Kelseys Original Roadhouse — Restaurant in Burlington

I felt compelled to leave a review after our experience at the Appleby line location in Burlington. We went this evening to celebrate our daughter’s 12th birthday. Something went very wrong tonight - all tables including ours were waiting over an hour for their meals. Meals would come out for only part of your party - my husband and son got their meal and then mine and my daughters didn’t come out until 15 minutes later. Again - we saw this happening to other tables as well. My sons food was cold - and not what he ordered so he wouldn’t eat - we sent it back but didn’t want to re-order as we didn’t want to be waiting another hour for it. My husbands meal - the fries were hot but the wings were cold as well. My daughter and I both got the chicken Parmesan - both were hot but both chickens had hardly any sauce and cheese on them and both of the pasta sauces - mine tomato and hers Alfredo - were so thin it was soupy in our bowls and so we basically were eating plain noodles as none of the sauce would stick to it. She didn’t finish even a quarter of her meal as a result.

We only saw the manager twice - dealing with disgruntled customers who waited over an hour for their take out meal - to just have it refunded as they never got made. The manager should have been more present in the restaurant to explain to guests whatever was happening - I felt bad for the servers having to take the brunt of the complaints. Our server actually told us they were going to close for the evening to taking any new customers because the kitchen was such a mess.

We were offered a discount on our bill for our trouble - 10% off - insignificant considering the quality of our meals and our experience. When you pre load your machines with a suggestion of a minimum tip of 15% - you should be providing the same at a minimum - however with what happened tonight - I would have expected more.

Overall a very disappointing evening when we were celebrating a special day for my daughter - I don’t think we will be returning to this...

Good morning everyone who’s reading this review I am very happy and excited to share my review let’s get right into it me and my family decided to go to Kelsey’s and the closes one from church was 777 Guelph line I drove towards the location got out and as soon as me and my family came in theirs a nice young lady very respectful and kind to assist of named: Noa she is very kind and respectful I rate her service 5stars she made sure we was okay and guided us to the right seats with no trouble and gave us our menus and gave us a heads up that our waiter will be joining us very soon me and my family waited 3minutes and our waiter named:Molly joined us her energy matched just like Noa very respectful kind and not just doing the job cause it’s her job but very passionate and caring making sure we have everything we need to eat exactly as requested she was always double checking on us even though it go busy Molly still multitasked and managed to assist everyone with out any issues I also wanna give a big shout out to Alison because of Alison her energy matches just like her employees above and beyond wiling to help making sure everyone that comes in is happy and well treated thank you to the whole team at Kelsey’s me and my family enjoyed everything and we will definitely come again no questions asked thanks agin and I appreciate everyone I wish I could upload the videos I took but it’s only pictures allowed on review lol this is highly recommended location it’s not five stars for being nice it’s five star to me because everything was handled in 5stars service if you have any issues or don’t like certain things in your meal be respectful and kind to the team don’t disrespect anyone thanks for reading my review I hope this helps you not to...

Very unethical. Stay away from this location. Only getting one star because of how amazing the servers and staff are.

We went in for dinner after obtaining a ton of scene points from a recent vacation and were met with shoddy typed notes that no scene points or gift cards could be accepted. I thought this was strange so I inquired and was informed by the hostess that the machine was broken. When I asked if I could earn points or buy a gift card she said, yes no problem. Immediate red flags went up. After pressing the server, I was secretly informed that the owner does not want to pay royalties for gift cards or scene so is refusing to accept them but happy to sell the gift cards for the money.

This is grossly unethical and I am pretty sure illegal. A gift card is a legal form of payment and for you to be so cheap to refuse it, how dare you do that to your loyal customers. Being in the area, this was always my go to location but after that, I will give my money to ANY other Kelsey's location. Not only are you being cheap, but to then force your servers and staff to lie to customers is ridiculous. As someone who spent many years in the restaurant industry, I immediately had red flags. Don't put your staff in such a precarious situation.

I also intend to call head office and inquire about the legalities around this. You do not deserve to own this restaurant, you do not deserve to have loyal customers, and you do not deserve the amazing staff you have employed.

If you're thinking about having dinner. There are plenty of better, more ethical options around the area and if you are really craving Kelsey's...There's others just up the...