I've been a regular here for a while and usually order the same thing: 2 lbs of crawfish with 2 corns and 2 eggs. Up until now, I've never had any issues. Unfortunately, this recent visit left me really disappointed.
I placed a to-go order for my usual, but when I got home, it was clearly not 2 lbs more like 1 lb and the crawfish were very small, with several broken pieces. I understand that size can vary depending on the season, but this batch felt well below their usual standard.
I called the restaurant and spoke with the store manager, who told me I could bring the order back for a refund or have it remade. I decided to return it and get it remade. When I arrived, the store manager took the food to the back and came back saying the kitchen manager had weighed it and claimed it was 2 lbs (which it definitely wasn't). He stated that the kitchen manager said they could reheat it with more sauce or refund me. I politely asked for it to be remade just as he (the store manager) had offered over the phone but was told that the kitchen manager refused, saying it would be a "waste" since they'd also have to throw out the batch I returned and insisted the portion was already accurate. I reminded the store manager that he had said a remake was possible, but but he stood by the kitchen manager's decision and refused to remake the order.
I asked who was actually in charge, and he explained that he manages the front of house (FOH) while the kitchen manager controls the back of house (BOH), treating them like separate operations. I understand the distinction between FOH and BOH, but ultimately, they are part of the same business. As the store manager, he should have been the highest authority on site especially in a situation like this, where the goal should be resolving a customer issue. As someone with food service management experience myself I found that explanation frustrating and inadequate.
For a $21 order, it really didn't seem like a big deal to remake and comp it, especially for a returning customer. I even asked to speak with the general manager and was told they were out of town so the person I was dealing with was the lead manager on shift. Still, he wouldn't remake the order and just gave me a refund. I wasn't even looking for a refund I just really wanted it remade because I was genuinely craving crawfish. That's what made the whole situation more frustrating. I came back hoping for a simple fix, not a refund, and instead was met with pushback and no real effort to make it right.
While I'm glad I receive a refund, the way the situation was handled left a bad taste in my mouth. There was no genuine effort to make things right, and it felt like the kitchen manager had more authority than the store manager, the very person who should be responsible for addressing and resolving customer concerns. There seemed to be little concern for customer satisfaction and no willingness to work together to resolve the issue. I expected better service, especially from a place I've supported regularly. read more