Captain D's Customer Service Issues

I had an issue with my food order. I ordered a 10-piece family fish meal with broccoli, okra, and hush puppies. Additionally, I ordered a 6-piece chicken meal which included hush puppies, slaw, and broccoli. I also got two funnel cake sticks and a piece of strawberry cheesecake. When I got home with my order for my family, I found a 6-piece fish meal with green beans and shrimp that we don't eat. Instead of the chicken, broccoli, and okra I ordered, there were green beans, and the fish seemed old. I only received one funnel cake stick instead of two and no chicken, broccoli, or okra as ordered. There was also no receipt in the bag. I spent over $40 and got almost none of what I ordered, which was disappointing as it was for my family's dinner. I would like my meal replaced or a full refund promptly because this mix-up was unacceptable and quite frustrating for me and my family. I hope the issue can be resolved promptly.

I visited the Newport News, Virginia night service location, a place I've been dining at since [redacted]. Unfortunately, the service for loyal customers like myself needs improvement. Despite only one vehicle in line behind me, I was put on hold for half an hour. When I inquired about the closing time due to the pandemic, two employees ignored me until one reluctantly took my order. As a wheelchair user rushing to work to support veterans, I left feeling disappointed and late. I hope management addresses the customer service issues in this area. I chose not to speak to a manager out of fear of inaction. Thank you, Anthony. Contact me at [redacted]

I had an extremely poor experience at the Elida, Ohio location, Store #[redacted], tonight. It was the worst service I have ever received at a drive-thru. It took 20 minutes just to place my order for 4 dinners. The staff seemed confused about the order, and it took a total of over 1 hour to receive all the meals. The communication was poor, and the service was disorganized. I had to go through the drive-thru twice due to missing items in my order. The staff was unapologetic and seemed inexperienced. The whole ordeal was frustrating and inconvenient. The manager's response to our issue was disappointing. This whole experience was unacceptable, and I will not be returning to this location. - Carl M.

I reside in Jacksonville, Alabama, and we have a local Captain D's in town. I have been purchasing bags of their crushed ice daily ever since they installed the crushed ice machine. Today, I was told that once they run out of bags, they will no longer be selling ice. I am puzzled by this decision as I spend around $70 a month buying ice from this location. While I understand it may not be a significant amount, considering the low cost of producing a bag of ice versus the profit margin, it seems like a profitable venture for Captain D's. I believe this matter should be brought up with the general manager because it appears that the only reason for discontinuing ice sales is due to inconvenience. This seems insufficient to justify stopping a profitable service.

I recently visited a drive-thru and placed an order for over $50, which unfortunately was missing the macaroni and cheese I had paid for. When I returned and tried to get their attention, they seemed more focused on their phones, including the manager. After explaining our missing item, the staff member had an attitude and attempted to give us a smaller portion instead of the one we paid for. Despite showing them our receipt, they doubted us and even laughed at us. The behavior of the manager and staff was extremely rude and unprofessional, making the experience at the Pooler, GA location very unpleasant. It's disappointing to encounter such poor customer service when all we wanted was what we paid for. I will not be returning to this establishment.

On October 28, [redacted], I had a disappointing experience at the Captain D's location on Madison Blvd in Madison, AL. I visited in the morning and encountered rude customer service. The person who took my order and the one who gave me my food were both unfriendly. The chicken seemed old and the service was below par despite the tasty fish. I appreciate good food and service when paying a premium. I hope the management addresses this issue, as customers deserve better treatment. I was also unable to address another matter as the staff member closed the window abruptly. In my opinion, kindness and respect are essential in customer service. I believe Laprosha, possibly the employee who handed me the order, requires training on courtesy. I kindly request a refund of $8.49 for my unsatisfactory experience. Thank you for your attention to this matter.

I recently visited the Tuscaloosa location and placed an order shortly before closing time. Unfortunately, we weren't served and were asked to leave as the establishment was closing. I've never experienced such disrespect at a restaurant before. Despite ordering 20 minutes before closing, most items were unavailable, and we ended up spending over $30 on subpar food. The employees seemed eager to leave, and even the manager was unsure of the store policy. I later learned from the area manager that we could have stayed past closing time as per policy. The whole experience was incredibly disappointing and left me feeling insulted. After enduring 30 minutes of rudeness, my companions (ages 59 and 61 with health issues) and I decided to leave. I have a receipt documenting this incident at the Tuscaloosa, AL location.

As a long-time and regular customer, I purchased 2 fish and chicken dinners on March 28, [redacted]. These dinners are special treats for my husband and me. I usually order them along with other items. Unfortunately, my closest restaurant, which is typically not very busy, often runs out of my favorite Sweet n Sour sauce. This time, though, they had it, which made me happy. However, they were out of mac n cheese. When I got home, I discovered that both meals only had fish in them, with 2 pieces in each. I visited the next day and explained the situation to the manager, asking for both dinners to be replaced. The manager said they could only replace missing items from one dinner, which meant I would pay for a fish and chicken dinner but receive only a 2-piece fish dinner. Despite my efforts to support them during COVID, I was left feeling very disappointed with the customer service.

I visited the restaurant on Baker Rd. in Acworth, GA. I ordered the crab cake, fish, and shrimp, but my fish was cold in the middle, and my shrimp were cold as well. Upon complaining to the lady at the front, she said she would cook me another piece of fish. However, it took them 25 minutes to get the new piece of fish, and since I had an appointment, I asked for a refund. The manager refused and was rude, which was upsetting for me as an elderly three-time cancer survivor who cannot risk eating cold food. Furthermore, the bathrooms were dirty. This place used to be my favorite, but now I'm unsure if I will return.

My daughter and I visited the Captain D's on South Golster Street on 6/18/21 at 3:16 PM. We ordered two 3-piece Country Style Dinners for $7.59 each and a medium drink for $2.19. After being asked to pull up, we waited 15 minutes only to receive 2 pieces of fish. I called multiple times but struggled to reach the manager, and when I finally did, I was put on hold for another 20 minutes without anyone addressing the issue. Additionally, the string beans I ordered for my daughter were excessively salty. We were disappointed when the restaurant burnt down but were hopeful upon its return, only to receive the incorrect order. As someone on a fixed income, it's disheartening to pay for something we didn't receive as expected.

On Sunday, August 15, [redacted], my family and I visited the Captain D's restaurant in Porter, Texas around 1:00 PM. After traveling from Cleveland, Texas post-church service, we were disappointed to find a lack of adherence to safety guidelines. Inside, there was a small child, approximately 4 years old, behaving unsupervised by climbing on counters and touching items. The staff, an Oriental lady, and a young man, did not wear masks. During our meal, the child went to the restroom unaccompanied, raising concerns about hygiene. Additionally, an older child behind the counter mishandled cups and other items. This behavior, especially amidst the Covid-19 pandemic, was unacceptable. Despite spending over $40 on food, the experience was marred by these issues. If such incidents continue, regrettably, I will not return to the restaurant. The 30-mile round trip we make weekly for dining at Captain D's now seems reconsiderable. Consideration for a refund seems warranted given the circumstances.

I placed an online order on Saturday, 9/18 for the Stockbridge store on Hwy [redacted]. When I arrived for curbside pickup, they claimed there was no order on file for me. I displayed my order confirmation on my phone, but the staff seemed unsure of what to do. They mentioned they were out of the shrimp I requested and then suggested substituting it with the seafood combo plate. Meanwhile, I overheard through their headset that their system was down. It appeared other customers were also experiencing issues as cars drove up to the speaker and left without receiving orders. Upon returning home, I found the fish to be rubbery instead of its usual crisp texture, one of the crab shell items was missing, the potato seemed stale, and the hushpuppies were old. Unfortunately, we were unable to consume most of the meal. I understand the challenges of short staffing, but honesty about the situation would have been appreciated rather than sending me home with inedible food. Thank you, Linda T.

I have recently placed three online orders at this establishment. Unfortunately, the first two orders were not ready when I arrived, resulting in a 15-minute wait each time. Even after I reached out to Customer Service, I have not received a response yet. Today, I ordered grilled whitefish to be ready at 11:12 a.m. When I arrived at 11:14 a.m. and called, I was informed they didn't have whitefish available. The explanation that they couldn't reach out to me before I arrived due to it being an online order seems questionable since they had my contact details during the order. Disappointed by the mix-up, I decided to leave without waiting. My credit card hasn't been refunded for the erroneous order. I am dissatisfied with the service and seek an apology and assurance that this won't be repeated. It would be beneficial to train the staff to better handle such situations.

I purchased a meal that included 2 pieces of fish, shrimp, cole slaw, string beans, and hush puppies as an extra. Unfortunately, the fish seemed like it had been under a warming lamp for a long time as the edges were very hard. It was difficult to eat, and a portion of it was inedible. I also found the shrimp to be undercooked. I believe the quality of the food should have been better, especially for the price I paid. I would like to either receive a free replacement meal that is properly cooked or a full refund.

During a recent visit to Captain D’s in Boaz, Alabama with my daughter, we experienced a delay in our online order pickup. Despite being initially told to wait for 10 minutes, our food was not ready until 20 minutes later. The situation escalated when the staff member manning the counter used highly inappropriate language in front of us and other customers, including my four-year-old grandson. I was shocked by the lack of professionalism and the crew's dismissive attitude. When I tried to address the issue by calling the manager, I was met with poor customer service and no resolution. As a manager myself, I understand the importance of maintaining a respectful environment for both customers and employees. The behavior we witnessed is unacceptable, and due to this experience, I have decided not to return to that Captain D’s location.

On Saturday, December 4th, I used the drive-thru at Captain D's in Searcy, AR. I was the 2nd person in line. The cashier asked me to pull forward to wait for my order, and I observed her outside holding a baby while chatting at the spot where employees often take breaks. I waited for 27 minutes, along with the person in front of me, for my fish and chicken dinner without anyone attending to us. After inquiring inside, I was told the delay was due to hushpuppies. Upon requesting a refund, the staff member asked for my receipt, which was frustrating. The situation escalated as I was unhappy with their service. Eventually, a refund was issued after reviewing the order tape. This experience was unacceptable, and I hope for improved monitoring of employees to ensure better service in the future. I won't be returning and will share my dissatisfaction with others. No apology was received, and I may take further action if none is given by January 1st. Disappointed by the service received at a restaurant I once enjoyed.

Order number #[redacted], No. [redacted], was an unfortunate experience at the drive-thru. I requested a 2-piece fish dinner with macaroni and cheese and green beans but received only two fish pieces on a bun with no fries. The misinformation about drinks and the incomplete order left me disappointed. Trying to contact the restaurant about the issue was fruitless as the line was constantly busy. The lack of customer service and incomplete order has tarnished my usual experience at this fish restaurant. The cost of $16.60 for the unsatisfactory sandwiches is not acceptable. A refund for the cost of $7.98 for those sandwiches and better-trained staff are needed for future visits.

Yesterday, I used a DoorDash gift card from my son to order food, but the fish I received was inedible and there were no sauces as requested. After complaining to the store, the manager blamed the DoorDash driver. Despite the driver's prompt delivery, the manager agreed to only replace the fish, not the entire meal. I informed them that my husband would pick up the replacement since we lack transportation. The manager initially resisted replacing the fish but eventually did so while complaining about the cost. I felt the manager was rude and disrespectful. Additionally, the replacement order still did not include the sauces we asked for. This incident took place in the Louisville, KY Dixie Highway location. My order comprised a 4-piece fish dinner, a 2-piece fish dinner, mozzarella sticks, and various sides. Mother's Day lunch for both myself and my daughter was ruined by this experience.

I visited the Thomasville Georgia location on Sunday, July 10, [redacted], at around 4 pm. This is not the first time I have encountered issues at this restaurant. When I ordered, there was no manager on duty, and the staff couldn't find the manager card. They all went outside to smoke simultaneously and didn't wash their hands upon re-entering. When I pointed out the issue, the staff member at the register started cursing at me. Additionally, they tried to charge me an extra $2 for water because they couldn't remove the drink they initially charged me for, even though I didn't order a drink. This is the second time since March that I have experienced problems with cleanliness, rudeness, profanity, and staff smoking and smelling like marijuana while on duty. It is completely unacceptable. I didn't even receive my mother's food, and this is her favorite place to eat. I will escalate this matter if it is not addressed promptly.

I have been a customer at Captain D’s for over 30 years. My family would visit every Friday night, ordering our favorite, the 12-piece value pack with additional fish. Unfortunately, our local Captain D’s in Chesapeake, VA, has closed, and we now go to the one in Portsmouth, VA. I recently spent around $38 on our order, which used to be $18.99. However, upon asking for forks, the cashier mentioned they were low but reluctantly provided them. This left me feeling disrespected as I believe utensils should be included with a family meal. My autistic child was eagerly waiting at home, and I didn't want to disappoint her. I felt undervalued as a customer, and the cashier's attitude was disappointing.