Is 5hours acceptable to wait for Food? Even if its a special.

So where do I start, myself and family came to spur Ottery at around 4:15pm for their birthday special. As expected there was a long line which was expected given spurs popularity with there specials. We stood in a line which we expected to stand in for 1 hour for about 3hours, then when we finally got seated we where advised that the food would take 40mins. At this point we were all extremely hungry but willing to wait. 1hour later our waitress by the name of "mercy" (how ironic) tells us that we have to wait another hour to get our food because of how busy they are, now at this point we've already with over 4 hours for our food eventually at 21:20 our food arrives, but the food is cold which in my opinion means that the food was ready long ago they just didn't deliver which is ridiculous considering that we waited more than 5 hours for our food only for it to arrive cold.. too make matters worse not concession was given to make up for the long wait or cold food nor was there any apology or empathy shown for the delay. Overall the worst experience I have ever had from a restaurant as big as spur... I don't think I will be supporting them anytime