September 12th, I took my wife and our friend to you London location on Wellington Rd. for dinner, as I have done in the past. We arrived at approximately 5:20pm and were seated immediately. We placed our drink orders as well as our meal order shortly there after to our server, Erika. Our salad came in a reasonable amount of time, and then we waited for our meals, and waited, and waited. Erika refilled our beverages and salads and assured us our supper would be right out, but it was not. Nearly an hour went by of her assuring us that it would be right out as well as ignoring any further requests for beverages or bread. Finally after over an hour, she came back and said that for some reason our slip with our meal choices on it got lost or ignored, so they are just starting the meals now. She did not apologize for our extremely long wait time. The restaurant was not busy. There were many empty tables and plenty of staff. We were lead to believe that our order was "the next one out" for over an hour as we saw other tables of people that came in after us order and receive their food. I understand that she was not the one in the kitchen, however, she did not apologize or offer to make up for this mistake in any way. When our meals finally came, delivered even by a manager, we still received no apology and the manager had to shout to the waitress to bring us more bread and more drink refills as she had neglected to do so. We were in the restaurant until well after 7pm. We did not enjoy our meals, as we were disappointed at the unnecessary long wait time.
Now, I understand that sometimes things can get busy, or mistakes can be made, however, it was NOT busy the entire time we were there and there was no apology or an offer for any type of discount or refund for the 3 soft drinks we ordered. I am extremely disheartened by this experience, and although I did enjoy the food and atmosphere of your restaurants in the past, I'm not sure that I, or any of my family and friends will be returning.
In talking with the Guest Services Representative at there office, still no apology and after being told that someone from the restaurant would follow up, Nothing.