Harveys Canada

Dear Harveys Customer Service Team,

I am writing to file a complaint regarding repeated issues with late orders placed through your mobile app. The purpose of ordering online is to have food ready for pickup on time, but my orders have consistently been delayed.

On September 5, 2025, I visited the Harveys location at 1641 Queen St E, Toronto, ON M4L 1G4, and once again my order was not prepared on time.

I respectfully spoke to the manager about ensuring future orders are ready as scheduled. Instead of addressing my concern properly, the manager gave me a dismissive excuse and then went to the back, where I witnessed her laughing about the situation with another staff member. This behavior felt extremely rude and unprofessional.

I believe customers deserve timely service and respectful treatment.

The repeated delays, along with the inappropriate conduct from management staff, have made this experience unacceptable. I am requesting that this matter be reviewed and addressed so future customers do not face the same issue.

Thank you for your attention to this matter.

Let me start by saying that the Big Harv is the only additional burger from all fast food franchises that is a good addition to the menu. However, you need to stop playing that game of not including cheese in all your promotions intentionally. It was nice to see the twin junior cheeseburgers available. If you place the Big Harv image on a coupon flyer, include a discount for it. Stop making half-hearted promotions.

You need to assume that your clients are mostly discontent with your restaurants since Cara took over (now called Recipe, very limited). All Montreal-created businesses or Montreal creators that sold these businesses would roll over with the decreased food quality.

It's nice to have doors to collect royalties from, but they think about the franchise owners, their profit margins, and the business running at a loss due to Americanized food quality coming out of Ontario-run corporate royalty collectors.

Start thinking about quality over royalties and you will see more royalties. You only see a decrease in revenue once they close their doors. But they lived a much longer no-profit business life before you even realized they were all suffering.

Today at 12 pm, we visited Harvey's a place we have frequented for the past 12 years since moving to Chestermere. We always enjoy our favorite veggie burger and specifically request that it be cooked on a grill surface free from cross-contamination.

However, today the cashier refused our request, stating that they couldn't accommodate it due to faith-based reasons.

When I mentioned that our request had always been honored in the past, she insisted that we had been laying to you and that it was not their policy. I asked to speak with the manager, and she identified herself as the owner. I was shocked and disappointed by her rude and disrespectful behavior, so we decided to leave the establishment.

I strongly urge the Chestermere community to reconsider giving their business to this location.

Following this, we went to the Marlborough location where we received excellent service.

They assured us that they always cook veggie burgers on a separate side of the grill. We were very pleased with the friendly and accommodating service and will be driving a little farther for our meals from now on.

I went to Harvey's West end Edmonton recently as I received a gift card. I had gone there years ago and then, it seemed okay, if not a lot better than now.

To make a long story short, the hot dog I ordered had one strip of bacon, a slice of folded processed cheese in it, unmelted, with a hot dog burnt on the outside and not well cooked on the inside. The bun was hard and burnt the outside. The onion rings were one third burnt and the others hard and greasy. I had ordered a coffee but noticed the coffee pot was empty.

They simply put grounds in a cup of hot water, stirred it around and filtered it and added some cream. It was way too thick. I couldn't finish the meal and will never go there again. I should have returned the disgusting thing but I guess I am too polite.

For comparison, the hot dog I ordered years ago, different ownership, had a soft bun, well cooked hot dog, lot's of well cooked bacon and melted cheese on top.

Not sure what they are thinking. I guess they wish to kill their own business.