Southern Celiac, a gluten-free restaurant and Chestertown’s newest eatery, opened its doors at 337 High Street, across from People’s Bank, on March 22nd.
A statement on the first page of the menu states that the owner, Crystal Anders, opened the restaurant because she and her children suffer from celiac disease, which causes negative reactions to gluten, found in grains such as wheat, rye, and barley. The statement also says that the restaurant is intended as a place where people who can’t or prefer not to eat gluten can feel safe going out to eat. No gluten enters the kitchen, and the staff don’t bring outside food for their own meals.
The prices are low. No entree is over $10, and most dishes are between $5 and $7. They offer soups, salads, sandwiches, hamburgers, hot dogs, pizza, spaghetti, and a lot of similar foods for lunch and dinner. They also have a breakfast menu with oatmeal, bacon and egg sandwiches, pancakes, french toast — most of the foods you would expect to be able to have for breakfast. The dessert selection includes apple sauce, chocolate-chip cookies, and banana bread.
The premise is good — a personal mission by the owner to create a comfortable dining environment for families that feel similarly to hers, and prices that mean a casual meal is a convenient option. The execution, from my experience, needs improvement.
Southern Celiac is working out its systems, a process every restaurant has to go through to some degree. Every restaurant is allowed its growing pains, but a successful restaurant communicates to its customers that it is aware of its problems and is doing everything it can to solve them. In short, a good restaurant makes it clear to the customer that it cares, not just about the business plan or the food or the ambience, but about the complete experience of its guests. I didn’t get that impression from Southern Celiac.
I visited Southern Celiac twice last week — Wednesday evening and Saturday evening. I went Saturday, with two friends, because I didn’t feel like I got a proper impression of the restaurant on Wednesday. On Wednesday, I was the only person there. The dining room is large. The floors are hardwood and the walls have attractive brickwork. There are wooden tables with plenty of square-footage for groups of two and four, and lots of floor space in between the tables. The restaurant seats maybe forty to fifty people, with plenty of room to spare.
But I was the only one there at 5:45 on Wednesday evening. The restaurant’s Facebook page listed the hours as 9am to 7pm, so I showed up at what I thought would be the middle of dinner service. The hours on the door, however, said 5:30 to 8:30 for dinner, so I actually arrived at the very beginning of dinner.
Discrepancy between the listed hours became a problem again when I suggested to a couple of friends who were looking for lunch on Friday that they might want to go there and tell me their impressions. When they showed up, the restaurant was closed with no indication of the hours being different. Later, I checked their Facebook page to see that they had announced their closure at 10am that day, due to construction, but they apparently did not indicate this at the restaurant. It seems like a nice use of social media to communicate with customers real-time, but a restaurant should be open when it says it is open, and the sources ought to agree.
I walked into the big restaurant on Wednesday and I was greeted warmly, but awkwardly, by two employees who were seated at a table up front. I asked if I could sit wherever I liked, and they said of course.
The server was prompt and courteous, but she was clearly inexperienced. She seemed nervous and unsure about the proper stages and timing of the meal, and was uncertain about specifics like the selection of salad dressing. I ordered an iced tea, zucchini sticks as an appetizer, a pulled chicken sandwich as an entree, and chocolate chip cookies for dessert. The menu lingered on the table for the rest of the meal.
After I ordered, they turned on some music. Classic rock, a bit too loud. I was very aware that I was the only one in the restaurant.
I received the iced tea first. It was bland and slightly sweet, with an odd aftertaste that I thought must be artificial sweetener, which I am not used to. The zucchini sticks arrived shortly thereafter on a small square plate. Four cooked and breaded wedges of zucchini. They were cooked nicely, still crunchy. The breading was, as far as I could tell, just bread crumbs, and was entirely bland. The server came back to ask if I wanted dressing, so I asked for blue cheese, and that added some flavor.
Very shortly after I got the dressing, the server placed a sandwich on the table. I was about halfway through the zucchini sticks, not expecting the sandwich. It was also the wrong one — pulled beef instead of pulled chicken. It was close enough that it wasn’t worth addressing, though I had ordered the pulled chicken because someone praised it on Facebook. I finished the zucchini sticks and started on the sandwich.
The pulled beef sandwich was served on a small round plate, barely big enough to hold the hamburger bun. I realized from the size of the plate that the server had neglected to ask me whether I wanted a side dish with the sandwich. The menu states that every sandwich comes with one side and every entree comes with two. I enjoyed the pulled beef sandwich, except that it had too much barbeque sauce, which was overpowering and very messy to eat over such a small plate. The beef inside seemed high quality and the gluten-free bun was hardly different than a wheat or potato bun.
For dessert, I had the gluten free chocolate-chip cookies. Five flat, soft cookies came stacked on one of the little round plates. They tasted very nice, seemed fresh, and had lots of chocolate chips. They were very messy to eat because of their softness. They bent when picked up, and seemed simultaneously sticky and crumbly, which I attribute to the gluten-free flour.
I was there for a total of about forty-five minutes. The food came quickly, as I would hope since I was the only customer and ordering simple dishes. I left without seeing another customer seated.
Two of my friends and I returned to the restaurant at about 7:00pm on Saturday evening. I hoped to form a more realistic impression of Southern Celiac, with the place a little busier and therefore a better indicator of the ambience and the service and kitchen under greater strain.
My heart sank when we approached the door and saw, again, an empty dining room. I looked at the hours. 5:30 – 9:00pm. We’d arrived in the dead center of Saturday evening’s dinner hours.
This time there were maybe five or six employees clustered around a desk at the back of the restaurant. We said hello, and they looked at us and we looked at them as my friends and I walked into the dining room. I finally asked, “can we just sit wherever we like,” and was told, yes.
After we had seated ourselves, the same server came over to the table and dropped off three menus, there being three of us at the table. One menu was complete, one was completely empty, and one was missing the last page. We all shared the one complete menu. Again, there was no music. We fought the desire to whisper, since it was quieter than a library.
I ordered mozzerella sticks and a vegetable personal pizza, thinking that it would be interesting to try the gluten-free pizza crust. One friend ordered a grilled cheese and a grilled chicken salad. The other ordered an appetizer of onion rings, and for the entree a barbeque burger.
The server returned to tell me that they were all out of pizza, so I changed my order to a spicy pepper hamburger. The mozzarella sticks never arrived. The onion rings were served as a side with the barbeque burger, instead of as a separate appetizer like my friend had requested.
The food took much longer this time. The server came back frequently to ask if everything was alright. It soon became clear that everything was not alright in the kitchen. My friend received both her salad and grilled cheese at the same time, long before my other friend and I received our food. The grilled cheese was burnt on one side and completely blackened on the other, which the chef thoughtfully placed facing down, as though nobody would notice. There was a single slice of cheese in the middle, and the bread was unbuttered and dry, hence the burning.
The grilled chicken salad was a pile of white iceberg lettuce leaves, not looking so good, either, with some shredded cheddar cheese and a sliced up chicken finger on top. The chicken finger pieces were dry and tough, obviously not fresh at all. My friend asked the server for salad dressing the next time she came back to the table.
My other friend and I received our food about a quarter of an hour later, and both meals were alright. His onion rings and my home-fries were pretty good, though there was a curiously small number of each. The burgers were both a bit dry, and small, but not so bad, though the buns seemed significantly dry and stale compared to the one I had on Wednesday. The music came on, finally, as we were finishing up our entrees. We declined dessert.
The three of us were left wondering what is going on at Southern Celiac. It seemed like there was nobody there who cared. On both nights, I was told the owner was not there and that she is usually only at the restaurant during the day. Maybe there is more than one table on Friday nights, and the owner oversees things then. Maybe not.
It doesn’t appear that those in command when the owner is absent have much restaurant experience, or else they would not have sent out the burned grilled cheese. The server, though she was inexperienced, seemed to be working hard, but with nobody looking over her shoulder directing her she seemed to be suffering, justly, from anxiety about the proper procedure. That’s why we didn’t try to send anything back. It felt like there were spinning plates in the room; a nudge was all that was needed to send them crashing to the floor. Why would we want to wait another fifteen minutes for another so-so dish?
I like the ideas behind Southern Celiac. I have reservations about how much of a crowd the restaurant can attract solely through its gluten-free dedication. I like the idea of a casual family-friendly restaurant with dishes priced low enough that it becomes convenient to go there instead of cooking a family meal after a busy day. I can’t imagine going back, though, based on my experiences. The grilled cheese cost five dollars. If I burnt one at home, I could replace it in five minutes. Gluten-free bread is readily available. What, then, brings me to Southern Celiac?
My friends described the overall feeling of the experience, and that is what restaurants ultimately sell (the sign on the window reads “Southern Celiac: A Gluten-Free Dining Experience!”), as “uncomfortable.” I had to agree. I felt guilty having brought them there. I felt concerned for the server’s anxiety. I felt disappointed by the food, and by not getting the food I asked for. I felt suspicious of the cook. I felt overwhelmed by being the only customers in a large, silent dining room.
Southern Celiac’s Facebook has ninety “likes” at the time of this writing, and there are a number of comments praising particular dishes, a couple of which I tried to order. Maybe the restaurant sees a breakfast or lunch crowd, but the silence on a Saturday night, a couple of weeks after opening at that, speaks louder than words. A serious reconsideration of the marketing and execution of this restaurant may be necessary to avoid another boarded-up storefront on High Street. There is a lot of space in there, and big tables. There are a lot of students at Washington College who might like the chance to get off-campus. Wi-fi, music, coffee, and brunch or lunch deals could go a long way.
Have you been? What did you think?
lynda H Fdeveil says
my friend & i went there on first friday to get a menu to take home. we saw 4 people in the restaurant. it was 6:45 & we noticed the hours for dinner ended at 7:00. that struck us as odd since they say they are open for dinner. we would think 1st friday they would be open as late as needed. which also meant we would not be able to do dinner there since we don’t eat until after 7:00. also, i have driven past there on a number of occasions & looking in the window, don’t see anyone sitting at the tables. not a good sign. i think the menu looks good, plenty of things to choose even if you don’t do gluten-free. now that i read this review, i’m not too sure i will visit the restaurant until they get their act together. and that may take too long. another vacant store front. another thing is the name of the restaurant. southern celiac’s isn’t exactly an appetizing come on in and try our food name! i hope they read this review, think very seriously how to fix the issues and have a very successful restaurant in c’town.
Ed Plaisance says
I just noticed this place the other day and wondered…I went to https://digestive.niddk.nih.gov/ddiseases/pubs/celiac/ to see what percent of the population might be customers based on this condition…it is 1 in 133. In Chestertown that would represent about 30 people or in the whole of Kent county about 150. Some might question the wisdom of such a business plan. I can only wish them good luck.
MB Troup says
Ed – Think of it in reverse. One needn’t be a celiac (have we just created a new gluten-based social strata?) to eat at this establishment; however, celiacs may not be able to eat at any other establishment. So yeah, they’re only locking in .7% of the restaurant going market. But if they bring two friends, now you’re talking 2%. Granted it doesn’t sound like much, but after the targeting, segmentation, and differentiation are all done, growth is predicated upon the “blocking and tackling.” From what I’m reading here, that’s where the trouble is.
I mean…Guys can go to plenty of places to see women in tight clothes. So the wings still have to be passable, right? I’m not suggesting the servers need to change their attire, they just need to come up with the passable wing.
Ed Plaisance says
As I said, I wish them (and anyone else who opens a shop here in town) good luck. But given the demographics of the area they will need to attract a lot more of the non-celiac population to stay in business. That is what worries me.
So far I have had no inclination to even try it…the sign turned me off…as Lolli said, “Who wants to eat in a restaurant named after a disease?”…any name would be better than that:
High Street/Fountain Park/Chestertown/Southern Style Cafe/Eats/Bistro (and underneath in smaller font) Featuring Gluten-Free Menus
Maybe burgers and onion rings can save them. Let’s hope.
Lin Kramtz says
Medically-necessary gluten-free people (who aren’t just those with celiac) will drive many miles for a good gluten-free restaurant, if nothing else than to avoid cross contamination. But I agree with the title. I’ve had celiac for decades, and still found it awkward. Might have worked in a big city, but in a small town, you don’t want to turn away customers. Near my other home, there is an Italian restaurant that is almost entirely gf. All the gf people, some of whom travel for well over an hour, are well aware of it, but the general public is not, and the place is packed with big parties (showers, birthdays) on weekends…because someone in the group has celiac or just prefers gf. Annapolis would have driven across the bridge, if it was worth it! Unfortunately, my experience there was less that stellar, and I could not, in clear conscience, promote them (free) on the celiac listserv…to which I’ve belonged for over 20 years. Sorry to see it close, though. Seems like more research and practice, and perhaps a smaller, more intimate room, would have helped. Starting a business, especially a restaurant, is tough. My meal was solid frozen, and I think I had the same inexperienced waitress, who didn’t know what gf was.
Rory Rivers says
Wow, Jack — your experience reads like the script of an SNL skit. Left me thinking “co’mon, Chestertown, you can do better!” Hopefully the owners & staff are fast learners.
Bennett Price says
It’s such an awkward name. I’m sorry but it makes me uncomfortable.
Lolli Sherry says
That name! oh no, who wants to eat in a restaurant named after a disease? I have sent a message to the owner through their Facebook page and hope she will pay attention to all these comments. I stopped in today for lunch because a friend said she had a good breakfast there and I eat gluten free. A few other people were there. I tried the meatloaf sandwich to check it out because my husband loves meatloaf and it was actually quite good, very home-kitchen style. The slaw (side) was fresh but too much mayo for my taste. I didn’t think the plate was particularly small for a sandwich. The server is a sweet young woman, not highly experienced but eager to please, her dad is apparently the cook. Another family said the bun on their kid’s hotdog was too soggy to eat. Oh, the cash register wasn’t working right either. This restaurant has a lot of work to do, but the prices are very low and the food has potential, so if they can work out the bugs they will be a welcome addition in town. Cut them some slack, go in with a relaxed frame of mind and let us know what happens.
Carol Lyn Cameron says
Haven’t visited yet. Isn’t there some unwritten rule that never go into a new restaurant when it first opens up? It takes at least two weeks to get the bugs out? (Figurative, not literal)
I agree the name was not thought through enough. Besides the obvious, I wonder about the “Southern”. To me that would suggest typical menu items popular in the South like fried chicken, blackeyed peas, hush puppies, grits, and so on. Yet, according to everything written here, that is not the case at all.
What’s wrong with “Chestertown Celiac” or “Chesapeake Celiac” if the owners feel they must identify the gluten-free aspect of it all?
I do wish them success. Maybe it will catch on with the college crowd as a hangout?
Keith Thompson says
I don’t need to eat a gluten free diet, but was great to get a burger and onion rings for $7 at somewhere other than a fast food franchise.
Kelly Bottomley says
I too have tried this restaurant 4 times. Being gluten free for over 4 years now, I was excited to find a safe eating experience. I went with high hopes and have come away sadly disappointed, but wanting to support, and knowing it takes a while to get the glitches out, I keep trying. I fear I won’t for much longer. From staff that really aren’t trained well…be it friendly…though their pants hang a little low for my taste…..really have no idea how to work the table. They have no gluten free knowledge and can’t work the register. This restaurant has been promoted as homemade, and made to order and yet, often items are said to be out of stock…odd….when told the truck hasn’t made its deliebery of srping rolls….hmm..and .Burnt cookies add to the mixture of disappointments. However, the worst is the phone. Have tried calling again and again, with no answer, or answered by a gentleman on voicemail, with no reference to the restaurant. When going in and asking, the comment made was….”oh sorry…we can’t hear the phone when we are out here at the table sitting” I don’t know a single restaurant in Chestertown that is doing well enough not to have the phone answered during lunch time…or any other time for that matter.
What to do? Find a hostess who is lively, knowledgeable and well respected. Find staff that, hold pride in their art and win your customers with great music and some laughter. Food is only half the experience with dining….building your community is the other. I want you to succeed….but you need to make extreme changes and soon!
Russell Dedder says
I am the gentleman on the voicemail, everyone is calling my private number. I don’t answer my phone during the day because I work in an area that I can’t have a phone so it will go to voicemail. I researched the problem, the correct number is for the restaurant is 443-282-0123. When I called , someone answered saying Hello, I had to ask if it was a restaurant. I told them about the mixup, they promptly hung up on me, and would not answer the phone when I called back. I then had to leave a message on voice mail. So if you need to call the restaurant please call 443-282-0123 . If someone could help get the number corrected on the chestertown.com/Restaurants website it would help the public get in touch with the business, not me. Thank You.
renee north says
i am not sure where you live but i went over to Ellicot city yest to One Dish Cuisine a gluten free retaturant and was delighted ! I had a reuben sandwich which was better than the regular ones i remember eating prior to going GF . For dessert i brought home a whoopie pie and it was wonderful !!!
mick dermott says
an eatery named after a disease??? not mentioning the poor experience that was described above, I feel very sad for the owner of this place because no one was kind enough to give advice on the name. the only thing this does for Chestertown is that it will make it harder to attract new businesses to town because they will only see very poor track records of prior start-ups.
Kevin Shertz says
This assumes feedback was ever asked for when the business was planned.
I mean this comment as no reflection whatsoever to the restaurant in question — I have no idea of its ownership or business model — but can tell you having built one business and a business model for another, the viability of it overall is not influenced whatsoever by the success of what business has preceded it, but instead on its own merits, your own research, and your own threshold for risk versus reward.
Steve Arlins says
Word on the street is that Southern Celiac’s is permanently closed.
renee north says
can anyone tell me if they are still open ? I can not find on FB today and was planning a drive from Easton to have lunch
patricia king says
Well this is not good. It is so hard to start a new business especially one of this type. Right off the bat you think it won’t work because it is different. You have to go with and open mind and let them work out the kinks. The comment about the burger being dry has nothing to do with being gluten free. It was not cooked properly. The cookies should not be dry or crumbly. They should just like the regular one. If you like soft or crispy that can be made the way. Gluten free really gets a bad wrap. But if done correctly, it tastes like nothing is missing. Sorry to hear they closed, it is a tuff business doing gluten free. But is can be done. Educating the public is so important. Gluten free is not just for the Ceilac. People with IBS, rhumatoid arthritis, lymes, gluten intolerant children with autism and also children in general all benifit from eating gluten free. A lot of people go gluten free because they feel better.