I live and work in James Bay, so I go to the Heron Rock fairly frequently (at least twice a month), usually for breakfast or lunch. Over the years, very little has changed... the service has always been slow and a bit unfriendly, but the food quality and convenient location always kind of made up for it. However, after my most recent experience, I have given them my business for the last time.
On that day, we arrived about 11:30 for lunch, and were seated fairly promptly. The server took our beverage order and it was also delivered promptly, although she did forget about our milk-not-cream request. When that was rectified, she took our orders - we were each having sandwiches with salad, so these arrived in a reasonable timeframe - about 15 minutes. However, as I was eating my salad, I discovered a hair on my sandwich, so I stopped eating to wait for the server, who had disappeared. About five minutes later, I flagged her down when she came out of the kitchen and she inspected the sandwich carefully before taking it back and telling me they would make me a new one, which arrived about ten minutes after that. By this time, my companion had finished his lunch, but his empty plate was left to linger until well after I was finished. Twenty minutes later, we finally found her to ask for our bill, and lo and behold, the sandwich had been charged to me.
At this point, the manager happened to come over to ask how our meal was, and we told him about the hair. He did not apologize, but simply made a joke. When the server returned, we asked her if my meal would be comped and she informed us after another ten minute conference in the kitchen that they could do it this time, but they wouldn't normally do it because a new sandwich had been made for me. So... if I get another hairy sandwich at the Heron Rock, that will be the policy? Uh... I don't think it's good practice to tell me about "the next time" that this might happen... I'd prefer to think that it was a rare occurrence.... right?
We paid the remainder of our bill and left feeling ripped off. We did feel slightly vindicated to notice that while this was happening, three tables were seated and then left because their orders were not taken and they were tired of waiting.
Sorry Heron Rock... I'm going elsewhere next time.