Nelly's Kitchen — Restaurant in Haverhill

Recently saw a post about their new cheese steak and I was excited to try it out. Unfortunately, it really fell flat. I called ahead to order when I was leaving Far Corner. The girl answered and placed me on hold, I drove all the way to the restaurant still on hold, walked in and ordered in person while still on hold. A couple minutes later the girl at the counter looked down at the phone and hung up on my call that was still on hold. Food took about 25min and their “viral” cheesesteak didn’t live up to the hype. The sandwich was literally dripping water and soggy when I opened it. The steak was soggy/mushy, grey and completely unseasoned. I didn’t taste any alfredo sauce and the only saving grace was the everything roll. The owner asked me what I thought and I told him it was bad and I couldn’t even finish it. He explained they were going through a weeks worth of shaved steak daily since the sandwich went viral and weren’t able to properly defrost it and keep up with volume and said that is probably what caused the soggy mushy meat. In hindsight, I suspect the guy I saw in the back running water into a bag was defrosting the meat they used for my sandwich. In my opinion, if he couldn’t put out a good product he should’ve just said they were sold out. It would’ve been a 1 star if the owner wasn’t so nice but at the same time I would think if you had a restaurant and someone told you they couldn’t finish their food because it was so unpalatable and you as the owner could identify the issue, you would offer some kind of credit so they’ll...

First and last time ordering from this place… ordered my food an hour and a half before close and asked for a loaded Cesar w/ egg and dressings on side.. paid 17 bucks for them to not have my order ready 40 minutes after ordering and claiming the “slip” didn’t print (even though I ordered directly through their site) and giving me ZERO DRESSING for my salad, forgetting to add the add ons I included AND adding onions to a freaking Cesar salad despite neither their menu OR a typical Cesar salad having onions and me not including any onions in my order for a reason… called them and told them their mistake and they said they’d remake it correctly (no apology though, just clear annoyance that I have an issue with THEIR MISTAKE) just to call back 2 minutes later (15 minutes before closing) and saying “nevermind my manager says it’s too close to closing for us to remake it so we’ll just refund you for a salad” but okayyy does that include my add on as well that you supposedly didn’t see or just the cost of a base salad “uhhh it will include whatever add ons as well”…. Again thought the slip didn’t print for the hour it took you to make my food hence why you got it wrong and it took you an extra 20 minutes after the expected time it’d be ready but you have it now to remake my salad??… Still waiting for my reimbursement for my almost $20 salad that was not obviously not worth the money spent…. First and likely last time customer…

Update.. also just realized I ordered a chicken parm pasta dinner and got a chicken parm sandwich…...

Great food, best chicken parm sub but service is slow and not really that friendly and the their sanitary actions are questionable. Saw employees eating in the work area in the front end while waiting over the time frame they told me my order would be ready and let me say it was not busy when I went in. Finally brought my food home, an hour and half later or so and one of the employees who was eating in the work area never cut my pizza, I’m thinking maybe he was too busy stuffing his face and wasn’t paying attention to the customer, as they could see me standing there waiting for a long time, nobody but the owner said sorry for the wait or it’ll be right out. He needs to educate his staff or get new ones…. It’s insane. I try not to give bad reviews but I had to say these things with this place. I called the owner next day but was kinda rushing me off the phone and didn’t seem to care at all about one customers bad reviews. No offer to come back and try something else on the house. Very disappointed with the service and the way they handled it. Not sure if I’ll be coming back...