Crazy Good Kitchen — Restaurant in Malden

I was contemplating whether to write a review or not. I decided to write one because I thought this business would benefit from some honest constructive feedback. Overall, I was disappointed in my experience. I’m going to start with service. It took almost 90 minutes for my order; order placed to order complete. Now the reality is, I just ordered a burger and fries. Generally, it takes typically 6-8 minutes for a burger to be prepared. Now if you’re competitors are able to produce a product in 15-25 mins and it take you (Based on my experience and apparently the negative experiences of others too) 1-3 hrs, then there’s some issues in your system that needs to be addressed, front and back of the house. In addition to that, why provide customer “emailed order completion” expectations if they’re not going to be met? Which leads me to the customer service aspect. If a company’s focus is customer service day in and day out, its should come out easily like second nature. Now, as a customer, if I mention that the email I received has a estimated completion time, and its already 30mins past that time, and the employees response shouldn’t be “We its actually xxx time from when we get the order, nor does a customer wants to hear “Customer knows they gotta wait at least 55 mins for their order. The lack of empathy, from that female in the front is more than enough to deter anyone from coming back. That tells me that customer service isnt a focus here. Business traffic will always fluctuate, it will go up and go down. If it gets busy and customer service takes a backseat, then that’s a problem. Great customer service is something you gotta bring to the table everyday with each customer. If you still dont get that, then just think of someone in your life that you love and care for the most- mother, grandma, kid etc. Every customer that walks through that door should be treated just how u would treat someone u care about. That's the difference between the ok and the great companies. Chick fil-a is a good example of a company whos got customer service figured out. There’s so many small business that were impacted as a result to covid. Your business are one of the lucky ones that’s still around. When a customer spends their money at your business a customer wants to feel like their business is appreciated. My overall experience made me feel like my business wasn’t appreciated. If you’re going to provide a customer with a time expectation, and then totally blow that expectation, your company should offer something to the customer for missing that expectation. It defeats the purpose of having a standard and not even hold yourself accountable for it. And, I get it, maybe giving things away may not be in the margins. At least, teach your front staff about accountability or at least act like they care. When a customer walks into your business, it’s a customer’s choice to patronize your business and your business should be grateful for the business I provided. Based on my customer service experience, made me feel like it was the...

Saw pics on insta so wanted to go and take my son. Terribly chaotic. The lady at the counter told me to use the QR code to place my order which I thought was strange because she was right there and the menu is on the wall. So after spending about 10 minutes finding stuff on my phone in the app I asked if I could pay cash because the app was asking for only my card or Apple Pay. She said yes you order here or something .. and I said oh I can order through you? I’d much rather order through a person than an app. So I started placing my order . I asked for the special ketchup and she seemed confused so I showed her on the app. Finally placed the order. Didn’t get the appetizer separately they brought it all out at once. It had ketchup packets . Kitchen guys were coming out a side door right where we were sitting so I asked if I could have some of the ketchup (I forget what they call it) and they said I had to order it up front. Ok well I already tried that . So I just forgot about the special ketchup. Then I realized they didn’t bring the cheese fries I ordered, went in and they told me to go back out and they’d come out in a minute. A different girl came out so I explained I’m not sure if I ordered them at the counter but I meant to since I had started my first order on the app I know I put it in there ... she snapped at me like so do you want to order them. Sure. The cheese on their fries is like cheap velveeta. It’s gross. And the spicy chicken is a weird spicy flavor. The burger totally fell apart. My son liked his chicken sandwich. We got outta there. I...

First of all, I want to start off by saying I really wanted to like this place but it was a total disappointment. My boyfriend and I decided to come to this place on Valentines day. He said I could choose any place to go out to eat and I choose this place in specific because the food looked incredible!. Once we get there we see that it is very busy. We waited in line to get in and the girl at the register was very rude and told us we had to get out and order online so we did. It said the pick up time was going to be take around 50-55 minutes and I told my boyfriend that was okay, we could wait in the car like everyone else. Little did I know I was going to have to wait almost 3 hours for 2 burgers a side of fries and a milkshake! 3 hours!!!!. When we went inside to check if our food was ready they said it was gonna take another 15 minutes and I said okay I understand its busy. But those 15 minutes took 2 hours. Why lie to your customers? Why not just put a sign outside or let your customers know the food is going to take more than 2 hours. Its that simple at least we would’ve known. Everyone that was on the line was also really mad and disappointed for the kind of service we were getting specially on valentines day. Our night was ruined and we are definitely not coming back and on top of that we never got a text saying our food was ready so when we went to get it it had been sitting there and when I opened it it was super cold. Huge disappointment. If you guys are hungry do waste your time coming...