Captain D’s has been a fast food seafood restaurant on Timberlake Rd in Lynchburg, VA for many years. I know an elderly lady who lives 45 minutes away in Appomattox, VA who eats there an average of a couple times a year. She is disabled and obviously limps from her arthritic knees. This little lady is pitiful and usually gets pretty good customer service at most places – except Captain D’s.
Brandy, as we will call her, limped into Captain D’s to place her order. She ordered the 3 piece batter fried fish dinner and the 4 piece batter fried fish platter. For sides, she ordered okra and cole slaw with the first meal, and with the second meal she ordered a side salad and French fries. Both meals were supposed to automatically come with hush puppies.
Once she was back at her vehicle, she realized that they didn’t give her the salad. So, she had to limp back inside to retrieve the salad. They gave her the salad and apologized. According to the receipt, she was helped by Elexis.
Upon arriving home, which is 45 minutes away, she discovered that they kept the hush puppies out of one meal. The second meal was for her daughter, who we will call Sarah. Since this happened on October 12, 2013, which was a weekend, Sarah waited until the following Tuesday about 2:30PM to call Captain D’s to talk to them about what had happened. The lady who answered the phone identified herself as a manager.
Sarah explained what happened, and how her mom caught them trying to keep the salad too. The lady was very stand-offish about the whole thing, as if Sarah was fishing, no pun intended, for a free meal. The lady said that it’s the customer’s responsibility to be sure that they get their food and that Captain D’s isn’t responsible.
Sarah told her that it sounds like it’s a common problem for them and that they should have up a sign, saying for customers to check their food before leaving. After being offered 2 free hush puppies, Sarah hung up and called the Area Director who is listed on the receipt as, Regina Halyard.
Regina Halyard told Sarah that the lady who answered at the local restaurant probably wasn’t a manager at all, and probably had lied so as not to get in trouble. She further explained that it’s the employees’ responsibility, not the customer’s, to make sure the customer receives their entire order. While she seemed sympathetic, she only offered a free side salad and two hush puppies.
It was truly an insult to Sarah to be offered what would be estimated to be $1.50 fix on an almost $17 order. Obviously, neither Sarah nor Brandy would ever go that far out of the way for a side salad and two hush puppies. Really, the salad is only a pile of lettuce with one slice of tomato. It’s a pretty sad little salad when compared to, for example, Wendy’s side salad.
Sarah explained to Regina Halyard that, while she wasn’t looking for a free meal, it was not right what they were offering. Not only did her mom have to return inside the restaurant, but in the end she still didn’t get her complete order. Most other places would have offered more than what they did and it felt like a slap in the face. To begin with, the whole incident very much felt like age discrimination and the lack of a real offer to make it right only caused more hard feelings. Only offering a side salad and hush puppies wasn’t useful, as the meals include a choice of sides and hush puppies anyway, or well, they are supposed to.
Sarah told her that she wouldn’t be going out of the way for a side salad and two hush puppies. If Regina Halyard had put any thought into the matter at all, if she was experienced at her job, she would have offered a $5 discount. If she’d asked Sarah what she had wanted, that would have been her answer. That resolution would have been lower than what either of the meals had cost, it would have forced these two people to place a new order which would have benefitted the restaurant, and everyone would have come out ahead.
But sadly, no, that’s not what Regina Halyard wanted. She only wanted to offer a free side salad and two hush puppies, which she knew would never be picked up, as it’d already been explained to her that these people lived far away and wouldn’t be in that vicinity to just drop by.
There was no resolution to this matter. Everyone should be warned if they’re going to eat at Captain D’s to check their food, be it in the drive thru or inside, before leaving. Do not feel badly that you are blocking the line or drive thru either, as you deserve to get what you paid for!
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