3/5 Stars - Great Customer Service, but Inconsistent Food Quality…read more
I recently tried this restaurant for the first time, and after two visits, I have mixed feelings.
On our first visit, I ordered the whiting fish, shrimp, fried chicken, and fries. My son ordered the 4-wing dinner with mac & cheese and mashed potatoes with gravy. (pictured) My son absolutely loved his meal! Unfortunately, I couldn't say the same about mine. The fish was so overcooked that it was extremely hard. (pictured) Honestly, you couldn't even tell it was fish! They also forgot to include the sweet tea I ordered.
I called the restaurant to explain what happened. The cashier was very pleasant, took my name and number, and asked me to send a photo so she could share it with the owner. To my surprise, the owner called me back almost immediately. She was extremely apologetic and genuinely concerned. In fact, when she saw the picture, she thought I had ordered fried pork chops! She was shocked when I told her it was whiting fish.
The owner kindly offered to replace my dinner on another day, with my choice of side, and assured me that the food would be prepared correctly the next time. I really appreciated her willingness to make things right.
Fast forward one week later, I called to have my dinner replaced and ordered another 4-wing dinner for my son, exactly as he had ordered the previous Sunday. (pictured) The cashier even remembered me, which was a nice touch!
This time, my fish was seasoned and cooked perfectly! (pictured) Unfortunately, I wasn't a fan of the mac & cheese (pictured) or the homemade tartar sauce. On our first visit, they provided packaged tartar sauce, which I actually preferred.
My son's experience was the complete opposite of his first visit. The wings were noticeably smaller, and I mean REALLY small! (pictured) They looked nothing like the wings he received the previous week. In my opinion, if the restaurant receives a shipment of wings that small, they should consider increasing the quantity to at least six pieces for a dinner. My son, who had enjoyed his first meal so much, was not impressed this time.
A few other things worth mentioning: The restaurant itself is very nice, the dining area was exceptionally clean, and there is plenty of parking available. The cashier was friendly and welcoming on both occasions. Customer service was definitely a positive!
However, the wait time during our first visit was quite long, even though I had called in our order approximately 30-35 minutes before arriving. On our second visit, I purposely waited about 20 minutes after placing the order before leaving home, allowing more preparation time. Thankfully, our food was ready when I arrived.
Overall, I truly appreciate the owner taking responsibility for my first experience and making the effort to correct it. That level of customer service deserves recognition. Unfortunately, the inconsistency in the food quality between our two visits was disappointing.
While I appreciate the kindness and professionalism of the staff and owner, I don't see myself returning. I really wanted our second experience to be better all around, but unfortunately, that wasn't the case.