Kenzington Burger Bar — Restaurant in Barrie

I would like to share a fair and honest review so I’m going to start with the positive part of my experience. The food was exceptionally good and the portions were adequate. The Outdoor patio was pleasant and the overall cleanliness of the restaurant seemed acceptable.

Customer service; however, was horrible. As per the children’s menu that was provided to us, children’s meals included ice cream. (Children’s menus were not requested by us but they were provided by the waitress as we had three small children). After leaving the restaurant my daughter asked for the ice cream and that’s when I realized that we didn’t receive them. We were still outside so we requested that we can have the ice cream to go. The waitress met us at the front patio to explain they had no ice cream and if they did she would’ve brought it out right away, then she walked back inside.

Here are my expectations, if items from the menu are missing the waitress should have provided one of the following two options: A. Offer a discount B. Offer an alternative dessert. Neither options were offered so I went in to complain to the manager. The manager’s response was more shocking. First she said because of Covid they did not have the ice cream. When I explained to her that my complaint was not about not receiving the ice cream, but the lack of adequate customer service, she gave me another excuse, which was the children’s menus were inactive as they are in the process of restarting everything due to COVID.

First of all, the waitress never told us that there was no ice cream when we placed our order. As a matter of fact, I had to go back to ask for it. Something she should’ve made clear when we placed our order. Second of all, if the menus were inactive why were they offered to us? Lastly and that’s what I tried to explain to the manager, What does COVID have to do with the waitress not communicating this at the time of ordering and offering an alternative? What does Covid have to do with the waitress offering us a menu that was apparently inactive? What does Covid have to do with the lack of courtesy from both the waitress and the manager? The manager did not even apologize for the inconvenience. What happened to customer service? What happened to ensuring the consumer’s satisfaction? Is that also due to Covid? Those are some interesting side effects to that virus!

All the waitress had to do was at the time of placing the order, explain the situation and the lack of ice cream availability, then offer an alternative. That would’ve been such a simple resolution. It would’ve communicated care and shown how she is going out of her way to offer exceptional service. And when a customer complains to the manager, their job is to sympathize, offer a resolution, and for goodness sake, acknowledge and apologize for the inconvenience.

I am challenging the owner of that franchise to make this right. Ensure your consumers’ satisfaction and perhaps retrain your staff on courtesy and customer satisfaction! I am NEVER going back there again! It’s a shame, because they really have great food!

Please note, I did receive a gift card (which was offered AFTER I had requested a refund) which I have passed on to someone else. As mentioned above, I won’t go back there even if their food was free. The competing wasn’t about the food or the cost (which isn’t cheap) but about the totality of the service and experience. What’s the point of dining out if you’re treated so poorly. No...

It would have been nice if there was a survey on the website for this restaurant to help you decide if this restaurant is right for you. Something like this... Do you like beer? Yes, lots of decent choices here, proceed to next question. No, keep walking to the next restaurant door. Do you like burgers? Yes, good selection of unique burger toppings on homemade burgers, proceed to next question. No, then no doubt pound he pavement. Are you a fry connoisseur? Yes, good news they have awesome fries, proceed to next question. No, then you know what to do...keep clocking those Fitbit steps. Do you have 2 and more hours reserved for dinner? Yes, be sure to have a snack before you arrive as you wont be surprised if you have to wait 2+ hours to get your food. Another reviewer nailed it, 'this restaurant has trouble keeping pace when more than 3 tables are seated' even on a slow Sunday night'. If you answered No, well... pull up a chair. Do you like cool and cozy patio atmospheres? Yes, then this patio is not for you, it's not cool when your beer filled glasses slide off the table followed by your fork only to make you look under the table at the filthy sidewalk. You probably don't need to be told...there are other restaurants in this hood.

If you successfully made it through this survey and find this restaurant to be a good fit for you, go in with low expectations and they will only delight you.

I'm not picky but to be honest I found the burger had no seasoning and tasted BLAND, same goes for the house salad dressing. If I had been asked if I enjoyed my food by the server, I would have lied because I felt bad for the server. Oh and I find it so disjoined that I ordered a gluten free bun, and my side salad arrived with gluten croutons. Really this place was not a match for me.

Overall our server did the best she could but the odds were totally against her. She kindly "compt"our bill (substantially). Sadly I can't honestly give a positive review as even half off was...

We had an excellent experience here tonight! We came in around 930p or 940p and were told that normally after 10pm you have to be over age to be inside, which I was but my friends weren't, but that it was okay since we just wanted to sit down to eat. Our waitress was a sweetheart, and our food was all delicious. We did encounter a bit of a problem with an older man coming consistently back and forth through the restaurant to "go to the bathroom" (he would just stand against a wall in the men's room and come back out) and on his way back and forth would check out myself and my friend at my table and the two girls at another table nearby. It happens at a bar so it can't be held against the establishment, so I held my tongue and continued with my meal. Until, on what would be his final trip back to his table, he diverted out of his way to brush up against my friend's hip and bump into her. It was very quick but very obvious. Extremely uncomfortable, when our waitress came back to the table we let her know that the gentleman had been coming back and forth - the other table of young women had also let her know and the waitress informed us that they were planning on kicking him out but he was almost done his beer and they wanted to let him finish to avoid a confrontation. But when we let her know that he had brushed up against my friend inappropriately, she immediately told us she was going to handle it. She left, and the next time we saw her again it was taken care of. We really appreciated the efficiency and care shown to us and the other table, especially with something that made out whole table, and my friend especially, extremely...