Pre-pandemic this was our (brother and I) go to place for all you can eat sushi. I understand that some things had to change, and we were still able to support them since they had a drive thru. We decided that Chopsticks would be our first place to eat in person once we got vaccinated/opened for in room dining, but we've noticed a down-trend in both the drive-thru and in-person dining/food. Capped by what happened today.
So we arrived around 4:20 this afternoon for all you can eat sushi. The entire time we were there, my brother and I were the only customers dining in. There were 2 to go orders and 1-2 drive thru (aka, not busy). We were brought two menus and 1 sushi order form, and the girl seemed confused when we asked for a second sushi order form. I noticed our last two visits that (1) they tend to mix our orders together and (2) I was fairly certain each time we weren't getting the entire order, so I wanted to see if separate sushi order forms helped.
First, drinks. When she came to ask what we wanted to drinks, I said iced tea and my brother asks what type of sodas they had, to which she responded "Ok" and walked off. Not telling my brother the options. He ended up with a Pepsi which he isn't a fan of.
We each order appetizers and sushi from the sushi order form. The appetizers were as ordered and tasted fine/normal, but the sushi is where the issue started:
Brother ordered: 3 salmon and 1 shrimp sushi (the single pieces), 3 salmon rolls.
I ordered: 1 salmon, 1 tuna, 1 yellowfin, 1 shrimp, and 1 eel sushi, spicy tuna roll, oshinko roll, 1 other roll I forgot their name for, and 1 spicy crab handroll (instead of cut into pieces looks like a cone).
What we got was: 2 salmon sushi, 2 shrimp sushi, 1 salmon roll, 1 spicy crab as a sushi roll, and the one I forget the name (shrimp tempura inside, spicy tuna outside). That's about half to two-thirds of the order missing. We also were not given the little dishes to put the soy sauce in.
At first, we thought they had given us part to start with while they finished the rest. Then I quickly noticed the man making the sushi was not at the counter and never reappeared. I could hear something being made in the kitchen and assumed at first he was in helping; the rest of the staff/family were sitting at a side table. We then realized the rest of the order was obviously not getting made. One of the staff approached when they saw we were done and asked if we wanted another form. I informed them politely and clearly that most of our order was missing, to which she seemed confused. It would have been very easy at this time to bring our order forms back and we could point out what was missing, or talk to the man making the sushi to see what he had made vs was ordered, etc. She did neither.
To her credit, she did ask verbally what was missing, but it was clear after we tried to tell her there was communication errors happening. Eventually I said I was fine, but my brother did want his last two salmon rolls. She went back over and informed the sushi man, and other parts of the staff/family that part of the order was never made, to which he seemed confused and others crowded around the computer/bill/form to take a look. The last two rolls were brought over, then the bill. No one came to talk or clear up what happened, if there was anything they could do to fix or compensate and we were charged in full (for all you can eat when we ended up with 2-3 rolls only each).
On one hand, I didn't want to cause trouble or a scene, but it seems to be a repeating trend in our visits. On the other hand, to not check out the problem, try to fix it, or offer some small gesture (make the rest to take home, discount our bill, ice cream, something) seems a bit off. read more