Shaking Crab (Newton) — Restaurant in Newton

I really like boil-in-a-bag seafood, but I felt it necessary to write this review to describe the terrible customer service experience I just had at the Newton location. I don't normally write reviews, but this experience in particular warrants it.

I placed an order through Caviar (2X snow crab legs + 1X clams with other side items in the bags) in different sauces, but what I received was all the same sauce and was super spicy. I love spicy food, but this was incredibly spicy and I just couldn't eat it.

I checked the Caviar website, which told me to contact Shaking Crab directly.

I called Shaking Crab, told them that the items were incorrect, and was put on hold for ~ 15 minutes before speaking to a manager, Takarli. She asked me the same questions as the first person, and then told me that the order was in fact correct and that my only recourse was to drive to Shaking Crab to pick up a new order. Multiple times, she tried to tell me that it was Caviar's fault; however, the order confirmation I got was different from what I ordered. At no point did she apologize, and it seemed as though she did not believe me.

I have ordered food from this place before and knew that the order was incorrect, so I drove there. I asked to speak with the manager and explained to her that it was impractical to ask Caviar orders to come and pick up their food if the order was incorrect. Again, she did not apologize, and continued to insist that the order was correct. I brought the food with me, so they could easily see in the kitchen that there was a problem. She told me I was being aggressive, which I guess is a get-out-of-jail free card if you don't like what someone is saying to you... I was annoyed at this point, but I was just trying to explain my situation.

A man from the back, Alex I think, came up from the kitchen and apologized (twice). Perhaps they should make him manager.

Once I got the new food, I told them I'd take a look at the bags to make sure it was correct. I remarked that it smelled totally different and seemed to be correct. The manager then told me that it was the same as the original order. At this point I let the manager, Takarli, know that it was very disappointing that she refused to acknowledge that there was a problem with my original order, and never apologized at any point.

As I was walking out the door, between the first and second doors, I heard Takarli mocking me about my comment about the different smell of the sauce. Really nice...

The new order also had a mistake (the clams were still in the wrong sauce... but it was not impossibly hot to eat this time).

In the end, the manager did a terrible job in helping me with this problem and consistently contradicted the obvious facts of the situation. They should find a...

Well I'm going to start with once upon a time.

Once upon a time shaking crab was awesome,food atmosphere,client satisfaction. It's a small place I know but the customer service has most definitely gone down in my book. Okay I know u want to give everyone a chance and courtesy but when we are spending nearly a thousand dollars in your restaurant customer satisfaction your customer service ND above and beyond is essential. There are 18 of us,we are drinking a lot, we are eating a lot and we are drinking the expensive drinks. My last encounter which was today was awful. I always bring not one,but I've brought you alot of guests and big groups. We spend a lot In food and on drinks. Yet some of my guest were left taking our foods in doggie bags because we were rushed out. Let me not start with the one host the African American lady that kept on coming to me and telling me our our time was almost up. I feel as a frequent guest of this venue it was more than rude. I even called to reserve this table. It is obvious that you don't have the sufficient space or staff or even managerial expertise to handle a small place for a large crowd. I'm not ever stepping foot on this place and let me tell you we spend money and we leave a very satisfactory review when it is worth. I have to say our waiter was awesome and he has been there since I first started to go. I have told my guests to right their review and next get together is going to be held elsewhere where we don't feel we are getting kicked out of. Let me also say we always leave more than expected tip. This is the last time we step here as there are more than plenty of other restaurants that we can bring...

Not sure what all the rave is about? went there Saturday evening with family. Place opens at 5pm and there was a line of may be 40+ people outside waiting to get in. We managed to get seated in the first round. There were at least 30+ people still waiting outside and inside jamming the entry corridors. I get that this place just opened and establishment is still figuring things out. Took forever to get drinks ordered, another forever to order the food. Free fries offer was still on the table, however never showed up.

We ordered Alaskan King crab legs: $33 / pound, 1 pound Dungeness Crab: $24 / pound, 2 pound crab 1 pound shrimp + 1/2 pound clams = $15 Sweet potato fries = $6 Calamari = $8 Steam rice = $1 Sweet Tea = $2 per glass, NO refills

Total tab for 2 adults + child = $125.19 including tax, NO tip added yet. Jammed way too many tables into a tiny floor space, total FIRE hazard ! !

We had ordered 2 different types of sauces with mild spice. Could not tell the difference between the 2 sauces, mild tasted quite spicy and we can handle extra super spicy...

Calamari was not bad Sweet potato fries were a bit soggy, may be oil temp not high enough? Dungeness crab shell were soft, not so fresh, same goes for Alaskan King crab legs

Our child broke out in hives due to the unfresh seafood later in the evening after we got home, I also had a slight allergic reaction because I have more of an iron stomach

Have at it if you like unfresh seafood with horrible service and long wait. I would rather take my chances buying fresh live seafood at any wet market and cook it myself

First and last...