Kyle C.
Google
I’ll start by being clear that I’m not a regular. And I don’t take making negative reviews on small businesses lightly… But I do go here a few times each year because of their sponsorship of a sports club I’m a part of. Unfortunately, in the years I’ve been going here, I’ve never, literally not once, had a positive experience with their service. Most often when I’m at Spitfires, they know that a large group is coming, yet they are understaffed and make customers wait in double-digit-people-long lines the entire night. When my wife and child aren’t with me, because I’ve worked in the service industry, I can handle poor ownership and management decisions to understaff because I know it’s not the working staff’s fault. But recently, a different level of incompetence led to me actually leaving this review. Recent, we arrived just after 6pm for a celebration of life. Spitfires knew to expect a large crowd. This was made clear by the wait staff when we walked in. We also knew they should be expecting a large crowd, so we immediately put in our order of both drinks and food. Over an hour later, our waiter had not interacted with us at all, so we had to go seek out kitchen staff to ask whether we would actually be getting our food or not. At that point, and again this is by our own searching, we were told by the kitchen that they were out of the items required to make our meal; mind you, our request was a part of their standard menu, not something obscure or special. Not once in those 70+ minutes did anyone come to our table to tell us they couldn’t make the food we ordered. We watched tables around us continually getting their full orders. And when we let the kitchen know they could cancel our order, all of a sudden the wait staff finally came and found us to make sure we paid for two beers — not once apologizing or offering anything to compensate for the terrible experience we’d clearly had. So yes, we paid despite the once again horrific experience, but the utter incompetence every single time I’ve gone here is mind boggling. While the poor service has ruined my experience every time I’ve been to Spitfires, this last time was an entirely new level.