Jack Flats — Restaurant in Key West

Jack Flats 509 ½ Duval St., Key West, FL 33040

3.5 Stars

Key West food is really, really bad. In the last seven years, the true delight to be found here is a restaurant that serves low-quality ingredients with superb execution. That is precisely what Jack Flats is, or at least is today. With 19 big-screened TVs peppering the place, their draw is the sports crowd. I am sure it is a great place to kick back, down a few libations and enjoy the sports ball on TV with friends and fellow enthusiasts. As with most self-styled sports bars, you don't come here for the fine dining.

Angie is the server, and while she started strong, she was lulled into complacency and uncaring by the end of the meal—obviously a sprinter. I asked Angie for one Jack Flats Burger and some of Jack's Fish Tacos. Awaiting Angie's return, I turned my attention to the bar. It was brimming with an overabundance of potent potables. As I surmised, one comes here to drink and take in some sports.

Angie soon returned with my order, taking pictures for y'all first; I got to work. What can I say about Jack Flats Burger? Frozen burger patty? Check. Mealy tomatoes? Check. Cheap Wonder Breadesque bun? Check. Look closer at that burger. When you see tomato slices that thick, it tells you they are cheap owners trying to fill you up with cheap ingredients to expand their profit margins as much as possible. That's not cool in the Big Boy's book. The side of tater tots was fried to perfection and fell on the palate with all the fanfare of deep-fried paste. This proves the point that, like most Southerners, I will eat anything fried.

Moving on to the Fish Tacos, as you can see, the Mahi-Mahi was blackened as requested, the sauce is artistically applied, and the rice and beans look wonderful. However, as is often the case in life, looks are deceiving. I don't want this to be a casus belli on my page, but if they had higher-quality ingredients with this cook, these would be off the charts. As it was, they were average at best.

Obviously, they had someone show up to work today, no matter how little they are appreciated, and knocked it out of the park. The food here is pedestrian at best and in the hands of an average cook, it is most likely terrible. Today, I got that exceptional line cook whose friends call him/her chef, but he/she knows they are not, but also knows wholeheartedly how great they are. Thank you for showing up today; you made my meal edible, if not enjoyable.

The Big Boy says, “This is average, but I'm going the extra ½ star for execution to the nameless, faceless, bon vivant who assembled...

EDITED AFTER RECENT VISIT: We revisited Jack Flats on our most recent trip to Key West this past week. (1/4/23 - 1/13/24) We had a MUCH different experience.

We were there to watch the U of M National Championship game.

They were packed and we waited awhile for a table. (during which time we were able to stand up by the bar for drinks and the hostess up front was friendly and communicated with us frequently)

When a table opened in the back, they asked us if that table would be "ok" as it was back by the restrooms away from the main area and the large screen (projection) TV in that area does need to be replaced (discolored picture, etc.), but our server and the great food & spirited atmosphere more than made up for the one distressed TV.

The restaurant seemed much more "put together" than it had on our last visit a few years ago. The new (I assume) manager was actively out on the floor helping his staff as well as their patrons.

We visit KW at least once a year and will visit again on future trips.

PAST EXPERIENCE: We don’t even watch the NFL anymore. Stopped by on our way back to The Marker. Loved the company (patrons) at the bar which kept us there, but the service was less than average (at best). When we gave up on getting another round from the guy behind the bar (it had been I’d say a minimum of 10 minutes with empties) we asked a (assuming since she couldn’t help us) bar back for to go cups so we could just cut our losses and leave. All of a sudden 2 bartenders (females) and I’m guessing an ill placed (female) manager surfaced. Female bartenders were on top of it. Manager could use a serious coaching. While my boyfriend became less than pleasant at this point, she escalated the situation as opposed to even attempting to engage, understand, and/or deescalate the situation. Poor management, period. Currently at a “dime a dozen” bar down the road watching the rest of the game. I get that she/he may think we’re a “dime a dozen”, but so are bars. Especially here. Might want to treat real customers better if you intend to have sustainability. Our 5th trip here in just under 3 years. Won’t be on our dance card next...

If I could give 0 stars, I would. I had an undercooked and extremely salty mahi sandwich, to the point where the inside of my mouth felt corse after just two bites. The server was excellent and immediately brought over the manager, Katie, to help. Katie was no help. Absolute worst service I have experienced at a restaurant. I politely asked for a substitution as it was inedible, and she snarkly replied with "I've sold 50 mahi sandwiches today, so I know this one's good." She refused the substitution with refund, and continued to insist that I pay for the sandwich if I wanted anything else off the menu in an extremely condescending and rude fashion. Then threatened to call the police on me. I agreed to pay, but couldn't even stomach the idea of having anything else from this place.

I'm incredibly impressed by how quickly that disgusting excuse for a sandwich has made my stomach turn. Must also be Katie's embarrassing excuse for customer service. Will never come back. Thanks Katie.

Edit

You're most welcome for the review, Sabrina. It’s quite unfortunate that you responded in such a dismissive manner. The issue was not about wanting free food, but about expecting a meal to be prepared correctly and edible. I paid for a sandwich that was neither.

Your response only reinforces the lack of customer care that was evident during my visit. While it’s great that you believe your kitchen does no wrong, it’s troubling that you dismiss the genuine feedback of your patrons. If multiple people at our table voiced issues with their food, maybe it’s worth taking a closer look at your kitchen practices rather than brushing off complaints with sarcasm.

Katie's response to my polite request was not only unhelpful but downright condescending and hostile. Threatening to call the police over a meal dispute is an extreme overreaction, and it speaks volumes about how little you value your customers' experiences.

I sincerely hope you take this as a learning opportunity to improve your customer service and food quality. Until then, I stand by my original review and will certainly take my...