My experience of ordering this restaurant via food delivery app was horrible. So I can only speak in perspective of someone who was never given a chance to try their food yet.
When searching up a specific meal to order, this restaurant was the first one to pop up due to their high reviews. I happily ordered my dish with notes for a request to change one of the ingredients if possible due to a preference. I initially looked forward to a potientally delicious lunch. But within 5 minutes of ordering from the app, I was called by a lady (I assume the receptionist) who demanded if I was the person who ordered from the restaurant. I answered yes but before I can process what needed to be done, she demanded for me to explain what my note said. I explained that I would like one of the sashimis to be more salmon. This is because some sushi restaurants I have ordered in the past disproportionate the amount of sashimi (Which I had no chance to properly explain why I wrote this down). She proceeded to complain to me that I should know the difference between a sushi, a sashimi and a chirashi and even explaining in detail... With no time for me to say that I don't need an explanation and that I know was aware of what I ordered. I felt offended because although no one knows or expects one another to understand ethnicities behind the accounts and names we use, we can't assume we don't know anything at all about the dish the customer ordered. I am half Japanese ironically and I felt that the explanations was unnecessary as I have never asked for one nor properly defend my thinking process. Despite being quite frustrated, I asked what can be done to have the order be just salmon at this point vs my initial request which wasn't all that difficult to understand to begin with. I also emphasized to her that I mentioned "if possible" at the end of my note to mean that I would have understood if it cannot be done. She denied my options ofc. And she continued to rant on about how she cannot substitute/exchange any other dish because of the specific dish I ordered. I even told her I was willing to pay the price difference but was quickly denied. I complained to her the restaurant already have multiple dishes that are salmon based and that that this shouldn't be more complicated that it already is. She ignored my comment and said rudely that I need to cancel my order. I only managed to suggest to her that there shouldnt be a note section option for requests if it cannot be fulfilled for specific dishes. She ignores me once again and that I need to cancel by saying that this order has been a mistake and that I was never meant to order in first place. Before I can finish off any of my points, she ended the conversation off by saying that "the restaurant just make the dishes it has to make, we don't cater to people like you". Like seriously? Were any of these comments and explainations necessary?
Instead of being cut throat to the chase and simply saying that the order cannot be done with a simple explanation, I felt that it was a passive aggressive battle of "I'm right and you're wrong". I am glad that she did not curse me out but the customer service element was simply not there. I am shaken a bit by how this experience was. I am grateful that customer service on the app managed to cancel and refund me the order once I told them the quick truth. I won't order from this restaurant again via food delivery as I cannot trust that the dish I order will be honored. And I am reluctant to visit this restaurant in person unless I have a change of heart to give them another "chance" Buyers via delivery beware despite the higy rated reviews and lower expectations for a resolution if there is a problem with the order. read more