Audio By Carbonatix
A Red Lobster customer’s quest for a simple refund over spoiled food turned into a bizarre ordeal.
What should have been a straightforward customer service issue instead turned into increasingly absurd demands that left viewers questioning just how much proof restaurants should require before issuing a refund—then the CEO stepped in.
Red Lobster Customer Given Moldy Seafood
In a series of viral videos with more than 5.3 million views across three posts, content creator and therapist Dr. Kennedy (@drkennedy) shared her shocking experience after ordering in from a Chicago Red Lobster.
“The food was disgusting. I had a seafood boil, and it was moldy. It was slimy. It was discolored. Very disgusting. It also smelled,” she says. “I was instantly sick to my stomach.”
She says she immediately called the manager, who asked her to send pictures and videos of the food, which Kennedy did. In the video, the lobster tail has visible dark spotting and slimy bits.
Since the restaurant was about to close, Dr. Kennedy says she followed up the next day to check on her refund. She says the manager confirmed receiving the pictures but tried to justify the food’s appearance, claiming it was normal.
“‘No, it’s not. I get seafood all the time. This is not normal,'” Dr. Kennedy recalls saying.
Manager Demands Physical Proof
When Dr. Kennedy asked to speak with the general manager, she says things took an unexpected turn. According to Dr. Kennedy, the general manager said she didn’t know if the food had actually been eaten and needed proof.
“I said, ‘Well, the food is already in the trash, and I had told the manager yesterday that I was throwing it in the trash because I was so disgusted,'” Dr. Kennedy recounts.
But the general manager insisted on seeing the spoiled food.
“She said, ‘Well I still need proof. Like, I need you to bring in whatever you have,'” Dr. Kennedy recalls
Dr. Kennedy says she explained that the food was at the bottom of her trash can, buried under other garbage.
“I said, ‘Well it’s at the bottom of my trash can, and … me and my family have already like thrown other things away including poopy diapers,'” she remembers.
The manager’s alleged response? “‘I don’t care. I need you to bring in the proof.'”
Customer Pulls Up to Red Lobster With Proof
In her second video, Dr. Kennedy heads to the Red Lobster with a garbage bag in hand.
At the restaurant, she hands the bag to a worker. “Hi. Are you Luke? Here’s my garbage,” Dr. Kennedy greets him.
The employee tells her they’ll go through it in the back and call her when they find the food.
In her caption, Dr. Kennedy emphasizes the absurdity of the situation.
She wrote, “All I wanted was a refund y’all… I actually brought my garbage to the restaurant diapers and all just to prove my point. This is extreme if you ask me. Just give me a refund all this is extra AF!”
Red Lobster Leadership Steps In
In her final update video, Dr. Kennedy shares that she received her refund and heard from Red Lobster’s top leadership.
“I did get a refund yesterday, and the director of operations called me, and, drumroll, the CEO of Red Lobster. Yes,” she says.
She says both executives reached out to apologize for the experience.
“They both were apologetic. They both were very nice, very sweet, and empathetic. So I really appreciate them reaching out to me,” Dr. Kennedy says.
Red Lobster also gave her a total of $150 in gift cards as additional compensation for the ordeal.
Food Safety And Customer Service Standards
Spoiled seafood can pose serious health risks and exhibits several clear warning signs that consumers should watch for.
According to Food Republic, color changes are one of the easiest ways to identify spoiled seafood.
Fresh fish maintains its natural color, but as it spoils, the color starts to fade and may develop a blue-grey hue. For shellfish like shrimp, spoilage brings a milky, cloudy, or yellowish tint that appears dull rather than the bright, transparent color of fresh shrimp.
Texture is another major indicator. Food Republic notes that spoiled seafood develops a slimy, soft, tacky, or mushy texture, whereas fresh fish should have firm flesh that springs back after applying pressure.
Smell is perhaps the most obvious warning sign. Fresh seafood should smell clean and briny, like the ocean. When seafood spoils, it develops a strong, ammonia-like odor or smells sour.
Commenters React
“The health department would’ve been behind me,” a top comment read.
“They act like refunding you is gonna come out their check,” a person said.
“Call the health department,” another wrote.
@drkennedy Let me explain. Red Lobster asked for my garbage the next day . They didn’t ask me to bring in the food the same day I complained . & yes the legal team got back to me after I sent an email complaining about being asked to bring in my garbage and they said I’d get a full refund . @Red Lobster
BroBible reached out to Dr. Kennedy for comment via TikTok direct message and comment and to Red Lobster via email.