We got there around 5:15pm on SAturday, and they were fairly full so we sat on the patio. Our waitress came, she was really nice but you could tell she was new, just the way she was talking and stuff. They have a brand new menu, it was exciting, but since we were starving we just ordered the normal.
I always get a baked potato, with margarine, since I'm allergic to dairy and can't eat butter. Most places are nice about it, and if they don't have the little margarine pats, they bring me a cup of margarine from the kitchen. Except this girl.. I asked her with my order if I coudl have it with margarine, and she said "yes" and wrote it down on her paper with the order. She came back and said "I'm sorry, but I guess we don't carry margarine anymore, just butter". I of course, I never ever protest, but I did say "Are you sure? I've always been able to get it before, I'm allergic to dairy.. can you just check with the cooks please?" She came back (and I mean she was gone at least 10 mins each time.. so I know she went to the kitchen and back) and said "I guess it's a new policy. I'm sorry, do you want to change your order to fries instead?" Well I didn't really, since I try to eat healthy, and that's why I go there, so I just said "You know, it's okay, i'll just eat it dry".
When I got home, I was really ill since I decided to eat the butter anyway. I told my mom about it, since she has the same intolerance, and she said that I should probably send an email to Swiss Chalet about it. I mean, if it is a new policy, I certainly won't be able to eat there anymore.. butter makes me sick, and therefore their food would make me ill.
I wrote to them, and got an email back from their head manager in Toronto. She said she would pass it on.
I got a phone call a bit later from the manager of Swiss Chalet here. He said that they have a full stock of margarine, they've never had that policy and he's not sure why I was told that. I told him exactly what happened, and I made sure to mention that the waitress was excellent in everything but that, and that she seemed new.
He was super in that he said he would remind his employees of policy and such, and told me if I ever have a problem with it again to ask for a manager. (I likely won't, because I hate causing scenes, but still!)
This isn't necesarrily bad service, but I dont' understand why this girl told me twice that she didn't have margarine, when they really did.. The manager said she must have been looking in the wrong place, but please! If you are a waitress and you can't find any, ASK SOMEONE or else tell me that you can't find it. Don't lie to me and tell me it's a new policy, or I will get you in trouble, because it's pretty much against the law now to not serve margarine in a restaurant, especially with the health kicks going on.