Phone: +13012819155
Address: 15810 A Crain Hwy, Brandywine, MD, 20613, United States
City: Brandywine
Menu Dishes: 14
Reviews: 706
Website: https://www.urbancrabshack.com
"I am a regular customer of this restaurant, primarily due to the good food. However, the overall service is lacking. This isn't my first experience with subpar customer service at the Urban Crab Shack. On March 24th, I placed an online order, and the estimated pick-up time was 20 minutes. When I arrived, a gentleman politely asked if I was there to pick up or order. Upon telling him I was there to pick up, I provided my name and order number. He checked the system but couldn’t find my order. After checking with the kitchen, he returned and asked for my name again. Following that, he informed me that my order must have been lost due to a system issue and offered to take my order again. While I was disappointed, I accepted it. I presented my email receipt, and he assured me he would place my order. I expressed my concern about whether he had everything and suggested he jot it down, but he insisted he remembered all the details. Unconvinced, I took a slip of paper from my purse, wrote down my order, and handed it to him. He barely glanced at my note and reiterated that he had everything under control. I warned him that if I got home and anything was missing, I wouldn't be satisfied. Upon arriving home and opening my meal, I discovered—surprise—NO SAUSAGE! This was the second time I had ordered online and the sausage was missing. When I attempted to call the restaurant to address the issue, I encountered more frustration: my call went straight to voicemail, which was full, so I couldn't leave a message. This is why I'm compelled to write this review! Despite the quality food, I will likely hesitate before returning to Urban Crab Shack, as it may not be my first choice anymore. There’s a clear need for improvement in customer care and service, as my experience has indicated that the waitstaff could benefit from better training. During a visit on March 18th for lunch with my sisters, our waiter, while friendly, was not well trained—a situation I had encountered before with him. He is a genuinely nice young man and I believe he has potential with the right training. I tipped generously because I appreciate his effort, and I chose not to provide negative feedback directly, as I didn’t want to discourage him. As the owner, I urge you to invest in proper training for your staff. I can't be the only customer who has faced these challenges. You have a lovely establishment, and I’m sure you want it to thrive. Just imagine how wonderful it could be with every table filled and customers eagerly waiting to be seated. Please address these areas in need of improvement. Consider providing your staff with the training they clearly need."
All prices are estimates on menu.