Where do I start...
A few months ago I had a terrible experience coming in with my friend and her child.
-long wait at the door due to being ignored by servers and hosts
-long wait for a drink and food order
-excessive wait for food when order was taken
-server rushing us out in order to accommodate other tables
-server disappearing for a while to "work on things in the back"
-manager wasn't present
-wrote a review and a manger offered to cover the same amount spent on food the night of terrible service for a second chance
This was very promising because the manager reassured myself and my friend that the service was due to the server being fairly new. The manager also seemed very accomodating so we came back to give the restaurant a second chance.
Tonight my friend and I decided to give Kelsey's Guelph that chance
-we were sat in a timely manner
- the server informed us of the specials
-we ordered our food very quickly as we were both very hungry
-the food took 30 minutes as the server kept apologizing for the long wait, I asked how much longer which is when she finally went to check on the food
-the food ordered consisted of pasta and a spinach dip, both take under 15 minutes to make
-the server said the food took longer because another table of 15+ people took priority, there were only two other tables dining at that time
-when I took a bite of my pasta I realized it was cold, the chicken was cold, the noodles seemed as if they had been once warmed but sat in the back for a while
-we notified the server and asked that our food either be reheated or remade
-the server got the food remade
-the food came out without the Gouda cheese that was on the first one, and was one of the ingredients on the menu for that dish
-we asked for Parmesan on the side which should be a given when ordering a pasta dish
-the server sent a manager who happened to be the owner after we had partially finished our meal. However we didn't ask for a manger considering the meal was up to Kelsey's mediocre standards
-when the owner nuru khamis arrived, he approached our table with aggression while interrupting our conversation
He said " what do you guys need, I was told you needed me"
My response was that I hadn't asked for anyone but this was how our service had been all night.
The owner proceeded to interrupt by saying, "I don't care about the food, I care about your service".
Is the food not included in our service?
I asked him to stop pointing his fingers at me as I have a one year old beside me getting upset due to the obvious aggression coming from this man.
I began to explain the remaining of the story when he told the child and my friend to shut up as he could only hear one person at a time. He then proceeded to shout at the server from the other side of the restaurant causing attention to our table, "who is serving this table". I asked him to stop as we did not want to be the centre of attention and he was making the situation uncomfortable. I asked the manager to be professional and speak to the server when we had left. I told him the conversation was being recorded when he mentioned that he didn't care and that head office wouldn't "touch him".
He told me I was lying about the amount of time it took for our food to be made and told my friend and I never to come back. Then while we called head office considering our meals that we were paying for were still not finished, we had no intentions of leaving. The server came back with the bill a few minutes later saying that Nuru sent her to bring the bill notifying her that we needed to leave. I let her know that we were not done and we were finishing our meals. The owner ensured our service would be terrible and that we wouldn't enjoy our time there. This is not the way costumer service should be and this not how a manager should speak to staff or guests. Do yourself a favour and steer clear, there are many other restaurants to go to in guelph. read more