What happened to Ginza? I asked myself this question after I recently came here for my birthday dinner which is what this review reflects. My previous 4-5 times coming here were all excellent. Succulent sushi, sensational service, above average prices but still great value. Yesterday...well, was something else.
We arrived at 7pm, our first interaction was with the parking attendant who looked like she had a waitlist for incoming customers. Asking her if she held the waitlist she grimaced, and just said "NO", without explanation. We went inside and wrote our name down for 2 for a table instead of the sushi bar, with no host/hostess present. There were 2 seats at the sushi bar available but we wanted the extra space. After waiting 30 minutes, we observed a group who came in after us who didn't put their name down, get seated before us. We hadn't been greeted or spoken to since arriving, so I asked a server passing by for clarification as to why we were bypassed. He said "oh, someone (not him he emphasized) made a mistake". He walked away without any other explanation. For the purpose of his review and to protect his identity, I'll refer to him as Bob.
After 5 more minutes of waiting we were finally seated by Bob. 10 minutes go by, and after watching the surrounding tables receive menus, even the empty seats at the sushi bar, we sat without any menus or water. We flagged down Bob for menus. 40 minutes in and we were in business, we could order! Yes! Birthday dinner begin!
We decided on 2 orders of the 35 dollar chef special (omakase) sushi, dishes we loved and had ordered before. We asked for this from Bob who told us we couldn't order that because we were seated at a table and not the sushi bar. I was confused, as I had ordered omakase several times and had never once sat at the sushi bar. I asked for an explanation and he said "because the chef said so, only for this week". Had we known, or had there been a sign posted in the front, or really any signs of human life to greet us when we arrived other than the grimacing parking lot guardian to let us know of this important detail, we would have not wasted 45 minutes being neglected and would have sat at the sushi bar from the start. I thought, was I on an episode of Punk'd? Was Ashton Kutcher the chef? That was a more reasonable explanation at that point than being treated this way at my former sushi favorite restaurant.
After non-explaination Bob gave another non-explaination, he scurried away and said he'd ask the chef if we could order food that was on the food ordering menus we received, which was the last time he came to our table. Another server, who I'll call Sue stood nearby as an onlooker. Sue said she was new and didn't know these details so we couldn't help or comment. 5 minutes later, an elderly woman we recognized from our prior experiences, who is and has always been an absolute gem, came to help us. She kindly took our order, offered us free miso soup, and brought our order shortly thereafter.
The two stars I gave is for the sushi, which was great and not tarnished by the service, and for the kind gem woman who we love.
For me, food, service, and value are the 3 fundamental pillars of what make an excellent dining experience. Even 2 out of 3 can still lead to a good experience. But on this fateful day, we were given only 1 of these for the food, which is why I will no longer recommend Ginza to friends and family and will not be coming back.
To round out my birthday meal for the ages, neither Sue or Bob came to fill our water once. And Sue, after we ate our sushi and felt the experience was on the rise, came over to ask if we wanted dessert in an awkward way. I asked if fruit came with dinner, as we had before, and as other tables around us had. Sue, who proclaimed earlier she was new and didn't have a strong grasp on logistics and policy, said "No, it's a side order" in an annoyed tone. I was confused, and explained that we had received fruit during our prior experiences but she reiterated "No, it's a side". I asked if this was a new policy and she looked over at Bob, shrugged and offered no explanation. She walked off, and a few minutes later came back with fruit, and explained in a condescending voice that fruit came with the meal but that she was just asking if we wanted ice cream. Um, what?
This was the perfect ending to the most imperfect meal in recent memory. The food was the same as I remembered before but this time I left with a different taste in my mouth. What happened to you, Ginza? I miss the old you. read more