Fiery Crab Seafood Restaurant And Bar — Restaurant in Louisiana

We dine at the Fiery Crab often with 4-6 people. Our nephew was visiting from out of state, had eaten here on his last visit, and wanted to get food from the Fiery Crab again this trip. He ordered online directly through their website. After a terrible customer service experience, we won’t spend such significant amounts of money here again. The order wasn’t right, which happens. There was no sauce on the food. The problem ISN’T that mistake. It is how it was handled. When my nephew returned to our house with his food and he realized there was no seasoning/ sauce on it, I called immediately but couldn’t speak with the manager. I was told he was busy. I left a message with the person who answered the phone. I was told to keep my phone line open and the manager would call me back. 2 hours later, I called again. The second call, I explained the situation and was then told he would call me back to keep my line open. I said I would hold. That’s when I was told this restaurant uses a call center because they are too busy to take calls. They said they would pass the message to the manager. I never received a call. The following day, while doing an errand, I went in and spoke with the manager and showed him pictures of the food and receipt. He was rude. He said he needed the food. I told him I didn’t have it with me. He asked where it was. I said part of it is in my refrigerator, and what my nephew put on his plate had been thrown in the garbage, which had already been collected. He said I would have to bring the food back for him to do anything because it’s the company’s policy. I verified that even seeing the pictures, nothing could be done to correct the mistake. He said I should have called. I explained I had yesterday- two times and was still waiting on a call in which I was told to keep my phone line open, both times. So I asked if he had received my message. He told me he had returned 16 CALLS. I said none of them were mine and that speaks volumes if he had 16 complaints in one day. (He didn’t ask for any information and I still haven’t received a call). Again, the issue wasn’t the initial mistake, it was the customer service following. I know the total amount of this order isn’t considered significant for this company, it is for a young man barely twenty. UPDATE: The other manager called. He was very professional, listened to my complaint, explained the Fiery Crab often deals with dishonest people saying food wasn’t in the order when it was, but assured he didn’t think that was the case with me. After having a 30 minute conversation, offering to make amends with a partial correction- he would replace the shrimp, corn, and potatoes, but couldn’t the crab legs because they are too expensive, he then said the company is requesting I remove this review. I told him I would be happy to update it and explain instead of making the order completely right, I was offered a partial replacement meal for my nephew. I went on say that it would seem to me if they are asking people to remove reviews, they would do the honorable thing and make the order up completely since my call wasn’t returned and I wasn’t told I would need keep the food and bring it back (which I would have done had the other manager called me back as he was supposed to the night before), and that it is the principle of the thing because my nephew did check the order enough to see it was the boil he ordered but it never occurred to him there would be no sauce on it. I was also offered 10% for my next meal. To all this, I say, there needs to be improvement in communication all the way around. ALSO, at a glance, why does the Fiery Crab only respond to people who give...

On 9/16/22, My husband and I decided to have a dinner date at the Fiery Crab (Metairie). We arrived around 9:45pm. The only reason I’ve rated our experience with 1 ⭐️ is because we saw Colleen & chose to move to her section. We received superior/impeccable service, which also included professional behavior and friendly & engaging conversation, in spite of the all of the disarray & lack of professionalism displayed all around us. The strictly Rap & Hip-Hop music played throughout our entire meal was loud, offensive, and (in my view, having served in the hospitality industry for many years before the start of my legal career), was totally inappropriate for such an establishment. It made me feel like this Fiery Crab location was catering only to specific customers or its own Staff. We witnessed at least 5 Staff Members on their phones and no less than 3 Staff Members with their pants hanging below their behinds, exposing their underwear for patrons & children to see. We also heard Staff Members using FOUL LANGUAGE (over the music), from the KITCHEN area!! This in NO WAY is, or SHOULD be ACCEPTABLE, regardless of how good the food might be. We finished eating about 10 minutes after the restaurant was officially closed (11:10pm). I needed to use the restroom & was beyond shocked & disturbed by the FILTH & UNSANITARY CONDITIONS when I entered the ladies room. So, I went to the “non-gender specific” restroom instead & was equally as disturbed & disappointed at the FILTH in it as well. There was toilet paper all over the floors, used paper towels on the counter used for hand washing, toilet paper in the sink bowl, & trash cans overflowing to the point that uses hand napkins were stacked so high on top of the trash cans that they were spilling over to the nasty floors!! And, apparently these are the SAME DISGUSTING RESTROOMS THAT THE STAFF USE WHILE SERVING FOOD to CUSTOMERS!! I thought that restrooms had to be checked for cleanliness throughout the day in an effort to maintain cleanliness & hygiene, particularly when Staff are handling FOOD! It was immediately clear to me that is NOT the case at this establishment!! I’m posting pictures here of the 2 restrooms I entered & carefully used. Upon exiting the restaurant, my husband informed me that a Staff Member was complaining that she couldn’t clean the restroom bc I “some lady is still in there,” to which my husband responded “that is MY WIFE”! Unfortunately, it did take me longer than usual in the restroom bc I had to make arrangements to ensure that I was as protected as possible from contracting one or more of the many viruses that are rampantly spreading throughout our community in Southeast Louisiana. Had I used the restroom before eating, my husband and I would have cancelled our order & eaten anywhere else!!! As a result of such a horrible experience (except for our waitress Colleen), our family will NEVER eat at this location again & will be very skeptical about other Fiery Crab locations. It’s absolutely sad that the Management of this location has overlooked & allowed all of these things to take place! Owners & Upper Management should really consider...

Hello,

I am writing to express my formal complaint to the owners of Fiery Crab. I have never been treated poorly by a restaurant manager until now. Amber, the manager at the Metairie location, is not fit to be a restaurant manager nor in the field of customer service which she entirely lacks. As a first time customer to Fiery Crab and a visibly pregnant woman in my third trimester, you would think she would show at least an ounce of compassion or concern for me and desire that I have a good experience at the restaurant that I would want to come back, however, she seemed to only care about saving a few bucks at the end of the business day and felt entitled to mock me in front of customers while I was in pain. How sick can you be.

In short, my lips were burned with sizzling oil from a piece of catfish. I waited several minutes and tested out the fish but when I took a small bite there was oil trapped inside. My server never warned me of the fish just being taken out of the fryer right before serving and she and the manager Amber offered no compensation when I suffered my entire visit unable to eat with my lips on fire and having to suck on ice chips. I would like to provide additional information on my experience.

Upon looking up other reviews, I see that Amber is a repeat offender with multiple incidents being reported of her mistreating people and being stingy yet showing some people favor which is why I believe she is prejudice.

I truly hope my concern will be dealt with seriously and that Amber is no longer able to humiliate another customer and ruin the name...