Skrimp Shack — Restaurant in Virginia

Edit: I have edited my review from 1 star to 4 stars based on what happened after my review. I did delete part of my other review due to this and am also posting additional information. The owners of the Skrimp Shack reached out regarding the experience and even before I was able to speak with them about it action had been taken to correct the pricing issue online and also on the in store menus. It was updated to say the Mahi is available at Market Price which directs the customer to ask about pricing and know that they will not be paying the same as the other fish. When I had the opportunity to speak with the owners I was completely shocked. It didn't matter that they were traveling and working on opening new stores and were stuck in a rain storm. They dropped everything else and assured me that customer service is top priority and making sure that everyone has the experience they deserve. I talked to both the husband and wife during my conversation and you couldn't find two people that truly care more about how their name, food, and reputation is represented. I was apologized to, told if anything ever happens again to immediately ask for a manager. The fact the mistake on the menu was corrected immediately, everything was put on hold to discuss what happen and apologize, and I was assured that customer service is a priority combined with the fact that when reading the reviews they actually take time to read and reply to each one convinced me to give it another shot. The food was great, customer service was more than top notch, and a totally different experience. I don't know what happened the first time, it could have been a bad day for the person working, just to busy, or simply the mistake on the menu and when the person working the counter declined to honor the pricing and I didn't ask for a manager believing it would be a waste of time, I will never know. I do know that the person that was behind the counter on 02/07/2018 was beyond amazing and then the person making the food, personally bringing it out to each person and making sure that we had all that we needed made my experience today one that trumps the first one and will make me continue to be a customer. I only left 4 stars because the first experience was rough but I definitely recommend anyone that loves seafood try one of the many Skrimp Shacks. Don't forget if you are substituting another fish to verify the pricing if you have any questions. The menu has been corrected; however Market price changes so if you happen to choose a fish that is Market Price then it could be different daily. Thank you for caring about your customers and putting such pride in your business.

Original Review after removing some parts that no longer fit but still explained the first experience so the review could make sense. : I went to the location at 13175 Jefferson Ave in Newport News on 02/02/2018 and have never been more upset and disappointed. I feel lied to and cheated. The online menu clearly list the cost of a Skrimp N Fish dinner at $11.75 with an additional upgrade fee of $3.50 to upgrade to a higher end fish such as flounder, mahi, haddock, tilapia, or grouper. The menu says nothing about an even higher price for the Mahi. The person that took my order refused to honor the online menu price even after I expressed it would be my only visit. Sorry for the rant all but to me customer service is extremely important and any place that false advertises prices to draw you in may also be willing to do other shady things and that isn't how a business...

Well I wanted to give a great review, I really did but unfortunately I cannot. My party and I wanted to dine in. We let the woman (she had a shaved head) -at the register know ahead of time but she payed us no mind since she was too busy arguing with a customer over the phone. We then proceeded to place our order on a computer locatedat the counter. We needed a little help so we asked another worker for help. She was very nice and helpful. We again let that worker know we wanted to dine in and asked if we could. She said it was no problem at all. While we are at the table waiting for our food, it arrives in boxes inside a plastic bag as if we had ordered it to go! I said to another worker that we are dining in and she said oh I know! I told her then if you know why are our orders in a box to go and where are our plates with the utensils! Unbelievable! Poor customer service. Will not return. P.S I'm unable to reply to the owner on a separate post so I have to do it here. There was no miscommunication in my end. I wasn't referring to getting my own fountain drinks and forks. We did that and had no issues. However, we told your workers 3 times we were dining in and in the end they DID NOT bring our food in the manner you described. It was in Styrofoam boxes. Only after I went back to the counter and complained did we get the plates you mentioned. We had to transfer our food from the boxes and unto the plates. I wanted to leave and not dine in at all due to your worker's laziness but mother who is a Diabetic had to get something to eat right away. The food was a bit greasy and it did not taste as we expected it to taste especially with how pricey it is. You need to train your workers a bit more. Thank you for...

Very good food and fast service. 😋 Got Skrimp dinner with cole slaw, fries, okra, and green beans. All were top-notch and served with a smile 😊 (Denbigh-Jefferson location) Keep coming back, still great service and even better food. 👌 The only location my wife will eat at!! Back again, had the Haddock Dinner. YUM !😍 Coleslaw and Green Beans great as always! Sure would love to have a couple of hushpuppies to go with my meal, kinda like icing on the cake! 7-31-2023 Return Visit We drive 🚗 from Williamsburg to eat here, (won't go to Lightfoot loc.), and after last and this trip, I doubt if we'll be back here. Used to have the best fried seafood and sides, only to have turned into mediocre. The coating on the Shrimp 🍤 is thicker and heavier, the Coleslaw very wet and runny, the pieces of Okra all clumped together, and the portions are smaller and more expensive. $50 for two baskets drinks. 😳 Counter service was quick and courteous but our order had to be corrected. 🙄 It's almost as if there is no one here that knows how to sweat the little things that make a mediocre place into a great place. Sad to see this happen to such a wonderful eatery!🙁

Bring back the Giant Chicken Sandwich and Fresh...