Kelseys Original Roadhouse — Restaurant in Ontario

Kelseys Original Roadhouse (900 Oxford St E, London) - Mixed Grill of Emotions

My visit today was a bit of a rollercoaster. I ordered a simple 10 oz steak, corn, and a baked potato, specifying a medium-rare cook on the steak. What arrived, however, was so thoroughly well-done it practically moo-ed in reverse. You know, the kind of steak that makes you question if the person who enjoys it has ever actually met a cow. It was chewier than trying to have a serious conversation with a toddler.

The baked potato, bless its starchy heart, was lukewarm at best, like it had just come in from a mild Canadian winter. And the sour cream? Let's just say it had aspirations of being milk again – decidedly runny.

However, it wasn't all doom and gloom! The corn nuggets were a delightful burst of flavor – piping hot and clearly the star of the side dishes. Seriously, two thumbs up for the corn! Also, in a surprising twist, the coffee was actually fantastic, boasting a lovely nutty finish. Who knew Kelseys had a secret barista hiding in the back?

The ambiance was... well, Kelseys. Familiar, but perhaps showing a few wrinkles of time.

The real standout of the experience was our server. This young individual was an absolute gem! She was incredibly sensitive and responsive to the steak situation, even though it wasn't her fault. While I declined a replacement, she went above and beyond to try and make things right. Huge kudos to her! And to top it off, she arranged a generous 50% discount on the meal – truly exceptional service.

As for the steak mishap, I'm a bit baffled. The restaurant wasn't slammed, and it being the May 24th weekend, maybe there were staffing quirks. But honestly, compared to the rest of the menu, a steak cooked to medium-rare isn't rocket science. It's a quick sear – you just need to watch it, folks! For those unfamiliar, a perfect medium-rare steak should have a warm, pink center, transitioning to a slightly browner exterior. It's all about timing and attention!

Overall, a mixed bag. The service recovery was outstanding, and the corn and coffee were winners. The steak and potato, however, left much to be desired.

Special shout-out to Melissa and Becky! (AKA Ashley and Becca - gotcha! LOL ) ...

We ordered off the app for the second time tonight, pick up.

Second time and second mistake.

The first order on February 24, lunch time for my wife’s birthday they didn’t pack the fries I had ordered. To compensate us, after a call, we were told they would be mailing us a gift card. It is March 29 and we have not received it in the mail. We literally live around the corner. I did go in one day and talked to someone, and was given a few 5 dollar off coupons, dine in only. Fair but nothing impressive. Still waiting for that gift card that was supposedly sent in the mail though.

Tonight however, we did timed pick up again. 7:20.

Food was 20 minutes late. There’s a gentleman there walking out uber/pick up orders. After seeing me a couple of times he finally asked me I told him I was there for a pick up under my wife’s name, it was already maybe 5 or so minutes late from pick up time.

I never saw that guy again. There’s a woman working the bar tonight who asked me, and she went back and retrieved my order. I told her I’m just going to check if everything’s in there this time, no big deal everything was. She walked away because she was tending to a table, no big deal.

When I left the pick up area and walked to the front I told the woman who was working the front about my food being 20 minutes late. I had to tell someone. Or else what’s the point of doing these timed pick ups. I was given the ole “sorry we’re busy tonight”. That’s not the point. Our order was put in before any of these people in the restaurant to be honest, for a pick up time of 7:20. Not 7:40. Upon being given a snarky sorry about that response I left.

I’m not expecting any compensation this time around because I’m not expecting much to be honest. Still waiting for that gift card...

Review for Kasey and Brit – Exceptional Service!

I had the pleasure of being served by Kasey and Brit during my recent visit, and I must say their performance was nothing short of outstanding. From the moment we were seated to the time we left, they demonstrated professionalism, attentiveness, and genuine warmth that truly elevated our dining experience.

Kasey stood out with their remarkable attention to detail and intuitive understanding of our needs. They managed to anticipate what we needed before we even had to ask, from perfectly timed drink refills to accommodating our special requests with ease and a smile. Kasey’s ability to remain composed and courteous even during busy periods speaks volumes about their experience and dedication.

Brit was equally impressive, bringing a vibrant energy and personable charm that made us feel genuinely welcomed. They were knowledgeable about the menu, offering thoughtful recommendations that turned out to be spot on. Brit’s ability to balance professionalism with friendliness created an inviting and comfortable atmosphere that we genuinely appreciated.

Together, Kasey and Brit worked seamlessly as a team, ensuring our table was always attended to without being intrusive. Their coordination, communication, and shared enthusiasm for excellent service reflected the highest standards of hospitality.

In a time when great service can often feel rare, Kasey and Brit reminded us how impactful true hospitality can be. They are both incredible assets to your team, and we look forward to returning soon, in part because of the memorable experience they...