"I am writing to you to express my dissatisfaction with the service I received at Juicy Crab Conyers last night. My experience was far from satisfactory, and I feel it necessary to bring it to everyone’s attention that they have intentions on patronizing this establishment. I’m very disappointed in the Juicy Crab Conyers to say the least. I placed an order online and headed out for the 20 minute drive. Prior to departing the online confirmation showed the item being ready for pickup 7:40 PM 7:50 PM (ample time there). I arrived at 7:45pm with a text showing “your order is ready for pickup”. I entered the pick up area, gave my name, and requested my order and was told it’s not ready and it will be 5 10 additional minutes. As I patiently waited I witnessed sub par transactions and lack of decent customer interactions; while several doordash orders were picked up. After about 15 minutes, I asked for the status and was told it would be about another 20 minutes. I expressed that I had already waited 15 minutes and the staff member appeared as if he had no idea that I’ve been standing in front of him this entire time. At this point, I was quite frustrated after hearing the manager arrive to tell the employees to place a hold on all orders for 40 minutes. Once I heard that, I shared with him what had transpired and questioned him about the status and that I received notification that my order was ready. He candidly said ”Oh that goes out automatically, but that’s never worked”. He proceeded to tell me that the dining room area was full and there were a lot of orders. I told him the amount of time that I have waited and waiting an additional 45 minutes was unacceptable. In addition, the employee kept telling each person that came in that there was a wait of “5 10 minutes”. Extremely false! He was curt and left the area stating he was going to check on the order, but never returned. The customer service was poor, the “manager/cook” wasn’t apologetic nor empathized with me, he didn't present any type of resolution or accommodations for the inconvenience. What happened to the training on handling situations of this magnitude, certainly was not a pleasant experience from either staff member, especially when a paying customer is inconvenienced. It's essential that Juicy Crab create practical guidelines on how to handle customer complaints and that they train employees to implement them effectively. They continued to bring out bags, when I asked again if any of the orders belonged to me a different staff member asked for my name for the 4th time. I gave her my full name and then all of a sudden I heard the young lady say “here it is” (towards the other employees). I was totally appalled, that it appears that my order was sitting there the entire time. The other employee attempted to claim differently. No apology or closing just handed me the bag. Ridiculous that simple effort and service could have rectified this issue within minutes. To add insult to injury, once I got home the order was completely WRONG! Unbelievable. From what I already witnessed and experienced, no need in contacting them regarding the order mix up. I knew who was manning the phones. I understand mistakes can happen, but this restaurant did not meet my expectations at all. I found the behavior of the staff to be quite unprofessional, with some of them being downright rude and unhelpful. Overall, my experience at Juicy Crab Conyers restaurant was quite unpleasant, and I was very disappointed with the level of service I received. I hope that Juicy Crab Conyers take this feedback constructively and make the necessary changes to ensure that other diners do not have to go through a similar and subpar experience in the future. I have no intentions of returning."
