Cory A.
Yelp
I just left my first visit to KeKe's with my family, and unfortunately, I left very disappointed--mainly because of the customer service.
I ordered the 2-egg scramble bowl with grits and added bacon. I hadn't eaten anything all day, so I was really looking forward to this being my first meal. While the food overall tasted fine, the eggs were cooked hard--completely overdone--despite me simply requesting scrambled eggs. The texture and flavor of the eggs overwhelmed the entire bowl, so I asked if I could have the dish remade.
Our server, Mikayla, came back and explained that it would take longer since they had to make fresh grits. As we're getting our food after closing. I told her not to worry about it--as I didn't want to eat much later than my family, who had already started their meals. She insisted, so I agreed to wait for the replacement.
When the new plate came out, the grits were undercooked--still hard and clearly rushed. Grits require time and care to prepare properly, and it was obvious they hadn't been cooked long enough. When Mikayla returned to ask how the food was, I told her honestly that the grits were hard. She immediately raised her voice and said, "Oh my god, okay well I'll get it taken off." Then, from the kitchen--where we were seated nearby--I could clearly hear her raise her voice again, saying, "Well we have to get this taken off anyway," followed by more inaudible remarks.
Up to that point, my experience was okay. But the way the situation was handled was completely unacceptable. A simple apology and a calm, professional response would've been appropriate. At the very least, a manager should have come out to check in or acknowledge the issue. But no one did.
This wasn't a complicated order--just eggs, grits, and bacon bits. It was my first meal of the day, and I left frustrated and still hungry. I would like to return and actually try the food under better circumstances, but I sincerely hope the service is handled with more care and professionalism next time.