The Keg Steakhouse + Bar - Cambridge — Restaurant in Cambridge

Disappointed by the visit this evening. The hostess and most of the wait staff along with the people dressed in all black, assuming they’re managers, were great. I brought my best friend for dinner for her birthday, and asked for a booth. When leading us to the booth, the hostess asked if we had been before, and i said no we’d only been to the Waterloo location, to which she said something along the lines of ‘welcome to the better one’. No problem there, was excited for a good dinner. We were sat at a 4-top next to a birthday dinner of probably 24+ people, when there were multiple 2-tops available away from the party that would have been quieter, and never got seated the entire time we were there. Still didn’t have a problem as we assumed the empty tables were reserved. It took about 10 minutes for our waitress to come and greet us and take our order, in which time we had our drink, app, and main orders prepared. She apologized for the wait, and all was good. She took our orders, and went to put them in. Our drink orders were 2 prepared drinks, and 2 ice waters, and then a table bread. We got our prepared drinks, with no waters, and the bread came out via another server a couple minutes later. The waitress proceded to ignore us for about 20 more minutes, with our app being brought by yet another server within that time, and not a single check in from our waitress at all. It got to the point that a lovely curly haired blonde lady came by our table to ask if we needed anything and we asked for regular butter and a second loaf of table bread. We recieved this order in full in under 2 minutes, while our waitress still hadn’t checked on us and we still hadn’t gotten our waters. Even when the birthday girl tried to wave at her as she passed the table. We finally got our waters about 30 minutes after ordering when the waitress came out with carafe’s for the party next table over and happened to have 2 glasses on the tray as well, which she set down with zero acknowledgement of even our presence, nevermind the wait. Another waitress even brought out the butter warmer for my crab about 5 minutes before our waitress came out with them and was suprised that i had mine already. Still didn’t ask if everything was alright so far. We finally get our food, brought out by yet another set of waitstaff, and even though she’d passed our table multiple times since we recieved our mains, it took 10 minutes for her to come up and ask if everything is good, which is crazy for a table that orders a steak blue-rare. If it hadn’t been to my liking, i’d be waiting for 20+ minutes to have it re-done. I do commend the kitchen staff, everything was perfectly done, so it wasn’t a big deal. For the rest of the meal we were basically ignored again, aside from the waitress asking if the birthday girl wanted another drink, which she turned down. Literally the next time our waitress acknowledged us again was when she walked by us with takeout containers after we had finished, and we asked for 3 of them. She gave us those and ignored us again for about 10 minutes, when she realised our plates had been cleared by another one of the waitstaff. She then played like she had put in a special request for a dessert for the birthday girl, honestly acting like it was a favour to us. She brought out the ice cream cake, that being the only thing aside from our initial prepared drinks that we actually recieved from her, and then a few minutes later she brought the bill, without asking if we wanted coffee or anything else. Literally another server had to bring us more water while we were eating the ice cream cake because they noticed we had no beverages left at all. This waitress regularely had 2-4 other waitstaff helping out the party table, and she didn’t spend near as much time on us as she did her other small tables. Our bill totalled to $147.80 including a 20% tip because i refuse to tip less than that, but i sincerely hope 90% of that goes to everyone except our waitress, she only did 10% of the work. We’ll be going back to the Waterloo...

Had a rough experience tonight at the Keg. Went out for dinner with a gift card. When the bill came, the gift card said it was inactive. We have received the same gift card every year from parents and never had a problem. As a lot of people right now can't afford to go out to eat, especially at the keg, gift cards are often the only reason to go out and eat. The manager (woman) first insinuated the gift card was stolen - saying a lot of third-party keg cards are stolen and can be easily taken off the shelf. Also said it was not her responsibility to honor third-party cards of they are inactive. I understand this policy. However, the keg is a corporation and is making millions of sales of third-party gift cards. They are essentially putting all responsibilities on the consumer to ensure your gift card has the money on it. Understood. I used to work at Hemmingways restaurant in Toronto for over 5 years. Countless times as a server, issues like this would arrive, and the solution would be to appease the customer. The manager spoke to me and my girlfriend like we were looking for charity instead of relating and listening to our frustration with the gift card issues and a family member that we know 100 percent gave $100 dollars to store that didn't activate it. It's not charity it's a card that is supposed to have 100 dollars on it. Back to Hemmingways (independently owned) we would give free drinks and meals of you so much as said one complaint. All that would have been needed is to cover one drink or meal, which would have put us at ease as the bill was over 200 with tips. Instead was faced with a "not my problem" (IDGAF) attitude from the manager, it was like talking to a corporate robot that would not budge on making the customer heard about some clear frustration. With also a touch of "how broke are you that you've waited 25 minuted for me to run the gift card?" Yeah they made us wait over 30 minutes to figure out if they could get the card to work. Essentially pressuring us to just settle the bill. The couple beside us lso had gift cards (that worked). They agreed completely with is and were in the same boat looking over at us like "damn we hope our gift cards work!" They wished us luck. We didn't have any. How about corporations that make millions take a better read on their customers and try to help them out instead of ignoring and insulating their worth. I know lots of people I'm Cambridge a sheet Metal worker local 562. I'll be telling them to go to Brantford...

I’ve eaten at the Keg 100’s of times, but never had an experience like last night. Our servers seemed untrained, the food was terrible, and we paid a lot of money. First we ordered drinks which usually come as shot with a side of soda so you can mix to your personal liking, they arrived like this, but the server proceeded to pour all the soda in the glass. Our particular server forgot 3 times to bring the bottle of sparking water to the table, twice bringing flat water? Our server spilled half my drink on the table and never wiped it up or brought me another drink? I ordered the prime rib which was terribly tough, and it seemed like the silver skin was never trimmed off the steak. It was also so salty i could barley eat it, and I like salt. I’ve never had this before in all the times I’ve eaten at the Keg. My crispy fried onions were a large soft clump which I picked up with my fingers in amazement. A member of the wait staff noticed and apologized saying sorry I’ll bring you some fresh onions. Shouldn’t all my food be fresh in the first place? My wife ordered the Oscar sirloin which was also tough she ate less than half, and her baked potato looked like it came from m&m’s and was heated up in the microwave multiple times , We have never seen a keg potato look like this. Anyway I understand times are tough and businesses are struggling, but it’s no excuse for poor product. I tipped the wait staff 15% because I’m sure this was a lack of training by the franchisee or corporate group. I just feel ripped off paying 350 bucks for food that was mostly inedible. I Also hate that I was entertaining clients that politely didn’t eat half their meals stating they were way over salted. I guess I’ll have to change my go to steakhouse.

Would Like to say I was contacted by the owner of this location and she went out of her way to make our next visit extra amazing and comped the meal. I'll keep...