Complaints

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I wish I was reaching out with positive feedback but unfortunately my experience with the Crafty Crabs location in District Heights, MD was unacceptable. My friend and I made a purchase on 6/14, the crab legs were questionable, we found what appeared to be mold, and a foul odor almost like ammonia or rotting fish. I immediately called to make this complaint, the manager was dismissive and would not acknowledge my concern but instead made the assumption that I ordered “lemon” flavored seafood bag. I kindly let her know that was not the case, we didn’t order a unique blend of any sorts. I told her I can physically see the appearance of mold through the shell and that I could provide her with photos. She rudely told me, that because I threw my food away (wish I didn’t) that they couldn’t remake my order. I did not ask for my food to be remade, I asked for a partial refund. I let her know that I didn’t feel heard but felt that she was trying to post blame instead of hearing my concern, she rudely hung up on me. I tried calling back and the representative hung up on, I called several more times until my call was picked up by security. I asked for the managers name to report this horrible encounter, he told me her name was *******. I don’t believe that’s her name. I am utterly disappointed and appalled at this behavior. Crafty Crabs is this the standard for customer service? Are customer not allowed to raise concerns about the quality of the food without management assuming the worse ? I would appreciate a follow-up as I have not heard from anyone at Crafty Crab since being hung up on and reaching out to the corporate office.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered online. The cashier charged me the wrong price.. Stated she’d be back. When she came back told me my order was voided. I’d have to pay $90. For my food. And I receive the $30.73 I’ve already paid in 3-5 business days. I told her I’d just pay the difference. They expected me to leave the establishment without the money that was already paid, the food and an additional charge of $90. I was told by the manager and the owner it was nothing they could do. I’d have to wait for my money or pay the $90 for the food aid already ordered. I set until the establishment closed. And still no resolve. No food. No money and feeling totally disrespected. They threw joy food in the trash

  Business response

  06/21/2023

  ---------- Forwarded message ---------
  From: ***** ******* <**************@*****.com>
  Date: Thu, Jun 15, 2023 at 7:37 PM
  Subject: Complaint
  To: <drteam@mybbb.org>
  

  
  

  Hello this 1 on the managers from crafty crab. Sorry for the late response. The customer in question received her food as well as a refund that particular day. The customer food was cashed out incorrectly and it became a problem. At the end of the night she was the last customer she receive her food and was refunded. The food she originally paid for my accident was around $30.  Her actual food was 90$ almost $100 I believe. We voided the $30 and she receive $100 worth of food for free

*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. ↩