ComplaintsforCaptain D's, LLC

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******. I was at your restaurant today at Captain Ds on ************ **********, ******* and went through the drive through. It took them 20 minutes to take my order. I was in line for 45 minutes before I got to the window to receive my order. When I got to the window to pay and receive my order, the food was not to my standard and I asked for a refund. I paid $17 for catfish and the pieces of catfish I received was smaller than by pinky finger. The lady tried to remedy the situation and add two pieces of fish to the order. She stated that she would re-make my order. When she remade the order, they had taken the fish previously ordered and placed it back into the oil and re-cooked it. I requested a refund. The black lady who name starts with SH stated she was the general manager yelled at me and stated it is people like you who always want to start something. She told me not to come back to the store again. She called another black female from the back who refunded my money. That lady said dont you f****** come back.These two managers who was on duty on 3/13/24 at approximately 6:30 pm should be investigated. I am black, so I am only describing the ladies since I did not get their names. I am copying HR as for them to investigate this. No customer should be treated like this and cursed at.I was there at your Captain ************** in **********, ** approximately two weeks ago and waited in the drive through line for 30 minutes without moving forward at all. There were approximately 10 cars in line. I left because they did not move the line after sitting there for ********************************************************************* a reasonable time as for them to leave. Please have the regional manager review your cameras/tapes over the last two weeks to a month at that store in **********, ** and you will see the amount of time customers are waiting in the drive through to order and receive food. Please have them call me.

  Customer response

  03/25/2024

  I have not heard from Captain Ds regarding my complaint.

  Business response

  04/08/2024

  The guest ****** **** also contacted our guest call center.

  Her request was forwarded to our operators for response.

  There was an alignment change in this area during that time and the request may have been missed.

  I've asked our new director to contact *****************.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CAPTAIN Ds is a parent ******* of ******************** For Christmas 2024 I purchased, in good faith, an $50 email gift certificate for someone in poverty to be used at a ****************** where they are located. It was sent to this persons email, however, the certificate # was not honored at the restaurant, which was not on the list of those who would not honor it. Again, on the Grandys site it did not state this location as not honoring the e gift certificate. After talking with the franchise, they told me to call corporate for more help. HOWEVER, since Captain Ds is the parent *******, there is no Grandys corporate to help me. My only recourse is to send in a comment through the ****** site and wait for a reply. In the meantime, I am out of my amount of money, but no redeemable certificate. Captain Ds needs to create a real office with a real person to help with situations such as this. Beware of getting an e gift certificate from Grandys. Captain Ds is the parent *******, and it is very difficult to talk to anyone who handles the Grandys concerns of this type. I contacted the ******* through their website on 1/7/24, but have received no response at all.

  Business response

  04/08/2024

  contacted ***************************** to get further information.

  Captain D's is the parent company but most of the restaurants are franchise operated.

  They act as independent entities and are not managed by our guest services department.

  Once I have the information we will attempt to assist.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi,I ordered food from captain Ds for my book club. It was my turn. Each one of us take turns providing food for the club. We have eaten from this restaurant before. Everything was lovely. This time though my fish was undercooked. Way to undercooked for consumption. I ordered 2 family feasts and one ultimate platter. I called. No answer. I waited a couple of days and called repeatedly I received no answer. I just want food done right.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me, my 2 sons, and daughter in law came to captain d's in *******,** tonight October 3, 2023 around 6:00pm and we ordered the seafood feast with macaroni and cheese, coleslaw for sides. The stuffed crab was hard and burnt, fish was undercooked, mac &cheese was runny and had green beans in it. My son took the crab cakes up to counter to be replaced before we knew abt the fish and they didn't offer an apology or nothing just put 2 more in box and threw across counter at him. After that we didn't take the fish up there. We ate one piece of fish each realizing too late that it wasn't fully cooked. We threw the rest of the meal away. My son took me there for my birthday and spent $60 that was just throwed away and now we are all not feeling well. My youngest son is throwing up. Scared we are all gonna have food poisoning. That was the absolute worst experience at a Captain D's we have ever had.

  Business response

  10/04/2023

  Comments forwarded to our director team over the ******* ** location for action.

  Customer response

  10/14/2023

   
  Complaint: 20693746
  
  I am rejecting this response because:
  I also sent a customer review to ********************** D'sthe same night I sent one to BBB and I just feel like they are just putting me off thinking I'll just drop it.we all could have ended up with food poisoning that night. My son threw up on the way home. My daughter in law has had a heart transplant and it could have affected her. Anyone in this situation would be very upset.
  Sincerely,
  
  *****************************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is this one Captain DS employee. Who is racist and prejudiced against me. I always have to come back because she purposely doesn't put all my orders. Today 10/03.2023 she didn't give me my popcorn shrimp and she even repeated it back to me for $5.00. She has always given me trouble for the past 10 years. I see she doesn't treat certain customers the way she treats me. This Captain DS is located in ***********. All customers should be treated equally. But for some reason, she is allowed to treat me like this. Because she is still employed. I have complained about her before. So because you made a complaint they don't want you coming back to their business. Or they will give you a hard time. This isn't right. Customers should have the right to complain about their bad experience with an employee.This is not for information only. I want this complaint to be submitted to Captain DS. I'm tired of always having to drive back and waste gas because this one employee absolutely refuses to give me all my orders. It happens every single time.

  Business response

  10/04/2023

  The information was submitted to our director team over this location for action.
  

  Customer response

  10/04/2023

   
  Complaint: 20694267
  
  I am rejecting this response because: This doesn't resolve my problem.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  first all i can see why that place dont real do much business any more from the time that i worked for the calhoun ** store as a manager . i placed a online order for 2 family packs and cheese sticks and came about 20 mins later to come pick it up so when i walked in... they where no coustmers and they where doing closing dutys early and the staff all there hair was not put up or wearing any hats and all my food was slammed in the bags and was on the front area not under any kind of heat lamps to keep it warm and i asked how long has my food been sitting on the cold surface? the cashier gets rude and talks back and snaps like how dare i ask that and lies and tells me that she just now bagged it and it was cold ... the frys where like bricks that been the freezer,,, the cheese sticks where like the fish and chicken under done due to the fact that the shift manager pulled them to early or dropped then right after draining the oil for filter and the oil was not fully up to time and he just pulled them on timer going off. this food my kids sick and my wife and i sick to the bones. the male shift manager was to busy flirting with the female young hispanic cashiers to be able to cook safe food and to give that out aleast warm because ours was cold

  Business response

  09/30/2023

  I reached out to *********************** offering an apology. Requested receipt and current mailing address for a refund check.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the ******* ** location at 10:10am this morning. Online and all the signs state they open at 10am. Went to the doors and they were locked. Went to the drive thru and was rudely told "just a minute". After ten minutes of listening to a constant clicking through the speaker I drove off. So, I wasted 15 minutes of my life trying to purchase a $20 for an 8 year old obsessed with your shrimp and broccoli kids meal a gift card, and your store cannot open in time. Three cars in the Parking lot with zero customers. Additionally, I went to the location in ******** ** that was open, but told me they don't have physical gift cards. What company opens a restaurant a few months old and doesn't carry physical gift cards. Some people prefer to give the plastic gift card over paper. You ruined a birthday gift for an 8 year old I was trying to get today. And no, I don't purchase e gifts, and this company better not insult me by suggesting that. Additionally, I'm not interested in purchasing a plastic gift card on line to have a 99% chance of getting lost through **** or not having the funds on it. Again this company better not suggest it to me.*Email only*

  Business response

  04/03/2023

  Contacted guest via email as directed.

  Offered to send a $20 card and will have the issues addressed by our franchise operators.

  Customer response

  04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I have not received the gift card or contact from the franchise but I will wait to see. If not, I will file another complaint. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I need help. My name is ***********************, a Captain Ds customer for several years (child and adult life), and I am looking for someone to contact me. I initially reached out to corporate for help over 2 years ago to comment that I had not been receiving Captain Ds coupons (when I had previously been). I told them they stopped coming to my mailbox all of a sudden. Even though I was on your coupon mail distribution, I was told that you all had stopped during covid. I was reassured that I would receive coupons again once you were going to start them up again, however until this day (3 years later), I still have never started receiving any coupons again, so I just took it as you all never started the coupons back up. However, recently I was talking to someone about Captain Ds about a month ago and I mentioned about what I was told by one of your corporate employees and how I still dont receive coupons and I was told by that person that they have been receiving coupons, and that they have been receiving them all along. So, I am upset and will be upset if you all have been having coupons and have not sent them to me, and Ive been paying full price for dinners and meals that I have been purchasing over the last 3 years when I could have at least been applying a coupon to save some money here and there. I literally have not received anything since the start of covid --- which is 3 years now! Since, I have called Captain Ds on several occasions over the past years and especially over the past year, where I have tried to contact your corporate and customer service to get help on this and now no one ever answers the phone, and it goes to a voicemail as well. Im sorry that Ive have to make contact via the BBB, but I feel that this is the only way possible to get help or to speak to a live person who can help me at this point. Can someone call me as soon as possible so I can get the help I need. I can be reached at **************. Thanks, ******

  Business response

  03/28/2023

  I cannot locate any past communication for *********************** in my files.

  We do not currently offer any printed coupons.

  The sender did not give an email to respond.

  Customer response

  04/05/2023

   
  Complaint: 19861102
  
  I am rejecting this response because: I asked to be contacted.  Can whoever is handling this complaint from Captain D's contact me at *************, to discuss this and a few other questions I need/want to ask. 
  
  Sincerely,
  
  ***********************

  Customer response

  04/17/2023

  I consider this complaint to be unresolved, as I am still waiting to be contacted.  I asked to be contacted.  I would like whoever is handling this complaint from Captain D's contact me at *************, to discuss this and a few other questions I need/want to ask.

  Customer response

  04/17/2023

  still have not received any response as I requested.  I asked to be contacted.  So whoever is handling this complaint from Captain D's contact me at *************, to discuss this and a few other questions I need/want to ask. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered white fish on rice with okra and corn on the cob. I got shrimp, Mac and cheese, fries, which I didn't order and don't eat. No one would answer at the store after I called when I got home.

  Business response

  03/01/2023

  I have requested two (2) dinner coupons be mailed to the guest.
  One to replace the meal she did not receive and a second so she have visit us again soon and offer feedback.

  Customer response

  03/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Captain Ds In *********,** on *************** on my lunch break on 10/28/2022. There was no line but for some reason there was like a 10 -15 minute wait. I ordered a family size hush puppies and a fish meal. I was very patient and kind. I had a coupon for a free meal for signing up for the online email club rewards. They refused to honor the digital coupon and said it had to be printed out. I was upset but remained calm. The coupon says nothing about printing it out (its a digital coupon that even had a scan code). The manager was smirking and rude. So I just politely left hungry without my meal. Never again. I will certainly take my money elsewhere.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩