the side dishes while eating. When I informed the staff, it took about 10–15 minutes for someone to return to us. We could see staff discussing the issue among themselves, but no one properly addressed us. We were not given a sincere apology, nor was the situation handled professionally.
Instead, we were told that the head chef is BALD and that the hair must have come from a server — which felt like deflecting responsibility rather than taking ownership. Finding hair in food is extremely unsanitary and completely ruined my appetite. When I asked about proper compensation, all we were given were three cans of pop, which felt dismissive given the situation.
After that, it felt like we were being avoided. No one came to properly check on us, and we were left sitting there waiting just to pay the bill. We left unsatisfied, uncomfortable, and still hungry.
Overall, this was a very upsetting experience, especially for a birthday celebration. I do not recommend this location, and management seriously needs to address both their attitude and how they handle customer concerns.