Kelseys Original Roadhouse — Restaurant in Guelph

Placed order over the phone for a food order with 1 Corona beer which I paid for $7.99. Went and picked up my order when I got there had to wait around 4 minutes for someone to notice myself and another patron to pickup. Anyway paid for my order got home and no beer. Called them back and either I went back and got my beer or a refund or forfeit 7.99 so of course I opted to waste my time and gas and go get my beer. I had asked for compensation for their mistake and was denied. Anyway when I got back there they asked if I had the receipt because according to what they could see there was no beer on my bill. I had left hastily and figuring I had disgusted this over the phone with someone who worked there the bill was not needed. Since I didn’t have my bill they were giving me a hard time about giving me something I had paid for. I asked for a manager but of course none on staff at the time. Then they wanted me to show them my bank account on phone to prove how much I paid. I told them they could pull up the bill and see I paid 50.81 without me showing them my personal bank account on my phone. They had copies of the debit receipts in the till but couldn’t seem to find mine. Finally they found it and gave me my beer. Without offering even a little compensation for my food sitting at home getting cold since they couldn’t discount the beer because it is illegal too discount alcohol in Ontario according to them, however they do have happy hour which is just that discounted alcohol, I told them I would be posting a negative review. I order from Kelsey’s on Woodlawn regularly actually that was my second time that week but they couldn’t even offer a coupon for 10% off my next order for the hassle of them making a mistake. Had I order from Skip or door dash I would have got a refund for my whole bill and kept the food but unfortunately these people working there didn’t know what they were doing or understand how customers service works. Unfortunately that was not the worst of it, after I said that another patron sitting at the bar who was clearly drunk and they had served him way beyond the legal limit decided to throw his 2 cents into the situation by saying if I could come back for my beer I could leave and come back with my receipt. I asked the drunk rude patron what he had just said and he yelled and said I wasn’t talking to you I was talking to my companion across the bar. I said who are you to be talking about my business he said I wasn’t talking to you I was talking to my companion, I said yes about my business, who are you to be talking about my business. He said I wasn’t talking to you very loudly, I said don’t talk about my business and turned around and started towards the door. When I round the wall and was out of eye sight he yelled have fun with your negative review sweetheart. At that point I realized this guy was really drunk and I felt scared and didn’t appreciate his sexist comment or the fact that he had the nerve to keep talking about my business in a rude scary sexist way. So now I can’t even enjoy my supper after having to deal with a clearly drunk person in a family restaurant when I was just trying to get what I had paid for and yes I was very unsatisfied with their handling of the situation and lack of respect for customer service especially when I routinely order from there. They made me feel like I was doing something wrong when it was their mistake in the first place and I paid for it not only monetarily because I had to waste my gas and going back but also by being humiliated in a family restaurant by a drunk sexist guy sitting at the bar who had no right to involve himself in my business or by talking to me in that manner. The people working there need to learn a bit more on how to do their job properly by being more thoughtful of how they treat returning customers and maybe need to take their smart serve course again because it was extremely appalling and apparent that they were serving a drunk guy in a family restaurant. Very upsetting, disappointing experience...

Hello. I never like leaving poor reviews, but I think it is important to acknowledge certain things to assist in the establishment's ability to improve.

We went to Kelsey's for lunch today on Woodlawn in Guelph. The experience seemed promising at first. The atmosphere was great! Bright, spacious and clean. The hostess was very genuine and friendly. Our server, was a male who was at first quite attentive, but a little too forward with his gestures and mannerisms and made it seem a bit ungenuine. As things got busier, he seemed to forget us. I required condiments which he said he was going to bring. It was about 10 -15 minutes later that I finally got them, but by that point my burger was cold.

I love the fact that you can build your own burger and make one for a respectable 450 calories which was awesome! So I thought I would try something different as a salad would have been about the same amount of calories. So the one time I wanted to try something different, I had to eat it cold.

Another thing, the, "Build Your Own Burger" comes with two patties. I just wanted one. So the server suggested I take the other one home which I agreed was a great idea. The problem was, I never got the second patty and left without it but I paid for it.

So, I had to eat my burger cold and the patty I paid for I did not receive.

And after reading another review that flagged the CAA Membership, I was never told I could perhaps use it and I had one but obviously was not told nor was there ay signage showing I could and so I lost out on that opportunity as well.

I really like Kelsey's. I love the food, the atmosphere and "the build your own burger" option, but so many things sadly today went wrong to make it an experience that I can't recommend to others.

The service started off well, then went on the decline with several disappointing things a long the way. I'm out an item that I paid for and did not get.

The one on Claire Road is much better for service even though the atmosphere of the Woodlawn location is...

Honestly the moment my husband and I showed up our host was super sweet, our server was amazing, timing for our food was great, food was perfect the only issue was the blonde who seemed to be the manager. Clearly she has a problem, clearly she hates her job and clearly she has an issue getting along with her staff. Our host heard that my husband and I had kids, and we were on a date and we told her one of then was on the spectrum and she immediately offered us a cute toy from the treasure box to give her. The most beautiful of intentions and then this manager bitterly let her know from across the bar to our table "to be clear, those are only for paying kids meals" not only was it embarrassing for the host, it made us feel extremely uncomfortable with her tone. As if that wasn't enough, she aggressively walked to the front to meet the host once she had walked away, and continued to correct her as if we couldn't hear behind this small wall. (We were sitting in the 2 single booth by the bar) Not only was this so awkward, the tension was even worse. My husband and I proceeded to offer the toys back to the host as we felt so incredibly bad but she was still so polite and said not to worry.

Truthfully, as someone who visits resteraunts as often as we do, I would say it's a great place but as an acting manager, pull your act together it's beyond unprofessional and not a good look. The only saving grace to establishments that have miserable staff is the fact that they have hosts & servers that are as kind and warm hearted as the ones we had today and the only reason we would return. So thank you to them.

(I'm only assuming she must have been a manager with her behavior on a...