The Cozy Cafe + Bar, West Kelowna — Restaurant in West Kelowna

Twice burned by this establishment. I was hoping the second experience would be better but it was actually worse. I’ve seen so many positive things but I can’t say I enjoyed my food there. I just went for a lunch date with my hubby today. Immediately when giving our drink order, both of the non alcoholic beers in the menu were available. Green tape on the menu for items no longer available too. He got the steak and I got the cozy nook burger. First of all, he ordered his steak medium rare, but it showed up medium well. He still ate it and gave compliments to its tenderness, however, there wasn’t any actual flavour? Came with a tomato sliced in half and grilled, and a couple wedges of grilled bell peppers as the seasonal veggies. On top of a bed of fries. He ate the meat and left the rest.

But my dish was where the real issue was. My burger. It looked great! The description won me over for a safe bet when my soul really wanted to try the Korean fried chicken burger. I bit into it and tasted nothing. Okay.. don’t write it off yet! So I a squeezed in some ketchup and took a couple more around the edge. I tried so hard to gaslight myself into just enjoying it enough to eat. The patty itself self had the grain of meat you see ground beef does in the tray. Those little round strings from the grinding machine. There was absolutely no seasoning and flavour. It just tasted solely like beef as though someone literally took a scoop of ground beef from a tray, formed the edges and then put it on the flat top. It was cooked through, the edges were crisp, as I said it looked like it was going to be a good burger! The bacon was very crispy, over done but forgivable. Couldn’t taste the aoli or the cheese. I gave up after the 3 bites around the edge. 5/6 of the burger remained, hardly touched.I finished my fries and told the waitress of the issues. She asked for some feedback for next time and relayed it to the kitchen, she was a total sweet heart she got an extra ⭐️ in my servicing rating. Came back and told me that management cleared her to take 15% off the bill… I thought I would be charged for a side of fries, what I actually ate. 15% off for 1/2 entrees being eaten 😒 mmmkay whatever then. Not how I would handle my customer service but okay. (They gave us $6 off, so I paid $12 for a side of fries!!! Do the math) Not exactly the second try I was hoping for. My first visit I played it safe with the chicken Caesar wrap and it arrived with wilted soggy lettuce. I didn’t complain though, just picked out the worst of the lettuce.

Also! You see storage in the front by the windows… crates and junk. Eye sore for sure. I don’t know how long they will last but I’m not convinced it will be for much longer if this is the quality...

I really wanted to love this place after seeing so many positive reviews. After coming in, they didn't have any places to sit which was fine, we waited 10 mins for a table. After sitting, we were greeted and asked for drinks. We gave them 2 specialty coffees, a hot chocolate and a rootbeer. After 15 mins we were told they couldn't make our coffees as the machine was broken. We asked for plain coffees. Our server brought our coffees and our children still haven't gotten their drinks. Looking around the restaurant, I saw the same table dirty, and when we left it was STILL dirty. They missed out on customers because they didn't attend to them within 30 seconds of coming into the door. We ordered 2 Benedict meals, 1 waffle with fruit and a 1/2 breakfast with 2 added plain French toast. They brought out all of it except the added french toast. ALL OF IT CAME OUT COLD. We had no table touch, no checking how it was tasting which should be done within the first 2 bites. My husband sent his toast back, and it was not toasted. We sat for 15 minutes before my husband got up to let them know we were leaving, the food was cold. At this point there was no communication what the hold up was on the French toast. Then they wanted us to pay for the whole bill, despite their mess ups and ineatible food. My husband said he would pay for our daughter's waffle, as she actually ate half of her waffle. They asked us to pay for the bill twice. Again my husband told them the food was not hot it was cold.

If your the owner reading this, your service staff needs to pick up and communicate with your customers, there should not be people leaving your establishment from lack of communication at the door. There should not be dirty tables while there are waiting customers. There was 3 service staff on, for a tiny place with under 10 tables, service should be top notch. Your service staff should know what can be done for substitutions, and food should arrive promptly within 15 mins of ordering which is hot and not Luke warm or cold.

I've worked in restaurants for over 15 years, as a server and a manager. Take these points as constructive criticism. Due to poor service, lack of communication, and cold food we...

Today was my first visit to The Cozy Nook. At first glance it looks like your typical breakfast and lunch spot, and I was excited to try it out. I started with the “detox smoothie” and a basic poutine. The poutine came out right away, but after ten minutes I had to ask about my smoothie, which had just been sitting in the service window the whole time.

The poutine itself felt thrown together: unmelted cheese curds, canned-tasting gravy, and what seemed like frozen fries. At a place with this many good reviews I expected something fresher, or at least made in-house. When I got to the bottom of the dish I even found a chunk of bacon, which wasn’t listed and honestly grossed me out enough to stop eating.

The “green detox” smoothie was another miss. You’d think it would taste refreshing or at least somewhat healthy, but all I could taste was mango and sugar. Nothing “green” about it.

For my main I had the pesto chicken sandwich, which was actually decent. The problem was the side salad—just plain lettuce with a few rough-cut tomato and cucumber pieces, carrot shavings, and what tasted like Kraft dressing.

What bothered me most though were the things I noticed while eating. One of the staff dropped cutlery on the floor, picked it up, and put it right back with the “clean” ones. The cooks were hauling bags of garbage out through the dining area, right past people’s tables. My server was also very disengaged—no table checks, no effort at conversation, just “are you ready” and “here’s your food.” To some that might be fine, but it came off as lazy and unprofessional to me.

Overall, the food and service were disappointing, and the cleanliness issues...