Biscuits & Gravy

This was my first and last visit here. I ordered the crab cake. Prior to ordering the waitress informed me that it’s 60% real 40% imitation crab. I was disappointed but ok with this however, when my food arrive I took one bite of it and the batter was disgusting(tasteless) and greasy. One of my table mates tasted it as well and agreed. When the waitress came back to check on us I informed her of this. Very rudely she stated that she can’t take it off the bill and am I sure I don’t want to take it home and give it to someone else. I stated again, no it’s disgusting. The batter is not good how do y’all make it? That’s when she proceeded to say that’s how it comes. I said oh so it’s not house made. Then she walked away. It was unfortunate that she was not customer focused, no empathy, no understanding didn’t try to do anything to make it right. Due to her attitude I decided to cancel the carry out order that I placed and requested my bill. When she brought my bill I did inform her that she needs to be more customer focused… citing a policy and walking away is the complete opposite. I also suggested letting people know this is not a house made item (unlike most restaurants I frequent). She stated that she hates talking about it because it’s uncomfortable but they’re a small corporation so that’s why. I said while that’s fine you need to be more customer focused because honestly I had no issue with paying for the disgusting food and ordering something edible but her attitude turned me off completely. Additionally, not making this right significantly decreased her tip, cost them an additional order and future business from myself, those with me and anyone else I decide to inform of this encounter. I suggest revisiting your policies because word of mouth can help or hurt business and the last memory I would want a customer to have of my restaurant is that the food they received was disgusting, greasy and tasteless. Also if that’s your policy you should draw your customers attention to it when ordering so they know there is no satisfaction guarantee like any other restaurant.