The Keg Steakhouse + Bar - Windsor Riverside — Restaurant in Ontario

I'm not sure what's going on lately with this location. Every time we travel from Toronto to Windsor we always dine at this specific Keg Restaurant because it's right next to the Holiday Inn

FACTS : My wife and I run a very successful law firm in Toronto and we always recommend this specific location until tonight. One of our guests that worked with us. Ordered the rib steak and it came out completely burnt. So badly, she could not even chew it. Our waitress decided to replace the stake well. Half of the steak with a sirloin, a very small sirloin steak. When we ordered the most expensive steak, the Rib Steak. Are you joking me? When I confront my waitress and after why she replaced it with a low end stake when we ordered a high-end quality steak. Our waitress Fawn...said to us that's what her manager told her to do. Rather than argue for us Would she know what she was doing was wrong? She simply said, that's what her manager stated. Well that's where I got involved.

I called the manager over and explained to him. How can you replace a $65 steak with a $18 steak when it was the Kitchen fault at the steak was burt?

He absolutely agreed ! The manager's name was Corey. He not only was apologetic, he replaced the steak meal with a new $65 rib steak and didn't even charge us for the steak.

Explain to me why my waitress couldn't do the same thing that I did simply explain our situation?

PART # 2 Along comes an articulate, polite well mannered, classy hostess named..LUCIA. She spent more time with us correcting our situation than our actual waitress, and this young lady was only a hostess. My waitress disappeared completely. I could not find her for OVER 15 minutes after I told her what the problem was. This waitress should have been more attentive to my situation rather than disappearing and not wanting to deal with the problem. Ironically, this hostess Lucia, who is not even our waitress, took care of everything for us. Made sure The mattress got involved made sure. Their meals were sent out properly. Checked on our table 4 times in 10 minutes !! Yet I still cannot find my waitress...Fawn... Completely vanish didn't even check on us. I asked Lucia why she was not a waitress. She says she would love to be, and that would have to be management's decision. Well, let me tell you, I spoke to Corey. And the general manager gave them both my business card from the law firm and said that this is one young lady. That should be a waitress because she actually cares about your customers. I'm sure my waitress Fawn is a nice lady but the way I was treated, it seemed like she didn't even care. Why would she disappear for over 15 minutes knowing I have a problem, and why do I have a hostess, who's not even my waitress care more about my meal and my service? Did you know how many times Lucia apologized on behalf of my waitress and the service I was getting? I hope had office and the general manager of this location. Reads this review and promotes good people into better positions. Lucia... No question would make a fantastic waitress and she's wasting her skills as a hostess. She cared more about my meal.More about the service I was getting and checked on me more than my own waitress.... Unbelievable ! To Lucia... I spoke to your general manager, and I alsospoke to the assistant manager Corey, where I left both my business cards, commending you on a fantastic job and you just saved a long term customer who will now be returning because of you, and you only. I hope the next time we return in 2 months. You are now promoted to becoming a waitress, because you deserve that position more than anybody that I have seen there. To my waitress Fawn... The next time you have a situation with a client, we're a customer. You don't run away from the problem you attend to it, and you didn't even have the respect or the class to give me the bill yourself, you sent somebody else over. You didn't even ask about our experience or apologize for disappearing for 15 minutes.... knowing it was a situation.

Mark Anthony Area...

My partner and I tried to visit The Keg Steakhouse in Niagara Falls on 5/20/23. We had a horrible experience that ended up in us just leaving without getting any service in the slightest. After leaving a review and being asked to forward my review on, the Guest Services Manager, Chris, reached out to ask more about what happened. They were extremely professional and apologetic and took pride in making sure the staff were properly educated. As we live in Michigan, we were encouraged to try The Keg Steakhouse in Windsor with a gift card, which was much appreciated. I did not get around to it at the time, but I am leaving my long overdue review after we actually got to dine at The Keg.

On December 10, 2023 we went to The Keg Steakhouse in Windsor Riverside. We made a reservation as we were celebrating our recent 2 year anniversary (now about to be 3 years). We didn't say all of the details of what transpired that lead us there. We didn't want to get "special" treatment. We just wanted to experience The Keg as normal as we should have experienced in Niagara Falls.

Our waitress was Jacinda and she was fantastic. I couldn't decide on what soup to order so I told her to surprise me. She didn't just surprise me, she took a poll from the back to see which soup she should pick for me. The majority differed from the soup she was going to pick so she went with that one instead. And I absolutely loved it! And I loved that she took a poll to make sure I got the best choice for that night. Tommy, I believe he was a manager of some sort, also helped us on our visit. He was phenomenal. I didn't end up liking my dish and while my partner ended up trading dishes with me, Tommy made sure I knew it was absolutely no problem to make me something else. He also brought us a delicious appetizer on the house to make up for it.

While I didn't love my salmon (I love salmon in general, the texture just wasn't for me on this one), the creativity was something you don't see offered anywhere and I absolutely loved the sides it came with. And my partner, who doesn't eat salmon, was a fan so that speaks volumes. I ended up eating his filet after we switched and that was some of the best steak either one of us has had. And again, the sides were so tasty. Things slowed down towards the end of our meal, but spectacular service all around. Thank you so much for a great experience. I'm sorry it took so long for me to leave my follow up review, but we would definitely go back and visit The Keg in...

I have given a 4star overall, even though this place went above and beyond on all aspects and my expectations. The only reason for this is a person/incident that marred the dinner, or almost did so. He was a server named Matt (not sure if I spelt it right) whose uncouth, biased and abnormal behavior with me brought “The Keg’s” grandeur, name and value to absolute shame, atleast in my eyes. I am glad this was short-lived since the situation was amazingly handled by 2 gentlemen Alex and Spencer (there was a 3rd person too, my apologies I can’t remember his name), based on my request. Alex and Spencer exemplified professionalism, alacrity, grace and a level of service exceeding the expectations from a place like “The KEG Steakhouse”. I want to thank these gentlemen from the bottom of my heart and more importantly, for making sure that the family dinner over a convocation ceremony was well spent; especially since it was a first time visit for most of us, visiting this place. Everyone can have bad days or distractions in life but doesn’t mean you carry the baggage around or spew on others as per your bias; in today’s world of extreme competition and abundance of resources, it may augur well for people like Matt to seek industries outside customer service.

The food and ambience here is exceptional. The steaks are phenomenal and people(well most) who run the show resonate perfection and grace. I would love to revisit any day. They also have a fantastic riverfront which sets the tone up a few notches for a perfect evening. There is a parking garage from where you can directly walk into this place. Had it not been for that one unpleasant intrusion/experience, this place deserves nothing less than 2x...