Captain D's — Restaurant in Fort Walton Beach

Have eaten there since the day they opened up in their original location, but this was the worst experience and food ever and we'll never go back. Too bad it wouldn't let me give 0 stars. My husband went through the drive thru on Wednesday, June 9 about 3.30PM. I bit into the catfish and immediately spit it out. Asked my husband to try it to make sure it wasn't just me, and he spit it out and ran to the bathroom and threw up. It actually tasted like rotten fish smells, and living here our entire lives, we definitely know the difference between fresh and rotten fish. I broke apart the other pieces and they were partially cooked and smelled rotten. I immediately called the store (my phone record says 3.40PM), asked for a manager and Jennifer told me she was one; she had actually taken and remembered the order. I told her what happened (mainly wanted to make sure no one else got bad fish),she was very nice, took my name and phone number and said if we didn't want to make the trip back to the store that day (traffic from the Island had become bumper to bumper and being disabled, it's sometimes hard for either of us to spend much time in a car), to put it in the fridge and bring it back the next day and speak to the store manager, which I did. A very rude young black man (will withhold his name, but he knows who he is) with no people skills, immediately stated they don't get bad seafood; he first told me a refund would take 2-3 weeks, then backtracked and said I would have only gotten a refund if I had brought it back right away. I said even a gift card would be fine and he said he could only offer a replacement right then and there. (I was in no mood for fish after what I had just experienced.) No one appreciates being spoken down to as he did to me (at 65 my entire career was centered around customer service and never have I been dismissive or treated anyone badly and he needs to learn how to be a real manager, and also take a course on customer relations), and I left him the nasty fish to dispose of and told him we wouldn't return, that they had lost 2 long-time customers, and he didn't seem to care. They are going downhill, our ticket number was 0067 at 3.30 in the afternoon, meaning they'd only had 67 tickets that day (not many within 5 hours) and a store won't survive long with those numbers, attitudes and nasty raw and rotten food. They could take some lessons from the Chick Fil A playbook and see what real customer service and good food can do for them. Save your money and go somewhere else, but if you do take a chance and get a bad order, good luck getting anything done about it. They may not care about losing our business, but the tourists are only here for a couple of months and they will soon be in trouble if they continue to treat the locals this way. Too many other good restaurants in this area to settle for frozen, rotten food, and really bad customer service. Keep treating people like you are and not caring about losing business because franchise or not, you won't be able to keep your doors open if you don't have...

Yikes. This was a terrible experience and I wasn't even able to order. When I came in it was obvious the line of people had been waiting for quite a while, and they had all ordered their meals. Everyone looked very unhappy when I walked in so not a good sign. The guy at the register taking orders was by himself at a very busy time on a Sunday at 5pm. Bless his heart, he was taking orders and running food all alone. So after being there for about 10min (not ordering yet, just looking at the menu) I asked a man that was obviously irritated if he was line and he replied "I don't even remember what I ordered at this point." Okay. The guy at the front called out for an order, only to realize they "glossed" over a previous order for a woman who had been waiting. They called for her order to be made on the fly, and she wasn't happy about it. So the same one person at the front takes another order. The man makes his whole order only to be told they are out of salmon. All he ordered was two meals for salmon. I stopped listening to their conversation after that. I go to place my order and they are out of the lobster roll, which is what is advertised on the commercial and their sign out front- also the whole reason I came because my father-in-law, who watches TV 24/7, requested it because of the commercial and their sign. So now you've created a situation for me to deal with this stubborn, impossible man who cannot fathom a fast food franchise restaurant would be out of what is the special advertised, let alone for me to even want to stay at the restaurant to figure anything else for him to eat because it would take an hour since they already have a line of aggravated customers. This place needs...

It gets one star because of the service. I had never been here and will now never go back. The guy behind the counter seemed like he had never had human contact before. Didn't make eye contact. Didn't ask if we were ready to order. Just sat there stairing into space. Ready to order our first time ever eating at a Captain D the guy didn't ask us about sides we had to figure it out for ourselves we got two with it. After spending $25 for two adult meals and a kids meal I asked for our cups to go get drinks. "You don't get any" is what he said. I shocked asked if the meals come withdrinks and he said no. My husband said "you don't ask if we want drinks" responce was "no" and he walked away. Really poor customer service. Then they bring our food and forgot half our sides. Also saw ladies there complaining about not getting what they paid for and another family complaining. Should have left when no one wanted to take our order but gave it a chance. Poor experience. Poor customer service. They need to rethink that "evening" crew.the food was hot. Fish was good. Chicken was seasoned odd. Salad was old. Cole slaw was okay. Guess that crew didn't think much about representing their place...