Keg & Kitchen

It's difficult to write this review as this location has such promise but truly seems to be struggling to figure out how to resolve it's challenges. We've dined here multiple times and each time something else happens that makes you think they're trending in the wrong direction. Collectively the issues seem connected to who's making decisions. Tonight it started with 3 of us being seated and hostess not noticing that there were not enough place settings (not resolved during the entire meal). After 10 minutes we were finally greeted and drink order taken. It was explained that they have a new system that was challenging for all staff (the first of many times that the new system was mentioned as the reason for challenges). Waters were then promised but never arrived through the meal. First round of drinks arrived as we reviewed the menu. After food order was placed, we requested a second round of drinks. We finished our first round before the appetizers came out. We finished our appetizers before waitress checked on us. Then the waitress brought out the second round of drinks. Again, the new system was blamed for slow drink service. It became clear that the waitress had a section that was split between the two farthest ends of the restaurant. Poor planning and decision making. Entrees came out but again we were done our drinks and ate without beverages. We were trying to have a no stress evening and would have normally just paid and left. However, once the check came out, I noticed that I was charged $2 for the tonic in my gin and tonic as well as a separate fee of $10.50 for the gin... as if each ingredient was itemized. I looked for the server to ask for clarity, but after 10 minutes I approached the bartender. The bartender first responded that it was not her check and that she couldn't help but then responded that it's the new system that charges a separate fee for each mixer. I must have looked confused because she immediately responded that she understood my confusion and that she encouraged me to share with management. A few minutes later the manager came out and explained that the new system charges the separate fee but that they would remove it from the check. I explained that these little inconveniences (all mentioned above) seem to increase every time we eat there. With that the server returned with the updated check removing ther fee for the "mixer" (i.e., the tonic in my gin and tonic). I explained that I don't like to complain and was once again told that the new system is causing these challenges and that I could post a review on Google... hence this review. Then it got even more weird. As I handed my credit card to the server to pay, my card was swiped table side and I was handed a tablet to enter my tip while the server stood next to me. This reminded me of a Friendly's type experience. When I commented to the server, I was told once again that paying on the tablet was part of the new system. This place has all the potential but whoever is making these decisions and overseeing the operation is slowly killing it's potential for sustainability. There's too much competition in the area so keg and kitchen needs to address these issues or risk becoming even more mediocre and then closing in a year or two.