Noemi D.
Yelp
I've been coming to Kickin Crab for years and used to love it, but my most recent visit was by far the worst service I've ever had at any restaurant.
We came in with a party of 8. Drinks and appetizers (Cajun fries, garlic noodles, fish tacos) came out on time and were fine. But after that, things went downhill fast. We waited close to an hour for the rest of our order (combo #1 and a pound of shrimp), with no one checking in on us. During that time, we watched multiple tables who came in after us get served, eat, and leave. My family finished all the appetizers and fish tacos, and still -- nothing.
I eventually had to leave the restaurant with my baby to nurse her while the rest of my family stayed behind waiting for the food. By the time our main order finally came out, the experience was already ruined.
When the bill came, I was shocked that nothing had been comped -- especially since gratuity was automatically added for our large party. I brought this up at checkout and explained that the unreasonable wait and lack of service made the night very disappointing. The employees apologized, but the way they handled it was unacceptable. One told me, "We apologized and you got your food, what do you want us to do?" Same lady said we waited 20 minutes for it and dined in for a total of 1.5 hours. Another said they couldn't control what the kitchen did. At one point, a staff member even said, I'm only 18 years old, I'm just trying to work and make some money. I'm not gonna compromise my job.That may be true, but as a customer, it's not an excuse for poor service. The restaurant wasn't even that busy.
After going back and forth for may be 10 minutes, I asked to speak to a manager. I was told there wasn't one, only an owner, but no one could provide me with the owner's name or number. They said to "call corporate" but didn't have any information for me -- they told me that I can find it myself online. I noticed on the receipt that the servers name said Anthony. Which to my knowledge did not take our order. He was actually the server we had stopped to check in. I approached the staff member a second time to clarify. I asked for her name and she insisted on withholding the info. Had to pry it out of her.
The way I was treated made me feel like they thought I was just trying to get out of paying the bill, but it was much more than that. The service, communication, and lack of accountability completely ruined my night. I didn't even get to eat, and while my family eventually did, it was too little too late.
After years of being a loyal customer, this was a huge disappointment. Unfortunately, I won't be coming back.