Kelseys Original Roadhouse — Restaurant in Kitchener

May 18,2024 Dined in at 6:20 pm. Great night to be in or out on the patio. My friend and I were greeted promptly and friendly at the host station then shown to our seats in the dining room. Our server came over, introduced herself as Bonnie. I offered some comical banter and she pleasantly responded. She took our drink order, informed us of the two choices of soup then scurried off to fetch the beverages. Once she returned for our food order, I was ready and started then while she was patient waiting for my friend to decide, she told me how things went on mother's day, which I'm sure was a challenge at every family restaurant. Once she had our orders, off to the kitchen she went. Not much time passed before my app arrived(lobster bisque 🦞). While I was enjoying the dish, Bonnie arrived at our table to inform us that unfortunately the side we both chose, was sold out, she let us know the other options for service now or did we want to wait an additional 10 minutes for our original choice to be prepared. Without prejudice, we chose a different side for sooner service. Soon after that, our plates were served. The meal was enjoyable, no complaints. Next thing to happen was Cynthia, the manager, arrived at our table to apologize for the inconvenience and to offer a 20% discount on our meals. I assured her that we had no complaints about our visit. The discount was appreciated for sure in these dreadful times of inflation but once again it was not necessary. Bonnie arrived with our bill and reiterated the offer of 20% discount. I mentioned I would be applying a small gift card toward the bill, which she graciously walked me through all the steps with the payment machine then told us of three new dessert choices. We enjoyed the food and our service. We'll be back I'm sure to create new memories with Cynthia, Bonnie and the rest of the Kelsey's crew. Thanks for a great start to our...

We recently visited Kelsey’s with a group of 11, and unfortunately, the experience left a lot to be desired. We were at the restaurant for well over two hours, with our food taking more than an hour to arrive. While we understood the challenges of serving a large party, the food quality and service were all over the place. Some dishes were fresh, but others were lukewarm, making it obvious that some meals must have been re-cooked or held too long before being served.

I ordered the half-tray nachos with chicken. The chips themselves were quite tasty but otherwise they were quite unremarkable. A lime crema or queso sauce could have made a big difference. My spouse opted for the buffalo chicken sandwich with fries. Despite the menu labeling it as Buffalo Chicken, the waitress asked what sauce he preferred. He chose "Hot," which turned out to mean plain Tabasco—spicy, but devoid of flavor.

Other issues included barely sauced chicken wings, a tiny portion of kids’ pasta, and worst of all, one of the kids’ cookie and ice cream desserts came with a hair in it, which was a total deal-breaker. The lack of attention to detail was clear, likely due to being understaffed. Both managers were cooking and serving, which we sympathized with, but when we shared our concerns, the response was dismissive and unprofessional.

Between the inconsistent food, rushed service, and lack of accountability, we left feeling let down. Unfortunately, while Kelsey’s used to be a reliable go-to, it’s not a place we’ll be rushing back to...

We normally visit Kelsey's a couple of times a month in our hometown, and we’ve always appreciated the warmth and comfort that keeps drawing us back. But this time, during our trip to Kitchener for work, we decided to stop here for dinner before heading home, hoping for the same welcoming experience. We ordered the fajitas for two, knowing from past visits how delicious they are, and specifically asked for extra shells, understanding how essential they are for enjoying the meal fully.

When the order arrived, it only included five shells for two people, barely enough to enjoy with half the meal still uneaten. We asked again for more shells, and after a tense 10 to 15-minute wait—during which our food had already gone cold—they finally brought out just two shells. Just two! It was painfully clear that this was not nearly enough for us or the meal we’d ordered. We flagged down our waitress immediately once we saw the insufficiency, and even she agreed it wasn’t enough, yet she didn’t offer more until we explicitly asked.

To make matters worse, the drinks sat empty for a significant chunk of our dinner, and we had to repeatedly flag down staff to request refills. While the food was tasty, the whole experience left us feeling overlooked and neglected. It’s heartbreaking when service can’t match the quality of the food—or our hopes for a pleasant,...