S C (.
Google
***I should have read the reviews before I drove out there!***
Fantastic food, but the service is a major deterrent.
While the food here is undeniably great, the customer service experience was incredibly frustrating. I called a day in advance to coordinate a large order for a first-time pick-up. The cook I spoke with was wonderful—helpful, informative, and gave me a 11:15 AM pickup time.
Unfortunately, the experience soured the next morning. When I called to say I was en route, the woman on the phone was dismissive and claimed they hadn't started the order because it wasn't pre-paid—something I was never told. I rushed over, only to be met with an aggressive and agitated demeanor. I was even charged extra for a separate container for fries/hushpuppies, despite the fact that the entire order wouldn't have fit in one box anyway. To top it off, I asked for napkins and was told they were in the bag; I later found exactly five napkins for a 50-piece fish order.
The Good: The facility is spotless, the food was hot/fresh, and the cook was generous with the portions to ensure value.
The Bad: The front-of-house service is curt and rude. I watched her treat other customers with the same level of annoyance. Great food can only carry a business so far when the service makes customers feel like a burden.
******Update after reading other reviews******
1. It seems that customer service is a problem
2. The person checking these reviews only checks and responds to reviews that are 1 and 2 star.
3. Responders response is to always call and ask to speak to a manager. It seems that the person I was dealing with was the manager. Calling for someone to be curt to me on the phone isn't solving the customer service issue this business seems to have. I also read that one excuse is Fridays are super busy. I placed my order when they first opened and might have even been one of the first two customers that day.
Instead of making excuses for poor customer service, try speaking to your employees about good customer service. Good customer service comes and is demonstrated from the top. Having people work the cash register or taking order that seem like they hate people is not the way to go.
I am soo conflicted by my experience because the fish is Excellent but to come from a distance for poor customer service means every try ing else needs to be perfect for me to drive that distance again for the experience.