Austin >Restaurants > The Captain's Seafood & Oyster Bar
5700 N I-35, Austin, TX | Directions 7875130.302567 -97.715784
Neighborhoods: Hancock, Central Austin
No Customer Service @ Captain's or the owner Adam – Here's the email chain from me and Adam Baker (owner):
Monday, March 14
Good Afternoon -
Your restaurant happens to be a family favorite that we frequent at least 3 times a month. However, the experience this past week, March 8, was beyond awful and embarrassing. I had clients come into town from Europe, and after traveling over 15 hours, they wanted alcohol and dinner. Without hesitation, I opted for your restaurant. We sat outdoors because they day was simply beautiful! Our server checked on us ONLY 2 times, although we were there for almost 2 hours. On top of that, the 3 appetizers (combo, alligator and shrimp diablos) were brought to us COLD. I personally had to go inside to order more beverages. Due to the lack of customer service, we lost our appetites and did not order dinner! I have no idea why we received such poor customer service and why the food quality was poor. My party was very easy going and not demanding. We simply wanted alcohol and snacks, and dinner with an occasional, "may I get you something else"? Being I am at Captains often, I did not hesitate to take my clients there because the food is always fresh and hot, the service is always on point and the outdoor setting is simply relaxing. I am extremely disappointed and had no choice but to bring this matter to Managements attention. I certainly do look forward to hearing back from you, because I'm curious to know how this situation can be rectified.
Thursday, March 24
It's been well over 2 weeks since I contacted your office regarding the lack of customer service and poor quality of food at the Austin location. I have yet to hear back from anyone as promised. Please make note that you have lost a very loyal customer of over 7 years. I will no longer take my family, friends or clients to Captain's.
Thursday, March 24
My GM attempted to call you and I know it was while you were at work but I assumed you would return his call. I am out of the country and will not be back next till next week so am limited on what I can do at the moment. He wanted to speak with you to clarify what happened and try to make amends. He is a very understanding and competent manager so I know he will do the right thing. We appreciate your continued business and would hate to lose you.
Thursday, March 24
You asked for a good time to reach me, I told you in the evenings and surely you passed that preference on to your GM. Your GM then called at 1:30 pm, while I was speaking at a conference, and with no follow up. If I can take time out of my day to waste money at your restaurant to be serviced awfully, dine on bad food, withstand embarrassment in front of my clients, and then send you an email to notify you while I'm in Canada, I'm worthy of a phone call during my preferred time frame, "I can be reached best late evenings".
No need to respond again, this is going no where.
Subject: Re: Experience at Austin location
Date: Thu, 24 Mar 2011 15:46:13 -0500
Hop on board for well-prepared morsels from the sea. – In Short
Comfortably clad diners and free-flowing conversations fill this quaint restaurant, designed to look like a moored boat. With details like the unpolished wooden deck flooring and its neon beer signs, it's kitchy, but it works. The outside deck is a relaxing alternative to the dining room. Functional landscaping helps shuts out the I-35 bustle. More diners get comfortable on the bow, near the open kitchen. Menu offerings include fried oysters, broiled flounder and crawfish tails.
best gumbo! – I have been to Captains many times and I really like their gumbo and oysters on the half shell.
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