Captain Hooks Fish Chicken - Chicago

Why do we complain? As African Americans, we often face stereotypes about being overly critical. When we visit businesses that aren't black-owned, we frequently encounter lack of respect and disregard. Yet, poor service can come in any form and at any price point. My recent experience at a particular fast-food restaurant is one I won’t forget. After a visit to the hospital for some blood work, I decided to grab lunch at "Captain Hooks Fish and Chicken" located at 1600 W. 13th Street. Although I had never dined at this chain before, I was familiar with it. Upon entering, I was struck by their massive menu featuring everything from chicken gizzards to chicken quesadillas. I opted for the catfish nuggets, thinking there was no way they could mess that up. While I was waiting for my order, I overheard a cashier telling the manager that one of the registers was not functioning correctly. I chose to eat inside, and to my delight, the nuggets were fantastic. After finishing my meal, I decided to treat myself to a brownie for dessert, still wondering how they could possibly get that wrong. The young cashier ringing me up, who was also African American, told me my total was $3.49. I handed her $5.50, expecting $2.01 in change, but she gave me the wrong amount back. This led to a heated exchange. I asked to speak to the manager, and she directed me to the cashier beside her. The manager, a young Mexican woman, corrected the change, but the cashier continued to insult me. Upset, I told the manager I wanted to return the brownie and get my money back because I found the cashier's attitude unacceptable. The young lady laughed sarcastically, which only added to my frustration. Feeling angry as I left the restaurant, I considered going back inside to take pictures and post them on social media to share my negative experience. When I returned, I encountered an older gentleman who appeared to be Muslim. He introduced himself as the manager and owner and offered me a free brownie. I emphasized that my concern was not about the free dessert but rather about the quality of customer service I received. He took my hands and listened with genuine compassion, which made me feel lighter and understood. By the end of our conversation, he apologized and shared that he had been in business for thirteen years and valued good customer service. He surprised me by asking if he should fire the young cashier. I was taken aback, so I told him no, as I once worked in food service and understood the learning process involved in providing good service. He smiled gently and asked what he should do instead. I was silent for a moment, and then he suggested sending her home for the day. I agreed that would be a better approach and recommended he talk to her about her behavior. He wrote down his name and asked me to promise I'd return for a complimentary lunch someday. I insisted it wasn't about getting a free meal, but I appreciated his offer. The humility he displayed left a lasting impression on me. He made me feel like I was his most valued customer. This restaurant stands out not just because of the delicious catfish nuggets or the free brownie, but because the management—regardless of race or background—truly cared to listen to my concerns.

I had a gyro sandwich with fries and a Pepsi, and it was absolutely delicious!

Excellent service and delicious food—definitely a five-star experience!