Krave shack — Restaurant in Virginia

I’ve been coming to this restaurant since it opened and while the food is generally good, but the service has been steadily declining. My latest experience with their spicy chicken sandwich was extremely frustrating.

I called in advance to confirm if they had a spicy chicken sandwich since it wasn’t listed on the menu, and they assured me they did. The first time I ordered, the sandwich came as expected, with the spicy sauce. However, when I returned a few days later, the sandwich had no sauce on it, and it was given to me on the side. When I asked about it, they made me feel like I was crazy saying the spicy chicken sandwich isn’t even on the menu, so they just gave me the sauce separately. This two happened in span of one week.

Today, I gave them another chance and even spoke to the manager to confirm I’d be getting the spicy chicken sandwich with the sauce as it should be. Once again, I was disappointed not only was there no sauce on the sandwich, but they didn’t even provide it on the side this time.

To make matters worse, when I brought it up with the manager, his response was incredibly dismissive and condescending. Instead of apologizing or offering a solution, he just said, "So what do you want me to do? Just come next time, and I’ll give you credit." The lack of professionalism was really shocking.

While the food quality is good, the consistent lack of attention to detail and poor attitude from the staff have ruined the experience for me. It’s frustrating to go out of your way to clarify your order and still have it repeatedly messed up. We’ve been loyal customers since they opened, but this ongoing issue makes me seriously reconsider returning.

Response:

I'm disappointed with your response, especially the dismissive and condescending tone. I understand if the spicy chicken sandwich isn’t officially on the menu, but the inconsistent information from your staff led to the confusion. One visit I received the sauce, another time it was on the side, and the third time, there was no sauce at all even after confirming with YOU.

As for the previous complaint, it wasn’t really a complaint because I was just trying to inform you, and it wasn’t just me and my family who got sick. Our family friends also got sick eating at your place but they never bothered mentioning or calling because they are too kind. Also you are acting like I asked for a refund, this whole time every single incident with this place I have never asked for a refund. It wasn’t just about your food making us sick TWICE. The main issue is your staff's attitude when addressing it was dismissive, which is exactly what’s happening again. Instead of addressing the actual problem and offering a sincere solution, your response is defensive and unprofessional. I didn’t decline a refund because I didn’t ask one in the first place. What I wanted was to have the order done right in the first place.

I’ve been a loyal customer since your opening, but this repeated poor service and your handling of customer feedback make it difficult to continue supporting your business. Instead of asking me to stick to the menu items, it would be better to focus on improving the consistency of your service and addressing complaints...

My wife and I recently discovered this place through social media, and after seeing some beautiful Christmas lights on Saturday 12/28, family decided to give it a try. We were excited to sample the food, especially after hearing all the positive reviews. I ordered the gyro over rice, my wife chose the chicken over rice, and our daughter went with chicken tenders and fries— a classic choice. Unfortunately, our experience was overshadowed by an unsettling situation that occurred shortly after we arrived. Within minutes of being seated, an argument broke out between the owner and customers. At one point, the owner seemed to laugh off the tension, but things quickly escalated. He began making threats and cursing at the couple, eventually calling the police. The argument appeared to be over a request for napkins, which the older couple involved said they were told were "expensive." Although, I know there are two sides to everything so I’m just writing what we were told. My fiancée felt compelled to step in, as the altercation was unfolding in front of our child and other customers. He expressed that it was inappropriate to argue so loudly and unprofessionally in front of children. What further bothered us was the behavior of the owner. When he returned from outside, he did not acknowledge us or apologize for the incident. Instead, he continued discussing the situation with the staff, laughing about it in a manner that felt unprofessional and disrespectful to those of us still present. While I understand that managing a business can be stressful, professionalism is essential. It's important to maintain composure, especially in front of customers. If mistakes are made, a simple acknowledgment and apology go a long way. That said, the food was excellent, and we truly hope the owner and staff take this experience as a learning opportunity. While it’s understandable that not every situation will be perfect, handling it with dignity and respect is always the better...

LOTS OF FEES $ TAXS AND CHARGES !! CHARGES YOU FEE TO PAY WITH DEBIT CARD. STATE AND LOCAL TAX IS 10%

BUT AWESOME FOOD!!! EXCELLENT CHEESE BURGERS / SMASH BURGERS.

GREAT COMBO DISHES OVER RICE AND OR FRYS. CHICKEN AND GYRO COMBOS

GREAT GRILLED CHICKEN SANDWICHES MOIST NOT HARD!

FOOD AND PRICES WENT UP AND ARE NOT AS GOOD AS THEY WERE. AND WITH THE DEBIT CARD SERVICE CHARGE AND THE LOCAL AND STATE TAX OF 10% THEN ASKING FOR A TIP. starting to pay to much.

OTHER BUSINESSES HAVE THE SAME FOOD AT THIS PRICE BUT GIVE YOU A LOT MORE. OTHERS ARE OVERLOADED WITH MEAT. GETTING LESS HERE DIDN'T BOTHER ME WHEN WE PAID LESS. BUT NOW PAYING THE SAME AS OTHER LOCATIONS THAT LOAD UP YOUR TRAY WITH MEAT PILED SEVERAL INCHES HIGH AND HAVE TO PUSH IT INTO THE PLATE WITH THE TOP.

THERE'S A LOT OF FEES AND TAXES, NOW HIGHER PRICES AND NOT AS MUCH FOOD AS OTHER PLACES WITH THE SAME EXACT FOOD AND SAUCES. JUST NOT SURE IT'S WORTH THE MONEY ANYMORE MAY STOP COMING HERE. DEFINITELY STARTED NOT COMING AS MUCH AS WE WERE COMING.

UNDERSTAND SMALL BUSINESS THATS WHY NEVER HAD ISSUES WHEN FEES AND LOWER PRICES NOW HAVE HIGHER PRICES AND FEES..... SORRY OTHER BUSINESS ARE SMALL AND DO NOT CHARGE FEES LIKE YOU DO. IT WILL COST YOU BUSINES. CANT RAISE PRICES AND HAVE FEES AND THINK THATS A GOOD BUSINESS MODEL. FEES ARE PAID BY OTHER BUSINESS AS WELL AS YOURS. THIS BUSINESS NEEDS TO BE SENSITIVE TO THE FACT THERES AN ADDITIONAL AREA TAX TO FOOD THATS UNFAIR WAY TO RASE TAX MONEY AND OUTS A BURDEN ON SMALL BUSINESS LIKE THIS ONE. BUT AGAIN THE BUSINESS NEEDS TO BE SENSITIVE THAT ITS CUSTOMERS ARE ALREADY PAYING 10% TAX MAYBE A TIP AND NOW A NON CASH...