Ray's Caribbean American Food — Restaurant in Maryland

My experience at Rays left something to be desired. I'll start. with the food. I ordered the stewed snapper with rice and peas and greens. The food was good but definitely could have used a little more seasoning. It was still good overall. However, the service was atrocious and this was all due to Ray's unprofessionalism. Upon ordering my meal I was told it would be a 10 minute wait. I reiterated the wait with the front staff and she said yes, 10 minutes. I decided to wait in my cat as this was a take out order. I didn't want to have to come back into the restaurant and wait if my order was not yet ready so I decided to come back inside after approximately 20 minutes. My order was still not ready so as I waited and waited in the restaurant I became a little impatient and started asking how much longer (there was only one other person in the restaurant but apparently they had gotten a slew of take out orders). I asked the front staff if I could have something to compensate for my wait. I think this request is what sent Ray into an unprofessional tangent. He came from the kitchen to confront me and asked me how do I think fish can be prepared in 10 minutes. He also told me that since I'm from the islands I should know better (I have no idea what led him to say that other than the color of my skin bc I had never been there before and we are not acquainted in any way). This was shocking. The front staff proceeded to ask me what I wanted and gave me options so I selected a chicken patty. I continued to wait because I had already paid, had I not, I would have simply left. When I finally received my order (one meal) I asked to speak to Ray again because I was shocked at his previous behavior. As I was explaining to him that I wouldn't have had an issue waiting had I known the actual wait time. He proceeded to tell me that the front staff doesn't know how long it takes to prepare meals and again I should know it takes longer than 10 minutes- all the while he's in the register trying to find the time of my order (which he claims was 25 minutes prior to our conversation). I had to explain to him that I am the customer and he should direct his issue regarding the quoted wait time to the staff not to me. This was one of the most unprofessional encounters I've ever had at a restaurant. Perhaps he was stressed from the orders but as a customer I did not deserve such treatment. I also think had I not asked for something to compensate for the wait- this wouldn't have happened. They should have offered me something without me asking- that's how you do good business and gain...

I just have to leave a 1 star review smh. The integrity of this business is just trash smh. I visited this place on 10/26/2023. Had a bad experience and left 2 honest 3-star reviews under two different emails (Ty & Jason). I gave credit where it was due but also was critical on certain things. Their response to my food being skipped by at least 7 customers that ordered AFTER me was “dine in orders matter most” ….. explain to me why making somebody wait for a “Take-out” order just so somebody that is “Dining In” can get their food first. Dine in customers mean they plan on spending their time there right? So I’m confused as to why quickness is a key point for “Dine-In” customers. & Look I’m a very understanding person. If 2 customers after me got their food before me then I wouldn’t have complained, but SEVEN??? That means you literally had my order in the queue just sitting waiting for the right time to make it …. Absolutely unprofessional. Ordered my food at 6:53 and didn’t get my food until 7:20. There were customers that came in at 7 and got their food by 7:10.

& to top that off they told me my claims were “invalidated” because I mentioned race being a factor. A company telling a customer that his feelings are validated? I understand denying the claims and defending yourself but also telling a customer their claims are invalidated? That’s professional? What if I was your mom, your dad, your aunt. I work in customer service and that’s how I approach everyday…. How would I want my family members to be treated when I’m not around.

& I come back to the previous reviews that I left and see the owner edited his replies just 4 days ago. To an incident that happened 4 months ago. If my claims weren’t valid you wouldn’t have felt the need to back track like that.

It’s a shame because like I said the food is delicious. I was just looking for some type of empathy, not combative...

I’m making this review before I even taste my food. It is now 7:17pm have yet to get my food, I ordered my To-go order at 6:53. I watched 7 customers come in after me to Dine-In. They all got they food brought out to them before I got my food. I asked the lady at the register she said “We’re just busy sir” and then I asked another guy, which looked like the manager, “Hey man I’m not angry or anything(I really am though) but does dine orders have more priority over take out?” He says “yes sir they do”….. That really disappointed me man especially because the lady at the register energy changed once I got to her so I had I feeling before I even placed my order that I wasn’t being taken serious. I was referred to check out their fried rice so I’m sure it’s delicious but that really really disappointed me. I’m not claiming any racial discrimination but honestly it felt like it low key. Shaking my head. Customer Service -1

Update: it’s 7:20 and they just gave me my food. I MUST SAY FOOD WAS ABSOLUTELY DELICIOUS!!!

Response to social media team: you point out one thing I said and disregard the complaints I have? My intent wasn’t malice at all. Even though I felt neglected and disrespected I spoke to everyone in the building with respect and told them to have a nice day. Don’t try to stir the narrative. People’s orders should never be skipped! “Dine in” or “to go” it doesn’t matter. If you at least apologized in addition to responding to my review then it would be respectable. At least address why I was waiting 30 minutes while 7 people that ordered AFTER me got...