Hook & Reel Cajun Seafood & Bar — Restaurant in Westminster

CORPORATE / GM / OWNER: PLEASE READ THIS AND CONTACT US. On March 2nd around 3pm, we went to Hook and Reel at this location in Broomfield. We have gone here multiple times and even went here last weekend. We went to this location, ordered food and soda.

The mozzarella sticks that we ordered came and they were honestly cold. Now we aren’t even the type of people to send back the food and we asked in a very polite way. They told us they would reheat it and bring it back The seafood boil came out and it was disgusting. There were shrimp shells everywhere in the bag, crab didn’t have much meat, sauce was watery, but that doesn’t matter. When we got the food, we didn’t even have any plates gloves or aprons on the table so we waited an extra few minutes even after the food finally arrived.

The manager lady who by the way, does not know how to manage a store, told us that our server was new and we understood. However, we obviously will not pay a crazy price for the food we left on the table obviously.

The manager said she could take off the food and give us a discount and everything was alright. However, we got the receipt and here is what it said on it (picture is attached). She took off the price of the mozzarella stick and wrote that it was take off for the reason of “didn’t like”, and the 30% she took off was because “customers were horrible”. When we complained to her about it she said that it is the stores protocol to write that. So Hook and Reel, is that really how your restaurant is supposed to treat your customers? According to the manager at the 9280 Sheridan Boulevard restaurant that’s exactly what the resturant was supposed to do.

At the time we didn’t know she was the manager so we asked to speak to the manager. We were waiting for the manager, and she comes back to us and my sister confronted her asking if that’s how she was supposed to treat her customers. It wasn’t even about the money at this point. The manager started yelling in front of other customers and causing a scene, and my BOYFRIEND was the one that had to tell her to not cause a scene because people were staring. She kept saying that she had to write the customers are horrible comment because that’s what she’s supposed to do. Then she started accusing my boyfriend of saying that he wouldn’t tip when that was never in the question. We STILL left a tip even after this ENTIRE incident. When we left, I asked the front counter lady who was working if the lady we spoke with was actually the manager. After that, another employee butt in and told us that it’s over and to leave.

Never in my life have I been so disrespected at ANY place I have been to. I am actually in shock. The new guy was a nice server and we understand he was just recently starting at the job. The dude that’s tall with the long hair is already fantastic as he served us last time. However that manager, and her employee at the front, oh my god I am in disbelief.

I actually need someone to reach out to me about this situation because what the actual hell!!! I need that manager to face serious repercussions and honestly gets fired. That manager lady is disgusting and if it is true that it’s the company policy to write that customers are horrible like she said it was (i highly doubt it) on their receipts that’s unacceptable.

Oh and the employee who told us to leave and that it was over when we were just trying to get security… If someone is doing something wrong it’s okay to stand up against them even if they are your manager. It’s called having courage and doing the right thing- which you didn’t do! So please find out whoever that was as well.

By the way, she wrote “customers is horrible.” She doesn’t even know how to use proper grammar. That says a lot about the kind of people that Hook and Reel hires as their managers. Personally, I would never hire someone who doesn’t even know how to use...

I will say, the food is great and if you don't care about rude wait staff or the possibility of your card being declined repeatedly despite you having money in your account, I would recommend it.

However, TODAYs occurence has assured I will not be going back there again (Thanks to the server telling me not to). I sent in an order early this morning through ChowNow that was supposed to be ready around 11:15. When I arrived (at 11:19) the order wasn't ready but that was no big deal.

It was me and one other waiting there to pick up orders. They were having issues with the DoorDash service and for some reason the other person's order was not being sent back to the kitchen. They ended up manually walking it back to the kitchen to prepare it. Probably about 5 minutes later, an order comes out which I assumed was mine as I had been told mine had been sent back fine and was already being worked on. The employee working there bypassed me and gave the order to the DoorDasher waiting for the order. I thought it was a little odd but assumed the wait staff knew better than I did and so I continued to wait for my order.

At about 11:30, one of the employees finally came out to give me my order. It didn't feel right so when I went out to my car, I checked it and sure enough, it was incorrect. I went back inside and let the man working there know it was incorrect to which he looked completely confused and took the order and returned to the kitchen.

And then I waited and waited and waited. Eventually, I flagged down the woman who had originally helped me and asked her when it might be ready to which I immediately got a rather rude and defensive response of "I have no idea how long it's going to be." I let her know I had an appointment I have to get to and she continued saying "Accidents happen. Theres nothing I can do about it. Accidents happen. Accidents happen."

That's all well and fine, and I understand that but nowhere was anyone apologetic about the accident (that could have been avoided if they had confirmed who's order they were handing to who). There was no receipt even stapled to the outside of the bag I was handed stating what was inside or whos order it was.

I said "Okay well I want a refund, I can't keep waiting." and she continously kept telling me "accidents happen" and she REFUSED to refund me.

I also let her know that this is not the first time I've had an issue with this location to which I was told "Then stop coming here."

I was pretty irrate at this point by the way I was being treated and talked to so I said "Fine, I will just go through the third party company I ordered with and file a complaint." She was now across the restuarant and YELLED "My name is Angel!" As if daunting me to make a complaint.

This entire interaction has really put a terrible taste in my mouth for this place that, despite their good food, doesn't disapate. Especially since I didn't even end up getting my...

Just Wow! I will never come back. I have been here four times and this was the worst experience I have ever had in my life at a restaurant. I waited 20 minutes on a wait list on a Wednesday night and they were not even busy. Once seated we ordered an iced tea and a watermelon martini and crab fries. We got the crab fries before we got the drinks. The crab fries they were very nasty and flavorless. I would not recommend the crab fries or the restaurant. 40 minutes go by and we get the watermelon martini and no iced tea. I don’t even bring it to the server’s attention. I just never received it and have already waited 40 minutes and may never see it. The watermelon martini is so warm. We sent it back they asked to make us another one but we were not waiting another 40 minutes. I mean a warm martini. I think it is suppose to be cold. Whatever. We then ordered Dungeness crab, shrimp and scallops. The sauce was so thick you could barely eat the seafood. I never got the Dungeness crab. I received snow crab. Again they ask if I would like a Dungeness crab and I said I am not waiting any longer. After we asked for a manager then the manager comes over shrubs his shoulders and then walks away. When I was finished another manager that called her self the Server Manager was very rude and again started arguing with me over my bill. Then I asked to speak to the store manager again which he ran to the back of the store and they said they could not find him. He finally returned and told me he was calling the cops on me. I’m like okay you don’t even know it’s my girls birthday and this was the worst birthday ever for her. You ruined a persons birthday that you did not even know it was her birthday. This place has the worst management I have ever been to in my life. You deserve zero stars. The food zero stars. The environment zero stars. The atmosphere zero stars. The bar drinks zero stars. I would not recommend. District Manager or Regional Manager or Corporate Manager needs to learn how to manage their stores because this is uncalled for and for them to allow this is unbelievable. I will tell several people that I know in this area about this place and tell them to not recommend since I am also in the customer service field and deal with 100’s of people a day. This place needs help all the way around with a company that does not care....