Kelseys Original Roadhouse — Restaurant in Waterloo

Waited over a hour for 3 burgers and 2 fish sandwiches to arrive, when simply asked why it took over a hour for this to arrive, manager said"just a minute" and left the table, 13 min later waitress returned to table we asked if the previous lady had been the manager, she said yes and that they were checking ticket times etc and we had been only 1:43 min from time of ordering to time we were done and so it was less than a hour we had to wait. then manager returned (now 15 minutes later since she left and had not told us what she was doing or why) it was explained to us that it was half price burger night so they could not do anything with our bill, and that they had been SO busy (between 1/2 to 1/3 of the tables were empty the whole meal time), that it took longer than expected to make our meals, and if we wanted a coupon for our next visit they could get us one. We had eaten in less than 30 minutes the food was luke warm at best and the fries greasy (not hot enough oil used in deep frying?) so by our estimate and watches we had waited for 1:15 approximately in a ice box of a restaurant (two of the party had to go outside to warm up), for burgers and fish sandwiches, now other groups of 4 and 3 and one of two had been seated after our orders were taken and left before our bill arrived, so there must have been some issue but this was never communicated to us, we had actually felt sorry for the over-stretched waitress until she came out angry and confrontational at the end which blew her tip from about 20% we were going to leave to next to nothing. Expect bad customer service in this restaurant and no help from the management even if you just ask a simple question. In hide site we should have sent the food back because of it's temperature right away but that may have delayed us another hour or more. We just want to warn everyone about how they can expect to be treated here before they commit to spending their hard earned dollars in this establishment which seems to have no regard for it's customers, we liked it before, now will never be back, the food quality has gone down hill and the service and management are in need of some customer service training. Go to Boston Pizza just up the road, you will be MUCH happier!!!!

Went back after it re-opened, still rough staff (tried three times to be sure), and not very attentive to customer needs (drinks and checking on meals etc after delivery and it other items need to be ordered and if custom orders were followed with meals or if there were issues (there where)) So unfortunately there are still issued in kitchen and with wait staff, bar tender seems to be ok (checked two different ones). sorry but some things do not improve, this one has us confused as to why it is not getting better, sorry Kelseys but you...

It was late Saturday afternoon, weather was decent and we thought it would be nice for the two of us to sit on a patio and have some food and a drink. We tried a bunch of other places and they were all taking reservations at 9pm if they had any room at all. Amazingly Kelsey's had a few free tables and we could walk right in. That should have been a sign.

The service was good, no complaints there. Our server was knowledgeable and efficient. Our drinks were good, and my better half had a two-handed Mojito. It looked well made and was enjoyed. And then the food came. We had a Caesar salad and the half flat-pan nachos. The salad dressing is clearly out of a can, and was simply ok. It wasn't great, it wasn't bad, just ok. The nachos were a disappointment. The nachos were slightly soggy, small, and way too salty. The menu said that it serves 3 people. It was more like an appetizer for 1 person. We politely mentioned to our server that the nachos were underwhelming, and she took our concern to the manager. 5-10 minutes later, a guy who looked like the manager wandered around to all the other tables and then went back in to the restaurant. Same routine a few minutes later and then came over and asked how our meal was. We explained how the nachos were substandard and the response from the manager, and I quote this, "Next time you're here, try the spinach dip, it's better." I replied with, "No, we won't be coming back." and his response was, "Ok."

When we left, there were three other empty tables, and what appeared to be a staff member weeding the garden with a CostCo yard-waste bag in front of us. May be a sign of how this place is run.

So my two star review would break down to 5 stars for the servers, 3 stars for the food, and 0 stars for the manager. That's not a way to manage. To Kelsey's public relations team: don't bother asking me to fill out a survey with an incident number, etc. I don't want your $10 off coupon as I...

HORRIBLE EXPERIENCE:

We unfortunately had Christine serving us this Wednesday evening. We came in, aware of the issues that were soon to arise given our server. Nobody approached our table for 15 minutes after we came, although Christine did not have an issue approaching her other tables. We asked our hostess to be moved due to our wait of over 20 minutes at this point with no drinks or even greeting.. & we were ignored. By the time we got our drinks, another table had already began their meals. Christine then stopped service to our table. A hostess with crimped hair continued to give our group crude stares as she passed.

When our food finally came, it was brought to 3 tables & sent back to the kitchen before another group of customers sent the staff in our direction. Our food was cold, & only two orders came out as our burger was dropped on the floor? We weren't checked on for 20 minutes following this, peculiar, since other tables were receiving Christine's full attention. When we finally called Christine over, she laughed in our face over our food being dropped.

When it was time for the bills to come out, a manager did discount the meals but the member of our party who's food was dropped still had to pay a $3 bill. As we were paying, Christine gave us lots of attitude, & could barely look us in the eyes. Once two members had paid she dropped the machine in front of our friend (who's burger was dropped) to pay, & left for around 10 minutes. Once we were ready to leave she mumbled something under her breathe & took the bill from our friend &...