Big Way Hot Pot (Ackroyd)

Super unprofessional staff. I made a phone call to file a complaint and the guy that answered HUNG UP on me. He kept stuttering and then hung up on me because he did not know how to resolve the situation. If you can’t solve the issue, hand the phone to someone else to resolve it but no, he just hangs up on me. I called 2 more times and there was no answer after that. He probably hid the phone somewhere because he didnt want to get in trouble. Very unprofessional, please train ur employees to not hang up the phone when someone is complaining about hair in their food. Never coming back here. Don’t believe them when they say they’re going to talk to staff about this because it’s all lies and they only say these things to stop you from complaining.

for a first timer it was a good experience, i came back for more

Atmosphere: 4

Food: 4

Service: 5

its so amazing to be here

Atmosphere: 5

Food: 5

Service: 5

Went here with my wife last night and my experience was horrible. I first arrived around 6pm and there was no line. There was, however, a wait list with 10 groups on it though. I entered my name and waited for a text message. 20 mins later I get a text and returned back to the restaurant. Suddenly, there was 20+ people in line and another 7 standing around waiting to be seated. This location has a severe problem accepting and notifying guests on waitlist that it’s their turn when you still have to wait a while.

Nonetheless, I hopped in line and picked my items. After paying we stood on the side for over 20 minutes. No tables were available and people continuously flooded in through the doors. The place is well beyond its limit. We waited so long that my food had finished being cooked and a waiter came out with it even though I was still in line with no table! The waiter said “OH” and returned to the back with my food.

5 mins later we finally got a table. The waiter cleaned the table with a damp cloth and his hands were noticeably dirty. He then gave us our water cups by holding them by the brim with those dirty hands and you could see the marks he left. Yup, we weren’t going to be using those…

Our food that was sitting in the back eventually came out to us and it was noticeably overcooked. The noodles were soggy and there wasn’t much soup base but we were hungry and just wanted to eat and leave at this point. 10 mins into us eating and we noticed the yuzu drink we ordered still wasn’t here. We asked a waiter and he said he would check but we didn’t hear back. Another 10 mins later and I asked another person. We were basically done eating at this point but still wanted what we paid for. 5 mins later we received our drink. Did they forget to make it? Most likely. We took the drink and left.

Will I go back here? Definitely not. It’s not worth the headache and the restaurant is mismanaged. All the front staff here were very young. While I respect that they are employing them, there were no senior staff around. They need someone managing the daily operations because it clearly has issues.

Atmosphere: 1

Food: 2

Service: 1

I absolutely love Bigway Ackrod! Every visit has been such a positive experience, you can tell they truly care about their customers. The staff are friendly, welcoming, and always ready to help. They go the extra mile to make sure everything is done right, and you can really see the difference compared to other places.

The service is fast but never rushed, and the quality speaks for itself. I always leave feeling like I got more than what I paid for. It’s rare to find that perfect mix of professionalism and genuine warmth, but Bigway Ackrod nails it every time.

Highly recommend to anyone looking for reliability, great value, and people who actually care about what they do. Five stars without hesitation!

Atmosphere: 5

Food: 5

Service: 5

Finally can visit Big Way on a rainy Sunday afternoon at 12. No wait. The taste is flavorful. The price is reasonable. Fun environment with efficient service. There’s also complimentary ice cream after your meal.

Atmosphere: 5

Food: 5

Service: 5

My son Rico and his boyfriend loves to come here weekly for some classic U-pick hotpot!

Atmosphere: 5

I ordered my regular then I actually waited for more than 30mins for my order while everyone already had theirs. Most of the other orders from other people already had been served while mine wasnt. they also kept getting my order number wrong and they just finally decided to let me redo it.

Atmosphere: 3

Food: 4

Service: 2

Recommended dishes: Miso Broth 味增汤

We decided to go for dining time to this location and I’m glad we did! The ambiance much more comfortable and organized . We tried their new sauerkraut broth, which was flavorful and unique. Although it was busy time ,the staff were friendly and attentive, and my kids loved the surprise free toy that came with the meal and i was amaze of their promotion of 20$. Overall, it was an enjoyable dining experience — we’ll definitely be back again!

Atmosphere: 5

Food: 5

Service: 5

I am pretty new in Canada and looking for new food and experience on a Thursday morning for my break my very first food stop was Bigway Hotpot — what an incredible welcome! From the moment I walked in, the staff made me feel right at home. They were friendly, attentive, and genuinely warm, which made my day feel extra special.

I was pleasantly surprised to learn about their happy hour deals plus many ingredients to choose and i was confuse on broth so as i ask for recommendation , they actually recommend me their first broth . The food was fresh and flavorful, and the atmosphere was lively yet cozy.

Highly recommend visiting Bigway Hotpot — I’ll definitely be coming back! 🥢🔥

Yesterday , i went Bigway with my friends ,I tried the Bloody Berry drink from this year’s Halloween Monster Drink , and I’m obsessed! The rich berry taste hits the perfect balance between sweet and tart, with a bold kick that kept me energized through all . It’s not just festive , it’s genuinely delicious.

Honestly, I’d love to see Bloody Berry become a permanent flavor. It’s too good to be seasonal! If Bigway Hotpot listening, please keep this one around — it’s a new favorite I’d grab year-round. 👻🍓💥

Atmosphere: 5

Food: 5

Service: 5

Tried the new sauerkraut broth at Bigway Hotpot and it was a delightful surprise! It’s a bold addition to their menu that really stands out.

Special shoutout to the Bigway Hotpot staff — their service was exceptional. Friendly, attentive, and quick to offer recommendations, they made the whole experience even better. Can’t wait to go back!

Atmosphere: 5

Food: 5

Service: 5

I think they should not sell the drinks here cause whenever I ordered I always disappointed. I ordered 100% sweet but your staff can’t make it , always make its no taste. Take forever to make 3 orders drink, you not meant to sale drinks only food. Waste my money 😠 no more drinks!!

Atmosphere: 2

Food: 1

Service: 1

Your food is so good here and Tracy is the best staff, she is so sweet and deserves a raise! I added the waitlist callback number to my contacts so I always know when it’s time to eat :)

Atmosphere: 5

Food: 5

Service: 5

It is so fun to guess your hotpot. It always make me feel that eating here is such a great deal. Hotpot drink and ice cream for under 20 bucks during happy hour.

Even there is a line , it is pretty fast. I always tell myself , get more meat. It is a better deal.. but there is so much selection , that I want it all

Atmosphere: 5

Food: 5

Service: 4