ComplaintsforCaptain D's, LLC
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Complaint Details
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Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The problem is that this has happened twice on night shift. I put the receipt for tonight in the attachment below. But I ordered two fish and shrimp meals with corn and fries and both of the meals have green shrimp. So we're not even going to try and eat it. I contacted the website and told them about it at the corporate office. I put the amount for both times because it was the same thing both times. The original price is *****. I paid someone for a ride to get food I can't even eat. And I don't have a car to return it. So I am reaching out to you in hopes of a resolution. Thank you! Once again dates, time and information is below on receipt.Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/12 I went to my local captian d at ************ an order, I was told that the restaurant was closed, even though the store information states they close at 10pm. On my second visit on 6/19 I again went to to restaurant before the stated closing of 10pm and this time no one responded on the drive thru and the lobby door was locked. This was 921 pm. On today 6/22 the store was open but I was told I had to do a to go order *** could not eat on the lobby. This seems to be a daily issue with this location and I am highly disappointed as this is our location and I have been going here for years.Business response
06/23/2024
There is no location listed for our field team to review.Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The chicken was overcooked very dry and hard had to peel the breading and dry pieces of chicken off. The only thing worth eating was the hush puppy Even the Mac and cheese wasnt good.Business response
06/24/2024
a refund check has been requested.Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am Diabetic! On June 20. 2024 I was out in ***************** doing some shopping. I had been busy majority of the day because I am hosting a Birthday Party so I hadnt eaten anything for a while and I felt myself getting sick so I stop at the Captain Ds in ***************** on ******* to grab a bite. I ordered the Salmon meal with a potato a side of green bean and it already come with rice. The menu showed that the Combo was price at $12 and some change. I asked to have my potato loaded and my total come up pretty close to $20. I asked the lady working the drive thru about the price and she instantly took offense asking me Do you want the food or not she also stated that if my potato that already comes with the meal is loaded it would be an additional $3. I did not get my potato loaded. Out of SPITE I was served uncooked rice! I know for a fact this was intentionally done. When I went back rather than offering to remake my food she stated give me the food and Ill refund your money. Then she tried to convince me that it was because they bought rice from a store that the texture was different. But this rice had NOT NEEN COOKED AT ALL. To top it off her and the cooks in the back laughed about it. She refused to give me the number to corporate office. She gave me a IL phone number and told me it was her supervisor and I found out that she gave me her own phone number. This is unacceptable!Business response
06/24/2024
This location is operated by a franchise team.
The comments have been forwarded appropriately.Initial Complaint
06/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 15, 2024, at approximately 10:00pm, I visited the Captain Ds location in ********, ******* on ***************. I ordered 3 orders of fish and chips for $5.99 each with extra bread sticks. Upon arrival at the window to pay, I was informed that they only had 3 breadsticks remaining and so I would not be receiving any of the extras that I ordered. They offered extra hush puppies instead, which I declined. Upon arrival at home (I live less than 10 minutes away), my younger sisters attempted to eat their meals but immediately complained of foul taste and texture of the fish, hush puppies (some were included anyway), fries, and bread. They tasted, felt, and even looked like they had been fried earlier in the day and in old oil. They were cold and stale, and tasted rank like old fishy oil in addition to obviously being fried too hard. The fish were the smallest pieces I have ever received from Captain Ds and looked nearly burnt. When attempting to eat them, they were found to be too oily with a rubbery consistency and with the same rank taste as the rest of the food. In addition, there were odd blackish-green marks on the breadsticks that were unidentifiable. I am not certain if it was mold, although that looks like what it could have been. Needless to say, none of us were able to finish our food, as it was found to be inedible. As such, I am requesting a full refund of $19.05. Thank you.Business response
07/12/2024
Please have the guest share a mailing address so a refund check can be issued.
She can send the information to: ****** ************************************Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Wife went to capital D's in *********** and order two fish sandwich after she go home it was two fish dinners.she call up there and talk to the night manager he said to bring them back she did came home it was one sandwich not two and she call again he got all mean said he want do nothing.she my husband got **** and went up there with the sandwich and ask for the money back he got all smart so we call the police on the black manager he went in to get us his name he would not give it to the police and he told the police for us not come back anymore....I got heart problems I came home all upset almost had a heart attack .I think capital d need get rid of him if he make me have a heart attack they would be suitBusiness response
06/14/2024
I have requested our upper management team over this area review the comments and contact the guest for a resolution.Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Dear Captain Ds Very long-time customer and lover of your fish and chips. There is a company called SaveAround that sells coupon books for $20. My company has been purchasing these books for many years to give to our customers. Inside the book are ********************** Ds Coupons. Here in the *********** area, there are Captain Ds locations at: *************, ** @ ******************************************************************************* ********************************** @ **************************************************************************************** ********************************************************************** ************************ The problem is: The Captain Ds stores are refusing to accept the below coupons. This just started last year (in previous years these coupons were accepted). I spoke with one of the managers who said that SaveAround did not currently get permission from Captain Ds and therefore Captain Ds does not need to honor the coupon. I contacted ******************* ************ (Direct) ********************* at the ****************** who told me: I reached out to the merchant and to date we have had no response from them, but also no additional complaints. This merchant does have a signed, valid contract with us and should honor all coupons as printed. At this point I dont know who to believe. I have customers who love your product and love it much more when using a SaveAround coupon book, but we need to know is the problem with SaveAround or Captain Ds? Can you shed some light on this and let me know where the problem lies.Customer response
06/07/2024
I corresponded with ***************************** from Captain **************** Appears there was a "misunderstanding" about their coupons.
I would appreciate it if the BBB would now drop this case as I would call it now RESOLVED.
Thank you for your assistance.
Feel free to share this message with Captain D's.
***********************
Initial Complaint
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We went to the ********** store because ******* is always cold but ********** was awful food hot but hush puppies were so dry taste like meal and water. They were out of chicken and lids for drinks and had no sweet tea. The fish we finally got tasted bad it was hot but took so long. So we left vowing never to go there againInitial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a order on the website today. I was called from a restricted number right after the order was placed and was told that it was the local store here in *********, **. I was told by ****** that they were out of chicken and butterfly shrimp. She said they would replace the shrimp with popcorn shrimp and the 6 pieces of chicken with corn. I told them that the shrimp replacement was fine, but the chicken for corn was not. I requested the chicken be replaced with fish. I was told that they could give me 4 pieces of fish for the 6 pieces of chicken ordered. I told them to just cancel and refund my $57.00. I was told they couldn't refund or cancel online orders and didn't know what I needed to do to cancel or get a refund. The website has no way of canceling. I searched for a customer service number on ****** and called. I was told that they would log a complaint and someone would email me a response, but they have no idea when that response would come.Business response
06/24/2024
Apologies for missing this.
The guest also created a contact form at our direct website.
The request was to cancel an online order placed at a franchise location.
Per my files the request was completed.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Went to this location on March 27,2024. I ordered the 4 piece fish. I had not even had the time to get my drink and sit down when the girl brought the food. I told her to sit it at any table. After getting my drink I went over and sat down. All 4 pieces were cold. I took them back up and told her to temake them. She said they did just make them. I told her these are not only cold but hard. She refused to do anything so I left the tray sit on the counter and left.Business response
04/08/2024
Contacted guest - sending 2 dinner cards
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Contact Information
Customer Complaints Summary
36 total complaints in the last 3 years.
20 complaints closed in the last 12 months.