I am a local resident of Surprise, Arizona, and I was genuinely excited to try a poke bowl for the…read morefirst time. I am also a strong supporter and admirer of Hawaiian culture, so I was looking forward to experiencing the food and learning more about it.
Unfortunately, my first experience at this establishment was extremely disappointing and, in my opinion, did not reflect the welcoming spirit I associate with Hawaiian culture, food, or hospitality.
When I entered the restaurant, I greeted the manager, Lily, and explained that it was my first time trying poke. I asked if she could recommend something based on her personal preference. She began walking me through the different bowl options, including the bases. However, as I took my time deciding between the available choices, her tone became increasingly impatient and dismissive.
The same thing happened when I was choosing sauces and, eventually, my protein. At that point, I felt as though I was being rushed through my order rather than being given the opportunity to have a positive first-time experience. I understand that employees may have other customers waiting, but I believe there is a professional way to handle a busy situation while still making a customer feel welcomed.
What was especially disappointing was that this interaction came from the manager. As someone trying poke for the first time, I expected the manager to be patient, helpful, and enthusiastic about introducing a new customer to the food.
After completing my order, I pulled Lily aside and respectfully explained that I did not appreciate feeling rushed. She responded that I was being rushed because there were other customers behind me. However, I did not receive an apology or any attempt to address my concerns or improve the situation.
I understand that restaurants can become busy, however, every customer deserves basic patience, respect, and hospitality--especially when they are trying something for the first time.
I hope management takes this feedback seriously. The way customers are treated, particularly by management, directly affects how they view the entire establishment. I would encourage the company to ensure that employees and managers are trained to maintain a welcoming and respectful attitude, even during busy periods.
I came in excited to support a local business and experience poke for the first time. Unfortunately, I left feeling rushed and unwelcome. I hope my experience can be used as feedback to prevent other first-time customers from having the same experience.
