Matchwood Brewing Company — Restaurant in Sandpoint

Such a shame. What could have been. One of the worst customer service experiences ever in any dining establishment. 4 people out of our 12 person order (mind you we were with hungry kids) got their food which was absolutely amazing! The rest of our party however took 20+ minutes for us to ask where it was (the first 4 had already finished their dinner). We had asked 2 separate staff members where our order was and they said they would check. 10 mins go by and still no food or indication of what was happening. Staff lied and said their “fryer had a problem” while some of our first orders needed a fryer... During this time while inside, one of our party overheard one of the staff near the kitchen JUST THEN putting in our order saying our order needed to be rushed as it wasn’t even started yet. This was 1/2 hour after the first 4 had gotten their order. They could have just been honest saying our order got lost. Then they “made it up to us” by offering 2 free ice cream cookie deserts which they brought out to us in 85 degree weather not 2 mins after they finally brought our food order. Would have melted had we not asked them to please keep it in the freezer until the rest of our family had finished even eating. We then had to ask to get the ice cream sandwiches after we all finished dinner even though those were meant to be a “sorry for our mistake” thing. Brought enough for 8 out of our 12 person party. Again, GREAT food and great atmosphere. We were all prepared to purchase shirts and other merchandise after our meal (which we ended up not doing) We get it, mistakes happen but this review is about staff and the handling of an obvious mistake and how there are so many other ways of handling it better....

I am not sure what all the good reviews are about?We went tonight after hiking&enjoying the woods!We walked in and grabbed our own menu's.Nobody told us to seat ourselves.Finally somebody told us to sit wherever we want.We sat down&were waiting for a server to take our order.After waiting for 15 min I walked up to the counter&was told to order at the counter.I got everyone's orders,ordered and went to sit back down.I was then told if I have cash I have to pay before we get our food!?I heard the cashier telling another customer they don't get much tips!?WHY would somebody tip BEFORE they have ate their food to know if they liked the food?To pay almost $80&have to walk from your table,order your food,get your own napkins&your OWN WATER from a plastic water dispenser is insaine(Also,their soda is $2 for a small 12oz can..No refills)My mom got the loaded tots,her tots were BURNT!I got a pretzel..it was SO Small&FULL of salt!?My daughters waffel meal was one of those waffels you buy from the stores in packages!?It seemed like it was just microwaved&thrown on her plate.Im used to going to a "Nice" place like that&having a server to ask you "How's the food!?" "Can I get anything for you guys,more drinks?Water?"&Definitely come8ng to your tableand taking your order,anot walkjing back and fourth..I wouldn't recommend going unless your ready to serve yourself,pay before you eat&Not have any comunication with the people who work there other than when your ordering your food!? We %100 will never go again&I will let everyone I know not...

This place has SO MUCH potential so be amazing. Great location, great aesthetic, great menu,intriguing and fun. But THE SERVICE..yikes. I have tried on 3 separate occasions to give this place a chance. I have never been assisted right away. Last time it took about 10 minutes and patrons that saw us standing there actually got up to help us before we were helped. When we had a table established the waitress asked us to wait until she wiped it, then left us standing there as she cleared and wiped an entirely different table as people had JUST gotten up. It then took 25 minutes for her to return for the food order and I think our food order was forgotten at first because 2 tables that sat after us got their food first. The server did not serve us but kitchen staff did, and our food was cold. I had pork tacos (I’ve gotten them twice) the first time they were amazing. Second time they were dry and disproportionate. The worst part, when we were done we paid cash on the table and went to leave, the waitress came running out to the parking lot and yelled “Are you gonna pay?” Super loud in front of everyone which we advised it was on the table. (Why would you not glance before accusing and chasing someone) this made us feel profiled, even though we were both clean and dressed nice. Even with bad prior experience(s) at this location I think with different staff this place would be a Gem. (Pictures are...