The Keg Steakhouse + Bar - Sherway Gardens — Restaurant in Toronto

Subject: Disappointing Experience at The Keg

My friend and I were very excited to celebrate our birthdays early at The Keg. Unfortunately, our experience turned out to be quite disappointing.

To start, we were let down to find that the rooftop was closed. Then, we were both disappointed to learn that the menu items we came for were no longer available. My friend had been looking forward to the summer lobster tail special, but we were told it had ended the previous week. I had planned to order the back ribs, but was informed that they had been removed from the menu months ago.

At that point, we were ready to leave, but the manager came over and encouraged us to stay and try something else. He was very friendly and knowledgeable about the menu, and convinced me to try the salmon with honey glaze and recommended the crab tails for my friend. To my surprise, the salmon was juicy and absolutely delicious—I was genuinely enjoying my meal.

However, partway through dinner, I started to feel unwell for personal reasons and lowered my head, looking down at the floor while seated on the bench against the wall. That’s when I saw something truly shocking: a mouse came out from under the bench seat. I screamed, my friend called over the manager, he came over. I told him what I had seen. He simply said, “I’m sorry,” and walked away.

I was very surprised by how casually the situation was handled. I would have expected a more serious response. My biggest concern is whether this is a known issue, and what measures are being taken to address it. The Keg presents itself as a high-end establishment, so encountering a rodent during dinner was incredibly off-putting.

We decided to leave at that point. Our server was friendly and packed up our meals to go, although we ended up not eating them once we got home. While we were still charged for our drinks and appetizers, the entrées were comped, which we appreciated. The server told us this had “never happened before,” but to be honest, that was hard to believe.

Overall, we left feeling very disappointed and uneasy. Sadly, we won’t be returning to...

I came to this establishment on Sunday May 28th. I had a horrible experience and was suffered under what I believe was scrutiny of racial profiling. I was apart of a reservation for my friend’s birthday. My friend is 5 1/2 months pregnant and was very excited to be at the Keg as it's one of her favourite restaurants. Unfortunately, we were ridiculed and mistreated.

We had a reservation for 6:30pm. Between 6:30pm and 8pm we were only served drinks and house bread. Our food orders were not placed until around 7:45. By the time our food arrived, it was after 9 pm.

Our server was struggling with limited assistance which was evident by the constant mistakes of wrong drink orders and having to constantly come back and double check. I am not even sure how they expected one server to tend to a large group. As a result of this delay, my friend became ill from waiting so long and vomited several times. We understand delays do happen, however no apology or explanation was provided.

When the food did arrive, it was cold and tasteless. Many of our group did not finish their plate. I cannot believe I paid $90 for subpar, borderline abuse service. On top of this, we expressed our frustrations and we were met with unprofessionalism and was blatantly told by one of the staff to never come back. We tried our best to reason with the manager and the other employees who decided to get involved, again we were met with complete disrespect and I am traumatized and upset by this interaction.

Edit: One of the managers reached out shortly after my review and resolved the matter. Thank you as I appreciate the prompt response on...

Update Dec 28, 2024 I received an email from the General Manager Derek Booth with sincere apologies, and that I would receive a gift card for the inconvenience. I replied to the email indicating additional information. Two members of our table have mobility issues, and in an effort to avoid a scene, reluctantly moved to appease the manager who initially asked us to move. I asked Derek to consider an appropriate amount since all four of us were asked to move. To add insult to injury, I never received a response, and this week received a gift card in the amount of $50. WOW. Thanks for not listening or responding. I'll definitely avoid this location moving forward. You had one chance to get it right and you completely got it WRONG. Like your manager who asked us to move, you obviously don't care.

I reserved a table for four last week for December 11. Our server was ok, but towards the end of the night we were politely asked by the manager to move to another table so they could accommodate a party of 11. We reluctantly complied but it should have never happened and we should never have been asked to move. The service did not continue at our table and we didn't have an opportunity to refill any of our drinks, nor were we asked. The service ended immediately when we moved. To the Manager last night that asked us to move: That was inappropriate. I understand that it's the holiday season, but if there is a seating time limit at tables then this needs to be disclosed. I'm disappointed beyond belief. This was so rude. I'll think twice about...