I'm writing to share my recent experience, as I was very disappointed with both the service and the quality of my order. Alyssa has some of the worst customer experience I have experienced at this restaurant.
When I placed my order, I was quoted a 30-minute wait time. My husband arrived for pickup and waited over an hour. When I called to check on the status, I was then told it would be an additional 25 minutes due to the kitchen being short-staffed and chefs working overtime. They had t even started my order. While I understand staffing challenges happen, the wait time communicated to customers should be accurate so we can plan accordingly. In total, we waited about an hour and a half.
Unfortunately, the issues did not stop there. I had requested extra garlic butter cooked with my order, but instead received an entire cup of cold butter rather than it being prepared as requested on the food. And I was charged for cold butter with garlic I couldn't eat. Additionally, the vegetables that were supposed to come with the meal were completely missing, and two of the steaks were overcooked.
When I called back to resolve the situation, I was told I would need to bring all of the food back in order to receive a refund for the missing vegetables. This was frustrating, especially after the extended wait time and the fact that staff had already acknowledged the vegetables were missing while I was on the phone before I even said what the issues were. I was hoping for a more customer-focused resolution. But instead Alyssa turned it into a me problem.
I also expressed concern about the overcooked steaks and was told that the restaurant's steaks are "always well done," which contradicts past experiences and the fact that doneness levels are typically confirmed when ordering.
To make matters more disappointing, when I asked to speak with an owner or request contact information for further assistance, I was told that Alyssa was in charge, that the owners are never there, and that no contact information could be provided and they are never there nor do they ever come in. The call then ended abruptly because she needed to take other orders.
I understand that busy nights and staffing shortages can happen, but the lack of accountability, communication, and problem-solving in this situation was extremely frustrating. I hope this feedback is taken seriously so future customers do not have a similar experience.
This is not the first time I had had an issue with Alyssa. Seriously tired of dealing with her and this restaurant. She really should be trained to time orders vs making up times and excuses. For the owners never being there you can really tell from their staff. I would never let someone with that level of customer service run my restaurant. I usually eat at home due to restaurant looking unappealing presence and lack of ac but honestly will not return. Save your money and go to Shogun! read more