Keegan's Grill — Restaurant in Chandler

Ribs were tough and dry. So tough that I had to spit it out. I have never had worse ribs but the whole meal was rather sad-even the broccoli looked brown and old and tasted as much. The cheddar baked potato was like frozen hash browns drowned in watered down Betty Crocker Au Gratin sauce. For dessert, my 17 yr old orders the Keezookie-which as described sounded delicious, but when it came it was just a blob of uncooked dough in a container and some freezer burned vanilla ice cream that even fudge couldn't disguise. Called the restaurant to let manager named Jacob know how unappealing my meal was-he got very defensive and started telling me I must be wrong because they've been in business 25 years & he sells a lot. Very poor manager as he should have certainly not be the one to escalate a situation but rather deescalate situations. Jacob then hung up on me as his next example of a proper manager. As manager, you have to be able to take the heat but clearly Jacob is to thin skinned & chooses his own ego over keeping customers. I wouldn't even give the rating of 1 if I had a choice of less.

RE: Owner's Reply

I feel so sorry that you are so immature in dealing with any criticism of your restaurant because every negative experience reported from google to yelp, is met with a hostile and defensive response or mostly you don't bother. I advise patrons to scroll through reviews. If you have no problems then why do you never treat 1 customer who had an unpleasant experience with anything but hostility? You should take it and make yourself better-it's called feedback! Life isn't always good and neither are all of your meals or reviews. I had to write a long review describing my experience because your manager wouldn't listen for 12 seconds and immediately hung up on me and I had no contact with anyone in your restaurant so I don't know who you could've talked to unless Jacob is your only employee. I simply informed him that it was not satisfactory. I didn't raise my voice, didn't ask for money back--nothing. In fact, your manager who heard not what was being said but just heard a complaint screamed, "I'll refund your meal" and hung up on me. I was never refunded. Now, I am a professional and if I was the manager, I simply would have said, "I am sorry you didn't enjoy your meal as our food is usually always excellent but maybe you got a rare tough one. May I comp a dessert for you? I hope you'll try us again". HUH, imagine how nice and simple that...

Pros: The menu doesn't just include the same old boring upscale bar fare, all day Sunday happy hour, and a dog friendly patio. Also, they have an incredible, often-changing craft beer list. Tons of local options as well as hard to find cult faves from all over. Think Stone, Bells, Mike Hess, and Oskar Blues. Truly, the beer list is quite the pleasant surprise at this place!

Cons: Service was seriously lacking on this particular visit, and several recent reviews suggest this wasn't a one-off. We had an odd experience here last weekend, causing the 3 star versus 4 star review, which I will detail below.

Came for Sunday happy hour, which is great! Food all day, drinks from 3-6:30 I believe, in the bar and patio only. They have a HH food list of small plates spanning everything from typical apps to grilled salmon and even ribs. We shared a queso app, the small Calihan Cobb salad, and Dynamite Shrimp tacos, all pretty good.

It was just before 6pm, and we had a corner patio table. Almost immediately after our dinner arrived, the misters shut off (I assume they're on a timer, we never asked). There were 3 nozzles positioned directly over our table, and they all started dripping heavily. No exaggeration, half dollar-sized splatters, and there were 3. Our napkins were soaked pretty quickly, and I was scrambling to cover up our food and drinks. A few minutes later the server came to check on us, and while she did help us move to a new table, she didn't seem remotely surprised by the misters, and was also not at all apologetic. We are patio and happy hour connoisseurs, and realllllly laid back, but here's the thing - NO WAY are we the first table this has ever happened to. Surely they know this is a bit of an issue. Reposition the tables, don't seat people along the perimeter when it's getting close to shutoff time, or at the very least apologize when your customers are getting soaked!

Our server had been only so-so all evening, and a nearby table was unhappy with theirs as well, so maybe we were being a little more sensitive to the situation than we otherwise would have been, but this left a bad taste in our mouths, and we definitely will not go out of our way to return...

Make no mistake, we have no issue with the food here. It was excellent as always. However, the service was iffy, and our experience overall simply unacceptable. My sister in law, who lives in Chandler and eats at Keegan's often with her husband, took the time to call ahead and make a reservation for our party of 5 including my father in law, who uses a walker and is over 90. Although we were eating early, at 6 pm, we had a special seating request due to the walker and to try to make things easier on my father in law. We arrived just before 6, only to find that someone had just given our table away. The hostess and another young man at the desk told us the manager had done this by seating someone that arrived before us at our requested table. Keep in mind there is no seating for people waiting for a table at this establishment. I had to request they bring a chair over for my father in law. Then we were offered a booth, which we declined. They ended up seating us on a table for 4, with an extra place set at the end. So, we were stuck out into the aisle. I prefer booths most times, but this was not one of them. We were assured that once we were seating, the manager would come over personally and talk to us. He never did. An apology would have gone a long way to fixing this inconvenience. Since I am not a regular customer, I did not feel it was my place to "remind" the staff that we were expecting a visit from the manager on duty. As other members of the family are regulars at this restaurant, I didn't feel it necessary. He never came by. Not once, not even to ask how things were. Being from Dallas, with more restaurants per capita than most cities, I fully expected that either our drinks or desserts would be comped. The waitress brought the check, which was well over $100, with no discount at all, save the beer we sent back because we didn't like it. I would say that the manager on duty needs to go back to receive training on how to manage a place such as this. Yes, it was busy. For a restaurant at 6 pm. But our experience, with no apology to boot, was absolutely...