Extremely Disappointing Experience -- Poor Customer Service
My wife and I recently moved to Raleigh and were looking forward to finding a new Japanese restaurant that we could become regulars at. Unfortunately, after our experience at Kanki, we will not be returning.
When we arrived, we were told there was approximately a 45-minute wait. Rather than wait, we decided to sit at the bar. We ordered drinks, appetizers, soup, salad, sushi, and our main meal, which was filet steak, shrimp, and rice.
We specifically told our server that we did not want our main course brought out until we had finished everything else. We even asked them to put a 15-minute delay on the main meal so that everything would not arrive at once. This was a very simple request.
Despite that, our main course came out before our sushi, before our appetizers, and essentially before we had even gotten through the beginning of our meal.
We sent the food back and simply asked that it be remade when it was actually time for us to eat it. We weren't asking for a discount, a free meal, or anything unreasonable. We just wanted the meal we ordered served at the appropriate time.
A few minutes later, our server came back and told us they couldn't remake the meal and would simply have to reserve the food that had already been sitting there.
At that point, I asked to speak with the manager, assuming he would understand the situation and simply correct the mistake. Instead, the conversation became an argument about why they shouldn't have to "waste" the food.
I explained to the manager that the food being wasted was not our responsibility. We had specifically communicated when we wanted our meal served, and the restaurant chose to bring it out early anyway. We weren't asking them to throw away food for no reason--we were asking them to correct a mistake that was made by the restaurant.
The manager refused to remake the meal and offered to either remove it from the bill or let us keep it at a discounted price. At that point, I told him to simply take it off the bill because we were done and would not be finishing our dinner there.
What was most disappointing wasn't even the mistake with the food. Mistakes happen. It's how management handles those mistakes that matters. Instead of apologizing, taking ownership, and trying to find a reasonable solution, the manager seemed more interested in explaining why the restaurant shouldn't have to take responsibility for the mistake.
For a restaurant that depends on repeat customers and word-of-mouth, this was an incredibly poor display of customer service. We were new customers who were genuinely trying to find a place we could come back to, and instead we walked out feeling like our business simply wasn't important.
We weren't demanding anything. We weren't looking for free food. We simply asked them to remake a meal that was brought out at the wrong time after we had specifically asked them to wait.
Unfortunately, Kanki lost our business over something that could have been resolved with a simple apology and a willingness to make it right.
First visit, last visit. There are plenty of other Japanese restaurants in Raleigh that understand what customer service actually means. read more