ComplaintsforCaptain D's, LLC
Restaurants
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Complaint Details
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Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hi, Today my daughter and I stopped at your store 364759 in Smyrna, TN, to purchase our dinner. When we arrived home to open our orders for dinner, we only to find poor quality, quantity, and items left off our order(fries). The prices don't match the quantity on the catfish plate. Also, we were given 54-day-old tartar sauce that tasted seriously strong and one messy plate. We pray to God that my daughter doesn't get sick from the old tartar sauce. We will not patronize Captain D'S ever again. We are filing a complaint with the Tennessee Department of Agriculture's Food Safety Division, CFPB, TN Attorney General's Office, and BBB. Please see the attached photos. image0.jpegimage1.jpegimage2.jpegimage3.jpegimage4.jpeg image5.jpegInitial Complaint
09/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I used my ***** Rewards to purchase two gift cards from Captain D's. I went to use the first one and the employees told me the number was no good. I left and called Captain D's 1-800 number and was told the number was good. So the very next day I went back and was told again the same thing but I showed them instructions on the e-gift card on how to enter the card number and pin. It went through and the manager did give me some free food as a inconvenience. I tried to use my other e-gift card Friday and was told they swapped systems and could only accept physical cards. I did not want to argue to I just paid for my food and kept my e-gift card. I am not happy because I know that they have to accept the e-gift card but kept telling me they could not put the card info in the system. The employees need to be trained on that. Now I am stuck with at $25 e gift card that I cant use. If Captain Ds wont accept ***** Reward points then the company needs to be removed from ***** Rewards.Business response
09/26/2022
Business Response /* (1000, 5, 2022/09/21) */ I reached out to ****** ********* for details on the eCards in question. Captain D's is not affiliated with ***** Rewards but possibly they purchase eCards for their users. Once I have the information we will review in our system for validation. Consumer Response /* (2000, 7, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) i sent a copy of ***** reward e gift to captain dsInitial Complaint
09/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Manager ****** who was nice and professional offered to replace a meal that was not fresh (it tasted like it had been sitting for a while). However, the woman working tonight 9/19/22 was very rude, nasty and unprofessional (she needs to be retrained in customer service or dismissed). Also, the lady who I believe was ******* ******** refused to give me my drink that was included with the original order that was not fresh (my meal included rice, fish, a roll, broccoli with cheese and fries plus a drink. She had the audacity to treat me like a child and say "didn't you get a drink with the last meal referring to the order that was not fresh"Business response
09/26/2022
Business Response /* (1000, 5, 2022/09/20) */ I have reached out to ************ for the location of incident and to offer a dinner card for future use.Initial Complaint
08/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In Jan2022 I purchased food online in the amount of $52.78 and was not aware the location in Lancaster which had open was closed down. I requested a refund and in Mar 2022 ****** ********, Manager Operations Support, Captain D's LLC, 624 ********* **** - Suite 30,********** TN ***** stated it was processed however it was not to my card and now my bank will not refund either. I'm seeking a refund for a purchase order I never received. I prefer a visa debit card now to ensure payment. Email below ----- Forwarded Message -----From: ****** ******** <******_********@captainds.com>To: **********************Sent: Wed, 30 Mar 2022 20:38:37 -0400 (EDT)Subject: Online Guest Communication - RE order 398169Greetings ******* *****The order was located in the system and canceled by our tech team.You will see a credit soon.My sincere apologies for this unfortunate event.Be Safe - Stay Well ****** ********Manager Operations SupportCaptain D's LLC624 ********* **** - Suite 30Nashville TN ***********_********@captainds.comBusiness response
08/31/2022
Business Response /* (1000, 5, 2022/08/30) */ The location in question was a franchise site that is now closed. The order shows as canceled in our system which should have created a credit by the bank or card company. It is possible the charge defaulted and never completed as the site was already closed. We do not have access to banking information on franchise sites to review. I offered the Myers a $60 Captain D's gift card to offset this unfortunate event and am awaiting a response. Consumer Response /* (2000, 7, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the explanation above attempts to put liability on the customer it's been six months and I just want this over. I do not see me using Captain D again. Thanks for the assistance. I accepted the $60k Captain D card.Initial Complaint
04/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The restaurant/worker's got my order wrong & when I called back to speak to a manager to try to the manager about what had happened he was totally unsympathetic, disrespectful, & very rude. He hollered at me & told me that I could have went to another location right across the street & I told him that there wasn't anything across the street but field land & then he hung the phone up in my face. I called right back to get his name & he refused to give it to me & cursed at me again & then hung the phone up again.Business response
04/29/2022
Business Response /* (1000, 5, 2022/04/19) */ ************** also filed a call directly. The location (not listed above) shows to be Lakeland/Memphis **. The franchise operators in that area will address.Initial Complaint
01/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Poor management and staff. EXTREMELY POOR MANAGEMENT. Also, they use their bare hands to dip your cups into the ice. Can you say HIPPA violation? Caught on camera. They forgot some of my items so I returned to get them, it was such an issue for them that I left without my food, I tried but the super heavy door smashed it in my arm as I tried to exit, after the frustration with the staff and trying to get the items I ordered for my children, I was so frustrated I just left it on the ground. I was then physically attacked by the Manager for littering, he didn't even offer to help me clean it up he just ran at me, swearing and raising his fist like he was going to hit me. I was so scared, I didn't know what to do. I closed my window and gave him the finger. The whole staff beligerantly returned the gesture. The rest of the staff came out to harass and berate me (leaving restaurant empty with a long drive-thru in the meantime) Caught on camera with audio (dashcam/front¢er). The off-duty employee who went behind the counter to fill up his cup with ice, (recorded) with bare hands in ice tray and all, Juan, and his girlfriend (an employee, on-duty) then started screaming "kiss my a*$" "get that ******** out of here" and "I will ****** you up" out of the front door as I tried to leave, in front of the entire public. Not only was I scared for my life, but I was berated and diminished in front of everyone. I am a public figure, working in local government and I've only seen things like this on *******. Now I will upload the footage, after court. Of course they left the trash on the ground -LOLBusiness response
02/02/2022
Business Response /* (1000, 14, 2022/01/24) */ The guest has been contacted for additional information included but not limited to - location of visit - order information (date, amount, etc) these are required to issue the requested refund. I will also mail the dinner cards. Request shows 4 but we do not have cards with dessert or gallon drink so I will send 5 dinner w/ drink to compensate for the desserts. S. ********Initial Complaint
11/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 11:9 at 1:20 pm EST I went to the Captain D's location in Riverdale, GA. I was skeptic to come back to this location because their level of service compared to locations in upper scale neighborhoods in Georgia is below acceptable but today I was in a time crunch. I proceeded to place my order and when I pulled to the window to pay for the order using a gift card, the first employee thought I was trying to use ********* but when I informed her that I was using my gift card she stated "okay no problem" and proceeded to start to type in the information. Before she could finish the transaction another employee who I assume was the Manager approaches her and says "what are you doing?". Then employee then stated that she was typing in the gift card in which the manager rudely cut her off and stated "we can't take those". My issue is that this gift card was obtained through ***** Rewards, using my points I've accumulated. To be told that I can't utilize my legitimate gift card because of an employees discretion is unacceptable. I will also be escalating this matter with ***** Rewards.Business response
11/18/2021
Business Response /* (1000, 5, 2021/11/10) */ I reached out to guest for future information, pic of the gift card and email from *************. Captain D's is not a partner brand with *************. According to their site you submit receipts and receive gift cards. If they sent Tiara ****** a gift card for Captain D's we will make this right with the guest.Initial Complaint
10/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Bought food online at 8:18 pm. Arrived at a closed location at 8:30 pm. Did not give food or refund. Contacted business next day and the rude manager refused to give their name ("I'm not obligated to give that"), told me she didn't know why they closed early, and she can not issue a refund and to contact corporate.Business response
01/05/2022
Business Response /* (1000, 10, 2022/01/04) */ We still have not received the order number or a copy of the confirmation to cancel and credit this order. I have sent two request to the consumer and also a request to BBB. Per ****** ****** the items are at the site but they are not visible to me. The only thing I get at download is a copy of the complaint and 3 png files that contain no data. Consumer Response /* (2000, 12, 2022/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received a credit and gift certificate so I am pleased with the companies response. Thank you. By the way the order number was 360022, 10/26/21, 8:18 pm for the ******** pike restaurant.Initial Complaint
09/10/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered food totalling $18.33 Thursday around 9pm, I received a email moment's later stating my order would be ready by 9:21 pm. I arrived at the Captain d's at *****************, Forest Park, GA around 9;16pm, I pulled up at the drive through window to receive my order, a lady's responded with there close, so I ask how do I receive my refund because I ordered straight from the app and not delivery company such as *********. She stated she didn't know, so I pulled around to the window and ask for manager, she pointed ar a guy walking from the dumpster. I ask him what do I need to do for my refund, he the manager stated he didn't know not his problem and for me to contact corporate, Wow I said. So I called Forest Park police department they talk to him, he was even rude to the officers. The police just told me to go ahead and leave because he gave them a call corporate answer as well. I have tried 3 different numbers with no luck. So how do I get my money bk.Business response
09/21/2021
Business Response /* (1000, 5, 2021/09/13) */ The order was canceled in our system creating a credit for Mr. *******.Initial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered some food yesterday 8/8/21 and within 4 hours my wife, child and myself was throwing up with vomiting and diarrhea We had shrimp, crab cake, fries, hush puppies, chicken and Mac and cheese it came to 25.05Business response
08/25/2021
Business Response /* (1000, 5, 2021/08/09) */ I have contacted the guest for the location of visit so the correct operators can be notified.
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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.