The Keg Steakhouse + Bar - Mississauga Heartland — Restaurant in Mississauga

May 5th - I just want to share my extremely poor and utterly baffling experience at the Keg.

To preface, I've been here multiple times, and have been serviced by multiple servers and it's been a fine time. Those occasions would genuinely warrant 5 stars. This night, however, was just awful.

My wife and I entered the Keg at about 8:55. We were promptly seated in the lounge and given our menus. The server took our orders; we both opted for the burger. My wife has dietary restrictions so she informed the server that there couldn't be any dairy in her meal. She returned with our drinks and complimentary bread at about 9:07. Things go awry at this point.

As customers walk in after us, my wife notices that these individuals were receiving their meals before us. I wasn't entirely shocked to see this because so meals don't take as long to cook, particularly steak. At about 9:35, I asked one of the servers (not ours) where our meals were. She said "oh I think they're almost ready; I saw it at the window. I'll go check on it." She returned quickly but with meals for the couple seated next to us. No update from her about our meals at all. Ok, I thought, something's not right.

Moments later, an employee in a black suit walks over and starts inquiring about my wife's dietary restrictions. It was at this moment that I knew they screwed up. We've been waiting for about 40 minutes for our dinner. How are we being asked about issues with the kitchen meeting dietary restrictions so late? Typically, that would occur fairly early in the cooking process. Therefore, the obvious conclusion is that they just started cooking our meals. We waited a couple more minutes and we just went to the front to pay for the iced tea that we actually did receive.

The hostesses at the front were empathetic. The employee in the black suit (who might have been a manager), not so much. He was talking about something to do 2 six people groups at different tables having different bills or whatever. He was far too into this upcoming reservation to care about the fact that two of his customers were leaving without their food being served. The hostesses let him know what happened - that we'd been waiting for an excess of 40 minutes and we want our bill. He said, "Oh no, 40 minutes? Go get some other person to prepare a bill for the drinks." Then he proceeded to continue his rambling about this upcoming reservation. We waited and waited for this bill to arrive. We reminded a hostess that we were waiting to pay. She said that somebody was on their way to check us out. I kid you not, we waited maybe 5 minutes before the same employee in a suit, who was definitely a manager, waved us off and said we can leave because the drink was just an iced tea.

I felt like a second thought. It was just a strange encounter....

We visited this location 3 weeks ago and returned tonight expecting a better experience.

Unfortunately, this time may have been worse.

Three weeks ago, we went to this location as a family. I am a big fan of the Keg and a long time customer of their food and service. I had ordered a 12oz top sirloin steak Chicago style medium. The steak arrived, and it was well done, like really well done . The waiter took it back and ordered a new one. The manager came by and advised us that they ran out of 12oz steaks and offered an 8oz filet. Shortly after, we were advised that they found a 12oz New York steak and were cooking it. In the meantime, my 8yr old son told me that his steak was spicy. I told him that the steak wouldn’t be spicy and I tried a small piece and was surprised that it had been doused with steak spice so much that it was actually spicy. Again, we advised the waiter and they offered to replace it but at this point he was full. Twenty minutes later, they brought me a new steak and platter, and this time it was perfect. The manager apologized and compensated my meal and gave us desert. This was acceptable.

Tonight we went back. I ordered an 8oz sirloin, this time medium so that they don’t mess up the Chicago style. They brought my steak and it was rare. They took it back and replaced it 15mins later with one that was rare again. They took that steak back, overcooked it, and brought me a medium well steak. The waitress was really nice, but she had long hair parted to the sides and when she served me the re-cooked steak her hair flipped right onto the steak as she leaned forward. She pulled it off and served the steak to me despite what had happened. I was turned off from the steak, so I decided to not eat it. My sister mentioned to the waitress that her hair was falling over everyone’s food, she laughed and said I know, but as long as it’s not touching… it went totally over her head. She shouldn’t be serving tables with her hair like that, it should be at least tied back. It was falling over food and drinks for the other tables as well.

As you can see in the pictures when they took my steak, and then brought the new one… it was full of blood, more blood on the plate than my wife’s medium rare steak.

The waitress agreed that both steaks were messed up and told us that the manager said they would compensate everything that I had ordered. A nice gesture again, but totally ruined my experience otherwise and I did not get to enjoy a Keg steak.

Obviously there is poor management at this location. I love the Keg. I still do. But, I will never return to this one as they are a mess. Someone needs to teach the kitchen how to cook.

The only reason I’m giving 2 stars here is because they tried to fix the situation. The food and kitchen...

My husband dined in this location before, he loved the location and service, so we came for dinner as well, but our experience wasn’t that great this time. His birthday was a few weeks ago, so we finally got a chance to come have a dinner and enjoy our evening (nobody asked if there is any special occasion which other restaurants do) but it wasn’t that great.

We started the night with 2 mojitos and fried calimary to share. The drinks were not balanced at all, tasted more like lemonade than a cocktail, calimary was ok, the sweet sauce was very nice, but the other white sauce was kinda fermented, so not sure was it meant to be that way it was it off.

For main course I choose prime rib with twice baked potato which was my favourite part of the whole meal. Prime rib was good, horseradish was super strong, but a very nice addition to cut a heavy meal. The sauce I found too bland for my taste and crispy onions tasted too much of fryer oil. My husband ordered fillet mignon without bacon as he is Muslim and he made sure that request was heard by the server. He ordered extra grilled shrimps and mashed potato. As the dishes came we were super exited and dug in right away but only moments later I looked at my husband’s plate and saw that his filet is wrapped in bacon. By that time he already had a bite without realizing it. It took a few minutes to call the server but he apologized and said he will be back with another filet for us. It was quick, maybe just like 5 min wait and the plate was delivered, but it was just a super fast grilled piece of meat that didn’t even look like fillet mignon (little round piece that you normally see in any restaurant serving filet mignon). I believe it was a service manager who also came to check on us and explained that this is a quicker cooked piece of meat and it’s all good. But for us it was a bit disappointing when you come to a restaurant calling itself a steakhouse and delivering anything less than a perfect steak.

Overall the most enjoyed items we found were prime rib which was super tender, the side potatoes, grilled shrimp and the bread to start dinner with.

The location was big, everything seemed clean but to my understanding allergies and special requests from the guests should be heard better and taking into consideration as serving bacon to a Muslim is a big mistake.

To make up for the mistake the drinks were taken of the bill which is a nice effort, but does it really make any difference... I believe it could have been easily avoided and a bit more attention paid to the guests would have been appreciated especially on a slow...