Charlé W.
Yelp
I'm disappointed to have to leave this review, but the bug we found in our food (see photos) and the subsequent service warrants it.
We have family in town for Mardi Gras and ordered Crawlins for lunch. We enjoyed the meal so we ordered even more the next day for dinner. While gleefully munching on the crab legs and sucking the crawfish heads of my Dungeness crab boil, I pulled out what I thought was some kind of vegetable. My stomach turned when I realized what it was: A fully cooked BIG bug. The verdict's out on what kind. One of my relatives insists that it's a cockroach. I showed the family and that was the end of dinner. We were disgusted. We tried calling Crawlins, but by this time they were closed.
So on the day before Mardi Gras I had to rearrange our plans to present Crawlins with the bug, our huge uneaten meal, and the receipt. I got there as soon as they opened, explained what happened to the cashier. He was apologetic and thanked me for being so calm and reasonable because I could have "chewed [him] out." He asked if we wanted them to remake everything or get a refund. I requested the refund and he grabbed the manager.
The manager came out with such hostility that I had to ask if he was okay. He apologized saying, "There's a lot going on." He had me explain again what happened. I showed him the photos and he said, "I'm sorry. This keeps happening. It's not the first time we've found bugs." He then calls someone and afterwards tells the cashier to refund me. By this time, I've been there at least 20 minutes.
The cashier goes to run the refund and asks for the card. My relative picked it up and had paid with Apple Pay. He says we'll need her phone to run the refund which is weird because we know this is a transaction you don't need the phone to process. So now I have to wake her up on vacation, leave Crawlins, pick her up, and come back to Crawlins. We do all this (are now missing plans on our itinerary) only to get there and be told that the system will only allow a cash refund and if they give us the refund they might not have enough cash for the customers the rest of the day. We'll have to wait for the general manger to come and process the Apple Pay refund. She wasn't there, but she might be in 30 minutes. Why couldn't the general manager bring them more change instead of having polite customers who found a bug in their food wait even longer for a refund??? Why after you told them to leave would you have them leave and return again? I'll never know.
I had to send other family members whose plans were more flexible BACK to Crawlins to get it processed. It was such an ordeal. If they had done what they could to minimize the harm, I'd give them the benefit of the doubt. But this was egregious.
TL;DR Found a huge bug in our food. Manager says it's happened more than once. Getting a refund was hard.