Reviews Captain Hooks Fish & Chicken

I had a gyro sandwich with fries and a Pepsi it was yum yum yum !!!

Why do we complain? As African Americans, we typically get branded for complaining too much. Though we are often treated with little respect and disregard when patronizing businesses that are not black owned, a bad experience at a restaurant or fast-food establishment can come in any color--and at any price. My recent experience at one fast-food restaurant in particular would prove to be one I'll never forget. After having some blood work done at a local hospital, I decided to have lunch at a fast-food joint called "Captain Hooks Fish and Chicken" (1600 W. 13th Street). Although I had never patronized the franchise before, I have seen them around. When I entered the restaurant the first thing I noticed was their humongous menu which had everything on it from chicken gizzards to chicken quesadillas. I decided to order the catfish nuggets, thinking to myself how can they possibly screw that up. After I placed my order I overheard one of the cashiers telling the manager that one of the cash registers was not totaling the bills correctly. I decided to eat inside the restaurant, and to my surprise the nuggets were excellent. After finishing my meal, I decided to order a brownie for dessert. Again thinking to myself how can they screw that up. Not that it matters, but the young lady ringing up my order was African American. She told me my bill was $3.49, so I gave her $5.50 expecting to get $2.01 back. She handed me the incorrect change and we began to argue. I immediately asked to speak with the manager and she pointed to the cashier beside her. The manager, a young Mexican girl gave me back my correct change but the cashier continue to insult me. I told the manager to take the brownie back and to give me my money back because I didn't appreciate how I was being spoken to. The young lady who took my order began to laugh sarcastically, which only aggravated me more. After exiting the restaurant I was very upset, and I decided to go back inside the restaurant and take some pictures to post on social media with a bad customer service review. I was met by an older gentleman who appeared to be Muslim. He explained to me that he was in fact the manager and owner and offered me a free brownie. I told him it was not about getting a free brownie but about customer service and how I was treated by the cashier. He took both my hands into his and listened to my complaint with so much compassion and understanding that I felt like a great weight had been lifted off me. At the end of our conversation, he apologized and told me he has been in business for thirteen years and that he believes in good customer service. He asked me if he should fire the young girl. I was taken aback that he would put such a decision in my hands and I told him no. I told him that I once worked in food service when I was young and had to learn how to provide good customer service. He smiled gently, then asked me, what I should I do? I was silent. He suggested sending her home for the day. I told him that that might be better and to talk to her about her behavior. He wrote his name down for me and made me promise to come back someday for a free lunch. I insisted that it wasn't about a free meal, but I appreciated the offer. I can't explain why he was so humble but I do know he made me feel as though I was his number one customer. This was a good restaurant, not just because of the excellent catfish nuggets or the free brownie, but because the management black or white, Muslim or not--cared enough to listen to my complaint.