St. Louis Bar & Grill — Restaurant in Georgina

We were in Keswick for the annual IEM basketball tournament and had a Team reservation for 24 people.  Upon entering, we were told that the reservation was ONLY FOR 24 people (we came later and were #25-28), yet there were 4 open tables.  Thinking to ourselves, “we are willing to PAY money for food”, yet you would rather send us away since we were over our 24-person reservation?  Their reasoning, “We have to save seats in case customers walk in”…so you have willing customers on the spot ready to pay for food, yet you don’t want to seat us?  We were finally seated, and served, albeit slowly. Drinks didn’t come for over 15 minutes, and in the mean time, overheard the Manager/Owner say to one of his head servers “DON’T GIVE OUT CUTLERY UNLESS THEY NEED IT, WE ARE GOING TO RUN OUT”.   The players were served, and people who were seated AFTER we arrived, were served their food before us. The waitress came by and said “the printer in the kitchen ran out of paper, could you tell me your order again so I can give it to the kitchen”. I saw her entering all the orders on the touchscreen/computer earlier, so would our “order” not be "in the system" (IF she had actually placed it).  She said she would give it to the kitchen right away, but then checked in on 3 other tables and on her way to the kitchen, as she passed, I stopped the server and said, “if the order has not been started, we will pass as our team is gathering up and leaving”, to which her reply was “they have already started the order”... but she had not been to the kitchen since taking our order, AGAIN. I started my stopwatch, as we ordered one order of Nachos and a bowl of Chicken Noodle Soup for my daughter, thinking that the oven is ALWAYS ON at a restaurant, and how long would it actually take to make Nachos “if they had already started”. She returned with nachos 8 minutes later, but served our meal without the soup.  She said the soup is “coming”. After 4 minutes with no soup still, my wife, usually more patient than I am, is now irritated, get’s up and asks the server where the soup is, with another reply of “IT’S COMING”. We are discussing this at the table, since it is the simplest order to fulfill…ladle soup into a bowl that is sitting on the stove. Having been in the food customer service, I totally understand how busy times can get when large groups come in, but to potentially turn away paying customers?  Secondly, to speak out loud in the dining room to not send out utensils as there could be a shortage; could you not whisper this, or deliver this message in the kitchen without patrons in the earshot?  Next, to lie about our order never being placed with “paper running out of the printer in the kitchen”, and asking for our order again, a big NO-NO. Not being honest a second time in telling us that the kitchen had already started our order to ensure a sale, yet upon entering, they did not even want to give us a table since we were over our reservation?  To top this all off, after the soup finally came, the server did check in on us… but with a comment of “How is your food, WAS IT WORTH THE WAIT?”, to which, IT WAS NOT. If you are in the service industry, honesty will take you a long way.  And I will wait to hear a reply from St. Louis Bar and Grill and amend this comment if they...

After a long day, we stopped at St. Louis Bar and Grill in Keswick to pick up a food order totaling around $80. While the service leading up to the pickup was satisfactory, the experience quickly took a turn for the worse. Shortly after leaving the restaurant, I noticed the bottom of the bag leaking, soaking my pants and car with coleslaw that we hadn’t even ordered. Once we got home, we discovered that the mess was due to poor packaging, and to our dismay, our poutine side order was missing.

When we called the restaurant to explain our situation, I was initially hung up on as I tried to describe what had happened. A few minutes later, the same employee called back, immediately asking, “What do you want?” without any apology or concern—just an apathetic response. After explaining the situation again, another employee took over and repeated the same dismissive question: “What do you want?”

All we wanted was a simple apology and a solution, such as a credit for the missing food and the inconvenience caused. Instead, we were met with a complete lack of professionalism and no indication of basic customer service or a genuine attempt to resolve the issue. It seems they don’t truly care, which leads me to decide that I will choose other establishments for my hard-earned money in the future. Good customer service is crucial in the restaurant industry, and this experience highlighted...

Third and final time I'll ever Step foot in a st.Louis bar and grill. The Keswick location will always provide you an absolutely garbage experience. Last night my girlfriend and I went for dinner only to watch each other eat our meals separately. I ordered two pounds and When I asked the waitress if she could have the kitchen staff toss the one pound in dill sauce she said that they could not because they're to " high maintenance". When I'm paying for overpriced wings I don't care how "high maintenance" they are, they are more then capable of if finding a bowl and tossing the wings. When she brought out our cold food that didn't have the dill sauce on them, I politely asked her to take them back and have the kitchen staff toss them and warm my pitiful amount of fries. After waiting 20 minutes I went to the bathroom only to find the kitchen staff out front mingling with the servers. Finally my food came back and magically were they able to toss the wings in dill sauce. WHO WOULD HAVE IMAGINED!! The waitress never asked my GF if she wanted another drink. This all happened on a night where there was maybe 15 people present. Biggest waste of 90$, but I won't be making that...