Captain D's

On Jan.7, 2021 @ 8:30 pm. Captain d's in McMinnville, T.N.
My husband & I placed a To-go order for a Sea Food Feast (But with ALL FISH no shrimp or crab). Keeping in mind that We drive 45 mins one way to get Captain's D's fish. After a few mins our order was bagged & we left. In the car I began to check our food and discovered that our order was wrong. We immediately returned to Captain d's to have our order corrected. The 2 young ladies up front was very nice, & apologized for the mistake & began correcting our order. while waiting, the male employee working in the kitchen yelled out the "pass threw" window to other employees commenting that we had ate the hushpuppies.
The male employee was not wearing a mask and did not have gloves on when he was in the kitchen around all the food.
In my opinion, That comment was very rude & uncalled for, because it seemed to be his attempt to accuse us of doing something wrong. Especially since the male employee did not have all the facts because there was a 2nd container that was full of hushpuppies. Which the lady at the front counter told the male employee after he made the rude comment. My husband told the male employee not to accuse someone of something before he gets all the facts & we left with our food again. when we got home we could not eat the food because it was like rubber, it was old or cooked in old grease.
On Jan.8, 2021 @ 1:30 pm (cst) I called the Captain d's to speak with the manager about the situation, hoping to resolve the issue but the same employees from the night before continued with their very rude attitudes over the phone.
The 1st lady (manager?) got on the phone, & who was there the evening before when the incident took place. She apologized for the male employee's behavior/attitude that the comment he made was a "misunderstanding". She gave the reason that the male employee is just like that in general. Then after we explained to her about our food being like rubber she put us on hold to speak with "Tiffany" (manager?) to see if we could have a store credit for a Sea Food Feast [all fish].
*Tiffany [ who was there the evening before when the incident happened with the wrong food & male employee being rude] Tiffany again stated that the male employee is just like that in general. She asked what we wanted her to do to resolve the issue about the food. we asked about getting a refund or store credit. Tiffany said she could not give us a refund since the incident took place yesterday & a refund would cause her register to come up "short" today. Then we heard a male voice in the back ground telling her to tell us to bring the food back today if wanted to get a store credit. We finally told her that we do not like the games they were playing & we would call the home office.
My husband & I have been around the food industry for many years and know that customers should be treated with the up most respect when trying to resolve any issues. These Captain d's employees are very rude and do not understand what "customer service" is. Captain d's should be embarrassed that employees are representing their company in this manner. If it was my store, somebody would be looking for another job because this type of behavior is unacceptable across the board.