Kelseys Original Roadhouse — Restaurant in Oakville

I want to start by saying this is our usual spot and after a really bad experience at the Appleby one we made this our go to location, but after tonight we are reconsidering.

Typically, we have had a positive experience when we come but tonight I was really put off and I left feeling really frustrated and angry by our server.

I ordered a spicy margarita and I was really annoyed by the amount of ice. I know restaurants Ice down bar drinks, i know its common even though it shouldn’t be, but tonight’s drink was unacceptable especially when you are paying 9 dollars. Please see the picture below.

When our server came to our table, I showed her the glass and highlighted that this was ridiculous. Now, a decent server would acknowledge my complaint and either attempt to rectify it or at least get some one to come talk to us. Instead she completely brushed me off. “I’m the middle man, I don’t make the recipe…I just serve it.” This response is horrible. No one was insinuating that you made the recipe. You are the face of the restaurant, you are my connection to the restaurant as a whole. When I have an issue or a concern it is YOUR job to help me rectify it. I am not one to complain often, but this incident really rubbed me and our whole table the wrong way. You should NOT be customer facing if that is your response. This left me feeling really angry, what an absolute lazy excuse for an answer. I would have put up a bigger stink and demanded to speak to the manager on the spot but my kids were with me and I was attempting to keep the atmosphere fun and relaxed and set a good example for them. Inside I was fuming.

Our table’s entire demeanour changed after that. None of us could believe what she said.

Then to top it off she had the gull to ask if we would be done in the next 20 minutes because there was a party of 40 coming in and we were in their spot. Like are you kidding me? Put your party somewhere else or plan better.

Overall the food was good, but between the drink and the service or lack there of, I don’t think we will be returning to this location.

My honest feedback is this. I know serving is a tough job and I know that when customers have issues it can be awkward to deal with. But as a customer facing role, your entire job is to ensure that my experience is pleasant. You failed at that today and next time a customer has an issue, acknowledge it. That’s all it comes down to. Make your customer feel heard and understood, don’t be the “middle man” and completely blow them off…it usually will not have them leaving happy, it’ll tick them off.

Please do...

This review is less about the food and more about our dining experience, although the Spinach & Cheese dip was just the right dose of cheese heaven for me 🧀😊.

Our Hockey family (30+ guests) chose this location as a post game dinner spot. If you’ve been to one of these events, you know it can get rowdy and complicated real fast with all the hangry kids, parents, kids, jersey numbers, shenanigans, socializing, seat swapping etc etc.

We’ve been to a couple of Kelsey’s locations over the hockey seasons, but this one definitely earned a 5⭐️ review from the time we entered.

We were greeted and seated very quickly (based on our reservation). Being a Friday night, one can expect delays but we faced none.

Our waitstaff - the one and only Krista L, brought her A game. She was friendly, polite, professional, curteous , fast, efficient, majorly organized with her order taking skills (including colour coding the seating /serving chart), and dishing great evergy all evening.

She didn’t mix up a single order (30+ people).

Separately, I noticed one of the servers bend to pick up a napkin that was on the floor as they scurried on with whatever they were doing - they could have left it there for the cleaning crew to sweep up, but they didn’t. Later on that evening when I stopped to compliment Krista for how amazing she was, I found out that other person was the general manager, Felicia. She had been so hands on and engaged in service that evening that I mistook her for one of the other wait staff members.

Typically when organizations talk about great teams, great working environments (culture) and great managers, it’s limited to theory and very little of it evident in their practice.

But here, tonight it was definitely evident and in full motion. Krista is without a doubt an amazing wait person, and the cherry on top for our dining experience tonight was to watch Felicia lead by example by inspiring her team to be great by doing great herself - she even found time to sit and chat with us - you don’t see this often anymore and it was refreshing.

Wishing Krista, Felicia and their team continued...

⭐⭐⭐⭐⭐ A Truly Original and Outstanding Experience! Kelseys Original Roadhouse 3549 Wyecroft Road, Oakville, ON L6L 0B7 My recent visit to Kelseys on Wyecroft Road was an absolute delight, and it easily earns a well-deserved five-star rating. From the moment we walked in, the atmosphere was exactly what you'd expect from a great "roadhouse" – lively, welcoming, and full of energy. The staff greeted us with genuine warmth and seated us promptly. Our server was fantastic. They were attentive without being overbearing, and had a great sense of humour. They made some excellent recommendations, and their knowledge of the menu was impressive. They even pointed out that it was "1/2 Price Wing Night" on a Thursday, which was a bonus we happily took advantage of. The food was incredible. We started with the legendary Four-Cheese Spinach Dip, which was creamy, rich, and served piping hot with plenty of pita bread for dipping. It’s a must-have appetizer. For our mains, the half-price wings were perfectly crispy and flavourful, and the Classic Roadhouse Burger was juicy and cooked to perfection, a testament to the kitchen's quality. The drinks were also excellent, and the happy hour specials made the experience even more enjoyable. The entire evening felt like a perfect blend of a family-friendly restaurant and a lively sports bar, creating a fun and relaxed environment. The entire team at this Kelseys location clearly takes pride in what they do. It's a place where you feel like a valued guest, and every detail, from the prompt service to the delicious food, is handled with care. We will absolutely be returning to this location and highly recommend it to anyone looking for a fun night out with great food and even better service. It's a true...