The Keel Lounge — Restaurant in Sunderland

Ate here yesterday with my husband and if I could give a score of zero for service I would.

The table was dirty when we arrived so we asked politely for it to be cleaned. There were empty tables in the cafe but all were dirty so we had to ask.

We were initially brought someone elses’s food and then my husband’s order was incorrect when it arrived as the kitchen had put bowls of chips and coleslaw on to his plate. I had ordered the chips and coleslaw with my sandwich for an additional charge. We told the server and asked if the chips and coleslaw were mine. She stated that my sandwich would also arrive with chips and coleslaw. We assumed that due to their error they were basically allowing my husband to keep the items so my husband tipped the chips/coleslaw onto his plate.

There was a wait of around 7 minutes before I received my food. As a result, my husband had started to eat his food as it was getting cold. My plate eventually arrived with no chips or coleslaw on it. I told the server and she went back to ask someone.

A second lady came over and said “you’ve already had the chips and coleslaw”. She pointed to my husband’s plate. We told her what the server had told us. By this time my husband had eaten some of the chips, they were cold and covered in ketchup which I don’t like.

A third woman with blonde hair then came over. She asked what our problem was in an extremely rude manner. She told us that as we were husband and wife my husband should have just “grabbed the chips and put them on my plate” and presumably scrape the coleslaw onto my plate as well? A bit difficult to do when I didn’t have a plate as my food arrived much later! She stated that “she couldn’t understand what the problem was and asked why we were making such a fuss over £2.50”. The money was not the issue. The service and attitude were.

The way we were spoken to was shocking. Her attitude was absolutely disgraceful as she stood there rolling her eyes at us. There was no apology whatsoever for their error in getting our orders wrong. Due to her attitude I asked to speak to the manager and was told that she wasn’t available. I stated that it didn’t matter and that we would just leave a review about the poor service to which I was told “do what you want, we’re shutting down anyway”.

I wasn’t going to bother leaving a review however I think it’s important to let other people know when someone is subjected to such rudeness and dreadful service/attitude. Also, it’s important for the business owners to receive feedback so they know the type of people they are employing, especially if this business is planning to trade from another venue. I truly hope that this rude woman was not actually the business owner.

Additionally, the couple on the table next to us, who were also astounded, had to ask twice for the drinks they had ordered. It’s quite sad really as the food...

The food was tasty enough and some of the staff were pleasant. I would avoid at busy times. 1.30 on a Saturday and the place was full, a good sign I thought. A table for 4 became free and so I waited for it cleaning. People were coming in after me, so I asked if they're was a smaller table available as I was dining on my own and thought it unfair to take up a bigger table. A couple were finished so the waitress suggested I move to their table. I waited for the couple to leave and apologised if they felt like I was rushing them, but they were fine. Once table was cleared and I was given a menu I went to the counter to place my order. I was told there was a 25 minute wait on food, which was fine. I got my coffee and sat reading. After 35 mins I noticed food coming to later tables and wondered if I'd been forgotten. There was a plate at the pass which the waitresses seemed to ignore. This was finely brought to me after being stood going cold for 7 mins or so. The panini and wedges were fortunately still warm. This is a lovely place, just needs better organisation when busy. I know it's difficult, but as I worked as the chef in a 64 seater restaurant serving a much wider variety of fresh cooked food, I feel I would have got a lot of complaints if people were waiting neatly 45 mins for a sandwich. I would visit again, but just...

Lord knows if I could leave 0 stars I would. We rang this place to ask if they catered for people with celiac disease (gluten free) at 12:54pm they said yes we arrived at 13:01pm & ordered what we wanted which was 2 paninis (1 gluten free) & a cheese & ham toastie. We waited around 45 minutes if not longer to get the food no idea how it took so long but anyways it arrived to our table at 13:49. So a very long wait for a toastie & 2 paninis. When the waitress came to our table she told me “I’m not sure why they have done this but the crisps on your plate are not gluten free” so not only was it a long wait they have now put gluten food on my gluten free food !! 🤣so I asked her to take the crisps off which she did & the photo below is what I was left with!!! Absolutely shocking for £5.95 I also paid 80p for my coleslaw which they put on my partners gluten food instead of my gluten free plate 🤣🤣 our total should’ve been 23.80 but they charged us £27.60 ! will never ever ever go here again it’s so hard to find somewhere gluten free & good service etc clearly this is not the place 💀just going to add the staff we’re not approachable at all very moody didn’t want to resolve the issues we had & not one apology despite me stating I needed gluten...