My complaint:
I am a long-standing Swiss Chalet Customer. After my week of teaching, I placed and pre-paid for a takeout order for me and my family (7:00 pm, Friday, December 10th). When I arrived at the Harmony and Taunton Road location, there was a customer at the cash register and another customer waiting under the Pick Up sign. The customer who was at the cash register was having payment problems so I politely said to the Swiss Chalet cashier that I was here to pick simply pick up my order. The cashier informed me she would assist after the transaction was completed (My bag was less than a metre away from the cashier). After a few minutes, the payment problem was resolved. Next, a waitress came to the cashier with an older customer (no mobility issues, in 60’s or 70’s) and said she wanted assistance with gift cards. The cashier tried to help load the gift cards with money, but was unable. The cashier then turned to the male customer, also waiting, and asked if he wanted to be served or should she help the woman with the gift cards (4 cards to be loaded with money). The male customer told the cashier to assist the woman first. Once that transaction was completed, which required assistance from a manager (took some time to complete), the cashier said she was ready to serve the male customer. The older female wished me a Merry Christmas as she passed me (sarcasm); I politely responded, Merry Christmas to you, too. Again, I had to wait. The male customer had not yet paid for his takeout order. Once his payment was completed and he had received his meal, he mumbled some rude comments to me as he exited, humiliating.
I was thoroughly embarrassed and upset. I asked to speak to the manager. I briefly told her about my experience, explaining I simply wanted the cashier to pass me my pre-paid order, reminding the manager the purpose for pre-paying is to ‘skip the line’, as advertised on my phone app, which I have always done. The manager, with the cashier standing beside her, told me the cashier didn’t know better and she would now, moving forward. The manager’s closing remarks to me were not apologetic at all. Her closing remarks to me were, It has been a learning experience for the cashier and next time, her cashier would know better.
I could hear the ridicule as I was exiting. I looked over my shoulder to see the manager smirking and shaking her head discussing me with the cashier. I waited 15 minutes for my meal. I came home upset after my Swiss Chalet customer shaming session, with less than hot food.
Suggested solution:
Please follow up with the Swiss Chalet staff at the above mentioned location. Managers need to be trained to be respectful to customers. Had the manager apologized for the mix-up, I wouldn't be filing my complaint.
Cashiers at takeout should be trained to pass pre-paid orders to customers as they arrive.
