I am writing to bring to your attention an unfortunate incident that occurred during my recent visit to Catfish Station at the location on 18416 Kuykendahl Rd in Houston, Texas, 77379. I believe it is important for you to be aware of the situation so that appropriate measures can be taken to ensure customer satisfaction and prevent similar occurrences in the future.
On February 9, I placed an order for a family meal through Yelp, amounting to approximately $48. However, upon arriving home, I discovered that there was a mix-up, and I had received a kids' meal instead that included two pieces of fish and fries. Understandably, I was disappointed as I had paid for a larger meal to accommodate my family.
I immediately contacted the store and had the pleasure of speaking with Mr. Ray. He was very understanding and apologetic. Mr. Ray mentioned that he had attempted to reach me but was unable to do so. He graciously offered to make a fresh meal for me if I could return to the store the same day. However, living 45 minutes away, I felt it was impractical to do so.
Mr. Ray suggested that I could come in the next day, despite his absence, and informed me that he would leave a note for the general manager regarding the situation. Following his advice, I spoke to the manager on staff today, February 10 at 2:06pm CST. Unfortunately, the manager, whose name I'm uncertain of, was incredibly rude and denied having any knowledge of the issue. He insisted that I speak with Mr. Ray on Monday, as it was not their policy to honor such requests.
As someone who works in customer service, I found this experience to be quite alarming. Mr. Ray had assured me that I could address the matter, but the manager on duty today insisted that I wait until Monday. Considering the significant amount of money I spent on the order, it is disheartening to see that it is not being honored, especially when the mistake was on the part of Catfish Station.
Throughout my interaction with Mr. Ray, he displayed excellent customer service skills and genuine concern. However, the behavior of the manager on staff today left much to be desired. I have been a loyal customer of Catfish Station for several years and have never encountered such a problem with the service until today.
Regrettably, I am left with no choice but to express my dissatisfaction through negative reviews going forward. I believe it is crucial for you to be aware of this incident and the impact it may have on your reputation.
I genuinely hope that this incident was an isolated one, and that Catfish Station at the location on 18416 Kuykendahl Rd in Houston, Texas, 77379 will continue to provide the excellent service that I have come to expect over the years. read more