We've been to Kazama Sushi several times, and normally it's one of our favorite restaurants. The food has always been exceptional, which is why this experience was especially disappointing.
This visit was to celebrate my daughter's birthday at her favorite restaurant, and unfortunately, several things went wrong.
My daughter ordered the teriyaki salmon plate and found a piece of paper in her food. The plates that were brought to our table were dirty, and there was also hair on one of the spoons. We were seated outside because the restaurant was busy, which I completely understand, but I asked if our table could be wiped down. The towel used to clean it had a strong, old smell that unfortunately transferred to the table.
The service was also very disappointing. We arrived just before 2:00 PM, and from the beginning, our waitress repeatedly emphasized that they would be closing soon and that she needed our order. I understand that restaurants have closing times, but we immediately felt rushed rather than welcomed.
This is also a waitress we have had on several previous occasions. I have tried to give her the benefit of the doubt, but unfortunately, the service has been consistently short and unfriendly. She did not introduce herself, there was very little follow-up, and I frequently had to prompt her for things we needed. For example, I had to ask for additional plates and bowls for our miso soup and appetizers rather than having those provided with the meal.
When the bill was brought, I again felt rushed to sign and leave because they were closing. At one point, a staff member was leaving and our waitress came outside and loudly reprimanded him while we were still trying to enjoy our meal. I understand that restaurants can be busy and staff issues happen, but handling that conversation loudly in front of customers felt very unprofessional.
I asked to speak with someone in charge because I wanted to share my concerns directly. I was told that the waitress was the most senior person there. I explained everything that had happened, including the issue with the food, the dirty dishes, the hair on the spoon, the rushed service, and the overall experience. Her response was essentially an apology followed by an explanation that she had been going back and forth because they were short-staffed.
I understand being short-staffed is difficult, and I absolutely sympathize with employees who are working under pressure. However, staffing issues don't excuse food contamination, dirty dishes, poor cleanliness, or a lack of basic customer service. What was most disappointing was feeling that there was no real acknowledgment or accountability for what had happened.
The food itself remains excellent, which is what makes this so frustrating. We have enjoyed Kazama many times in the past, and I truly hope this was an isolated experience. But celebrating my daughter's birthday at a restaurant she loves should have been a special experience, and instead we left feeling rushed, disappointed, and uncomfortable.
I hope management takes this feedback seriously because the quality of the food deserves to be matched by the cleanliness and customer service. read more