Christmas celebrations were in full swing 9:30 pm December 20th; our guests for a small party of 10 people were hungry and agreed to order sushi from Edo Japan through the online app.
The ordering app was incorrect, stating the store was closed and forcing the date to ready for 'tomorrow' at 10:30 am. I called to confirm the store was open until 10:00 pm and advised them an online order will be coming through shortly. I had asked if they arrange delivery, which they do not; no problem 'Street Cars Delivery' will pick it up and deliver for $6.
Once the order was processed through the app, paid for with VISA debit ($72), I called back to the store to have the date edited to 'tonight' not for 'tomorrow'. To which the on staff manager replied "we can't see the online order until 10 minutes prior pick up time, you'll have to pick the order up tomorrow". I explained the mistake with the app, that we need the food tonight; it was paid for, it won't be needed tomorrow but no options were made available by the manager other than to call in 10 minutes prior to your order pick up time.
Frustrated and hungry we ordered Domino's Pizza; which was ordered through their online app, paid for with VISA debit and arrived promptly.
By 10:30 am the following morning I called into the Edo Japan Swift Current store to explain the situation, request a refund, to ensure the order was cancelled and not made. The on staff employee passed the call to the manager, who requested the store owner give me a call.
I received a call from the store owner at 11:00 am. I explained the situation, explained the food was for a party last night, wasn't needed for today and that a refund is requested. After a back and forth discussion it was concluded that a refund wasn't possible. I requested the order to be at least delayed until 7:00 that evening. To which the owner made comments that the store would not delay this order a second time, that if I was late to pick the order up they wouldn't be held responsible. This comment upset me; to insinuate that I wouldn't show up on time for an order that cost me almost eighty dollars was preposterous. I reiterated that this inconvenience was not my fault as their customer. That an online order should be able to be edited, cancelled and refunded; especially in the year 2019 almost 2020. That I would not be late to pick it up by 7:00 pm.
I received a second call from the owner at 4:38 pm, to explain that a refund would take approximately 5-7 business days to complete, that he would do this, if that would make me happy. By this time I had already made arrangements with a couple people to come over to help eat all the sushi that was no longer needed; that I wouldn't be late to pick up the order. The owner apologized for the misunderstanding, that his comments were taken out of context, that he is trying to make me happy, they make their food fresh every time, at the time of order and he wants to make sure the food I receive is fresh.
I arrive at 6:45 and my order is already bagged and waiting for me; they just need to warm up the edamame. After eating as much as we could that night, then leftovers the following lunch and dinner, there was still wasted food that spoiled and was thrown away. The amount ordered would have fed our party of 10 comfortably, but was an unnecessary waste for the days to follow.
Please use caution when purchasing through Edo Japan's 'My Edo App' read more
