Kelseys Original Roadhouse — Restaurant in Tillsonburg

I’ve worked in the restaurant industry for many years up until about 5 years ago, so yes I do understand things happen and go wrong, I get it. But unfortunately the last few times I’ve ordered takeout from the Tillsonburg location, I have been extremely disappointed. For the amount of money I’ve spent, having my order either wrong, undercooked or freezing cold is very upsetting as I really used to enjoy this restaurant. Last night November 29th, 2024 at 5pm I placed a takeout order through the Kelsey’s App. I ordered a Chicken Quesadilla Dinner with a poutine as a side, spinach dip with lightly baked pitas or not baked at all, as we like them soft (unfortunately every time I order the spin dip the pitas are rock hard and snap in half, so I usually go and buy a bag of Tostitos to use), also ordered a kids Mac and cheese with a side salad, and an order of funnel fries with caramel sauce. My order was suppose to be ready for pick up by 5:29pm, I arrived at the restaurant at 5:35pm and I told the girls at the door I had an online takeout order, they asked me to go to the bar, so I did, and one of the girls came over and asked me my name and I told her, she went to the back to check, and came then she came back to as me again, if I had ordered online, and I said yes I ordered through the app and paid. She said okay the kitchen is just getting it packed up, and she walked away. Okay no problem, I continued to wait for about 20mins, I was wondering what had been taking so long, because no one had came back over to me to let me know, so I asked the bartender, and she said “well hasn’t anyone helped you yet?” I said, “yea like 20mins ago, my order was suppose to be ready at 5:29pm”, she finished making drinks and entering stuff into the computer, and then went to the kitchen to ask, came back out to check the takeout cases on the back counter, and pulls out my takeout bag, that had been sitting in there the whole time I was there waiting. She brought it over to me, the bag was already cold to touch, I just said thanks and left because I had someone sitting outside waiting for over 30mins at this point. We drove back home (outside of Tillsonburg) opened up our dinner, and as I figured everything was very cold, and I had to reheat everything. My pita chips were rock hard. Could not eat them, the small bag of corn chips I paid extra for on the side were very stale, and when I took my first bite out of my chicken quesadilla, I instantly spit it out because it was like biting into a big piece of rubber. I tried another piece and same thing. My chicken wasn’t even cooked. My funnel fries were also very hard and we were unable to eat those as well. The only thing edible was thankfully my daughters Mac and cheese. So, I’m glad my daughter at least got to eat, but I’m very disappointed that I had to throw away a $25 quesadilla a, $23 spin dip and $8 funnel fries. I’m not sure who was cooking last night, but before they send out food or pack up food especially when it comes to meats, they need to be sure it’s cooked. I’m not sure if I’ll be back to this location again after this...

Second time dining here and second experience that didn't meet our bar. The first time, shrimp app was overdone and expensive for the serving size, but we didn't complain. If there was an experience rating for our recent visit, it would be a 2. I would have given higher ratings if the staff hadn't tripped at the finish line trying to rectify the error.

Dined recently as a couple and went on a Friday night as things were picking up. Our experience was great until the main courses arrived - I ordered the Thai Shrimp Curry on noodles and there was no sauce on it. A staff member did come to ask how it was and I told them the issue. They responded quickly and send it back, I thought just to add the sauce. However, someone decided to completely remake the dish (not sure if the full remake is policy, but it is a waste of food and negatively affected our dining experience). I sat and watched my partner eat, insisting he not let his meal get cold (he had Nashville Chicken Sandwich and onion rings and enjoyed it). Our main server, Brad did come by while I waited to apologize - he told us there was a new sous chef and said the meal would be comped. My new dish came in about 10-15 minutes, long after my partner had finished - it was decent, but then my partner had to sit and wait for me to eat.

Then we ordered dessert (which were very good) and as we finished Brad presented the bill. He explained that they took 25% off of my dish for the inconvenience and he hopes this is ok... $5.50 off. I know my face showed I was not impressed, especially since we were told earlier it would be comped, but are we supposed to complain further? We ordered beers, mains and desserts and came for a date night. My dish went past at least 2 people who didn't notice it was missing sauce, we couldn't eat together, and our experience was less enjoyable and prolonged due to the delay in remaking the dish. Even if you were unable to comp the dish without manager approval, I feel these issues were worth 50% off of it or at least a gesture to comp my dessert. I worked in hospitality for years and it's disappointing that the guest experience was not considered here.

There won't be a third visit at this location, even though Kelsey's has a warm place in our heart and...

Hi, so a big shout out to Kelseys and thier team. My girlfriend and I went for a girls time out and have lunch together. I haven't been to Kelseys for a while but I was pleasantly surprised when I saw a whole new menu. Everything looked so amazing I wanted to try everything. We were enjoying our meals I have to appauligize I forgot to take pictures. I did how ever take pictures of the menu. My girlfriend had the Mediterranean Salmon and I had the Lemon Pepper Calamari and it was fabulous. We even ordered a dessert. She had the chocolate lava cake and I had the funnel cake fries they are just a perfect end to a meal. If you are looking for a fantastic place in Tillsonburg to hang out with friends and listen to some music and have a really nice meal this is the place to go. Our server Matty was awesome, friendly and polite. We even stuck around after to just have a visit. Ended up having coffee later we had another server he was also awesome. I unfortunately didn't get his name but he was awesome as well. We defenetly will be back. We are actually giving you guys a 10 star rating for making us feel important. We had an amazing meal and experience. So next time I will remember to take pictures of our meal. To the owners I hope this is ok to post the menu, everything looks so good. I would also like to add that they do take reservations on the weekends as well, I was quite impressed about that. Here is your 10 stars. Thank you Kelseys Original Roadhouse family. 🌟🌟🌟🌟🌟🌟🌟🌟🌟🌟 See you next time.😊

Returned again had Jewels as a server and she was amazing. Thank you for making our visit a great one once again. Here is your 10 stars. 😊 🌟🌟🌟🌟🌟🌟🌟🌟🌟🌟

Hey did you know theu have half price wing days on Thursday there wings are awesome so if you get a craving for wings Thursday is the day to go. Of course any time is good but if you want to load up Thursday is the day for that. Love to all the Kelseys team and...