Ralph & Kacoo's — Restaurant in Lufkin

My cousin and I called in a to-go order recently that was not fulfilled. We ordered the Delta Double with thin cut catfish and stuffed crabs, 2 Catfish Fillet meals off the Southern Fried Classics, Shrimp Scampi, 3 orders of the hushpuppies from the appetizer menu, and one cheesecake with a side of strawberries. We were told it would take 15-20 minutes and we showed up at the 20 minute mark to pick up our food. When we got there we had to wait about ten minutes before the front checkout person showed up to greet us. I don't know where she was or what she was doing, but it wasn't even busy at all. With COVID-19 there were only a slew of customers inside the place eating, but still doesn't count for us to have to wait ten minutes to be waited on. While waiting we also noticed and weren't happy to see the cooking staff without masks present or on as they cooked and prepared other people's meals. We watched as they laughed and talked over products they were preparing. In the midst of noticing this, the front checkout person finally arrives and finds out we're there for a pick up. Why did we have to wait another 15 minutes just to get our food that should have been ready for us? It makes no sense! After finally getting our food we drove back to our relative's home which is 15 miles out from Lufkin to discover we didn't receive what we paid for. Let me just say the meal cost $84.04. The coleslaw, as stated on the menu to come with the fish meal, was not with the meal, the shrimp scampi was not on a bed of angel hair but with fettuccini instead (which was disappointing) and with no steamed vegetables like stated, the fries were undercooked, and the hushpuppies didn't taste great, plus only one plasticware for five individual plates that was put in the bag. My cousin immediately called the restaurant and was transferred to the manager. After the manager heard the complaints she stated that the cole slaw is only complimentary as if to say it was free and if you don't get it that's ok because it was free anyway. That's not what the menu implied at all. She also said that she would give us the coleslaw if we came back but they were closing in 11 minutes. I mentioned that we could not make it back tonight, and then the accommodation of a free dessert was offered. I can't believe for $84.04 the entire meal just about was not worth the price paid. I don't understand the concept of making your customers happy and satisfied. It's disappointing to know we chose Ralph & Kacoo's over anything else because we have visited the restaurant many times in the past with great service, but not anymore. We are highly upset and still demand a better resolution to our complaints. Coleslaw and or a free dessert will...

Went in for my first time and ordered a custom meal with blackened salmon with pasta and a side of broccoli with Delilah via the phone to pickup. Delilah had a bubbly personality and was very patient. When I arrived to the restaurant, I ordered a Shirley Temple with Delilah before I cashed out my order. Delilah wasn’t sure how to ring it up so she went to go find help and this nice bartender helped her and made it for her. I had a large sip of my drink and since it was to go I asked the bartender if she could put a little more grenadine and Sprite in my cup. She accepted nicely and I took my order and returned to my hotel. When I settled in to my room, I realized I received everything except the pasta as it was after hours and I had a long day of work I did not want to return back to the restaurant and I could not reach anyone so I decided I would address the issue the following day. The food was amazing, the salmon had been perfectly and there was even rolls included which was awesome! However when I went the next day to address the issue with the manager Ruth, I let her know my order and what was missing. I told her I would like to get that replaced and would like the whole order again. She responded with that the order was unusual As that order usually does not come with those items. I told her customized my order. She responded by saying the server more than likely had not charged me out for that meal and that she would have to check with the back to see if they added everything in. She also added that only the pasta would be replaced, while I was responding that I would be willing to pay for the remaining items she turned to head towards the back. After checking with the back, she returned with only the pasta and saying that the cook and the server stated they had placed everything in the order. This is after more than 20 hours where the cook had seen more than hundreds of orders and the server from the night before was not there. I reiterated that I had not received my pasta but got everything else. She responded annoyingly with the same information she received from the cook and server and said that she could only make the pasta and to just take it go. So I left the pasta there with her and left the restaurant. Although I enjoyed the food very much I did not appreciate my integrity being questioned and the manner in which did. I will not be returning to this restaurant and do not recommend for others...

So let me say first that the management here is VERY UNPROFESSIONAL and I would NOT RECOMMEND THIS PLACE !! I read the reviews before visiting and saw a mixed opinion about this place...mostly people complaining of pricing. The waitress gave mediocre service and the food came out fast. I do agree with the other reviewers that the food is overpriced for the quality but the quantity is plentiful. I got the seafood platter and the food was just ok. I decided to order desert to go but instead the waitress brought it to me as dine-in but I figured I’d eat a little and take the rest. About four bites in, I feel a sharp object in the cake so I reached to grab it from my mouth and it was a FINGERNAIL IN MY DESSERT. Another waitress saw me from afar and asked was everything ok. I showed her the disgusting fingernail that was in my dessert. She asked that I place it on the side of the plate and she would take it back to the kitchen. About 4-5 minutes after she left, the waitress who had my table came over asking for payment and I said “No, I would like to speak to the manager”. She was acting as if she had no clue what had happened when I’m sure her coworker informed her. Shortly after, the manager comes and said she took off the dessert. No apology for the matter and still they expect me to pay for a meal. I explained to her that this is a health concern as I worked for the Department of Health in the past and am very familiar with health inspections, etc. She then decides to apologize and say that the lady who prepares desert is clean and washes her hands and wears gloves as if that justifies a fingernail in my entree. My question was if there are gloves being worn then why is there a fingernail in my food ?...She then starts to smirk and I questioned her about why does she think this is funny or a joking matter because I’m sure it would not be the same if it were her food. Finally, she just walked away without saying anything. I left the restaurant right after this RUDE AND UNPROFESSIONAL BEHAVIOR BY MANAGEMENT!!! I can’t believe she actually had the audacity to laugh at a matter like this to my face! I would NEVER COME HERE AGAIN and I really wish I had never step foot in this restaurant. This is not the last they will hear from me but please be aware of the UNSANITARY preparation of your...