Our Flames Restaurant & Lounge — Restaurant in Alberta

Went to our flames for my birthday with 4 adults and 3 kids. Ordered 3 appetizers and a meal for everyone.

Everything and I mean EVERYTHING besides one appetizer and my daughters mashed potatoes were cold. The bun on my sandwich felt like it had been sat by an open window, the lasagna was cold in a cast iron dish you could pick it up and hold the bottom for an extended period of time never having to put it down because it was that cooled. We had been there for 2 hours before receiving our food. We were not asked once for refills on our drinks and did not have cutlery. As well as our appetizer of garlic fingers with a piece taken out.

We ended up leaving with only the children sort of eating because they were so hungry we took our meals to go and probably won’t even end up eating them.

They did say they were busy and short staffed … fair but if you looked around they were not busy.

What I’m mostly upset about is how they handled the matter they said they would give a discount… on a 200$ they were offering 30$ off… their staff discount. I even asked if I were to leave all the food uneaten on the table they would still make me pay? She said there is nothing more she could do. I said I know there is more and I would still be dissatisfied with 50% off. We did in the end receive a 50% discount but I feel that was not very accommodating. I am so disappointed how they handled this.

The only reason I have given 2 stars instead of 1 is because I have enjoyed the service and food in the past.

In response:

I was understanding yes but I was not happy, heating up the food wasn’t even offered. Now you are slandering me saying I always complain for discounts? Your bold face lies speak for themselves. Do you think this makes you look good? I never complain I went with my family for my birthday because I was ranting and raving about your food and was thoroughly disappointed that we couldn’t even eat it. You don’t need to ask me to not return as I would not give you my business after your response and seeing your response to other reviews that are anything but raving. What a terrible way to treat the community! Completely embarrassing. Your staff was nice yes but I hope they don’t get treated like some of your unsatisfied...

I do not usually post reviews good or bad but I have now decided if I do not give the establishment I've visited my honest feedback they will not know how to improve themselves. Also by posting a review I hope the Managers and Owners will see it and pass the feed back on to their staff.

Our family went to Our Flames for Mothers Day. We had not been to this restaurant in a very long time so we were all excited to go. Our excitement was short lived once our order arrived. Two Steak Neptune's and one Chicken Cordon Bleu were ordered. These choices were made as they are favorite meals and we do not have them often. All three meals came out almost cold. Baked potatoes should arrive at the table hot enough to melt the butter..this was not the case. The Chicken Cordon Bleu was so over cooked that it was crunchy and very hard to cut and chew. As well the sauce that was on the chicken was more of a curdled hollandaise then a peppercorn sauce as described on the menu. The steaks were not cooked as requested. The Neptune that was on the steaks left all of us scratching our heads. Usually it is chunks of lobster and crab sitting on top of the steak with a hollandaise sauce drizzled over it. What was placed in front of us looked more like chunky "seafood " from a can. We did express our thoughts to our Server. Knowing it was Mothers Day and the restaurant was busy we thought our concerns would be taken more seriously but they were just brushed aside. A Manager should have come to our table and speak with us directly but that did not happen. We honestly felt that no one cared about the customers last night it was more the mentality of "Get them. Get paid. And set the table for the next seating." We do not go out to eat very often as it is very expensive. Last nights meal was planned and put in our monthly budget so to be so disappointed in the outcome makes me very sad. Again mistakes can't be fixed unless everyone knows they were made so I hope Our Flames will make a concentrated effort to improve upon themselves so another family does not the same...

DO NOT EAT HERE!! We went as a family to this restaurant for our daughters birthday. The service started good as the waitress brought out our drinks while we waited for our daughter. When arrived we ordered our food which the app came out nice and our salad and soup starters. Then our main food took a considerably long time which was ok and we were enjoying ourselves. When the food arrived we received 3 out of the 4 dishes and was told the other would be arriving soon Our food was all dry and crusty as it sat under the salamander for a considerable long time! We instantly notified the manager which he apologized and said he would comp our meals and offered to send new ones immediately our have us take them to go. We agreed to stay and our fourth meal came right away hot and good. We received our others in ten minutes and ate them( you could tell they were rushed). We ate it respectfully and when asked for the bill all our food was added to the bill. I replied that at least the three meals were supposed to be comped as the manager said he would. He came out and replies he offer no such thing. My wife was upset and replied that was not what you said. The manager made rude comments to us and a small scene was made. I ended up having to pay for all the meals as the manager and waitress were making rude smirks to each other. DO NOT EAT HERE. I never had such rude service before this. This was obviously the restraints fault with whatever caused the delays but in the end it made me feel like we did something wrong. Once again do...