Note: I understand that restaurants are facing unprecedented challenges due to the pandemic, and that celebratory national holidays are always stressful for restaurant management and staff. I know this is particularly true when two holidays fall on the same day, as they did yesterday. Nonetheless, businesses have had a couple of years now to adjust to the realities of the pandemic, and holiday weekend pressure on restaurants is entirely predictable. I want to emphasize that I do not fault the server for any of the failures I am about to detail.
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My wife, daughter, and I made a 6:30 p.m. dinner reservation on Father's Day/Juneteenth at Mainichi Sushi on Solano. We arrived on time and were seated within a reasonable 5 minutes. At that moment, ours was one of two empty tables.
We noticed upon sitting that our table had not been cleaned, but waited patiently for the bus person to clean it. Instead, she arrived with dishes and silverware and proceeded to set them up on top of the clearly evident crumbs, debris, and food spills from the previous party. When we commented on this, the busser apologized and returned a couple of minutes later to clean and reset the table.
Our server then poured our tea. I asked what kind of tea it was, and she replied "Black tea, I think." When she had gone, my daughter (who works in the restaurant industry) quietly told me it was not black tea, but genmai cha. Customers typically ask questions like this because of food sensitivities (I did not), and a customer who is allergic to rice (a key ingredient in genmai cha) could potentially suffer serious consequences from consuming rice tea they had been told was black tea.
About five minutes later, a server took our orders. Our daughter's order arrived first -- possibly because chirashi is easy to prepare in advance. My daughter politely waited for my order and my wife's to arrive -- but they did not.
(It was now after 7:00 , and the restaurant had emptied out a bit. There were 2-3 empty tables which remained empty for the remainder of our meal.)
As other tables continued to be served (including several that had arrived after us), we sat staring at my daughter's food and making Father's Day conversation. I eventually commented to the server that we had now been waiting for 50 minutes, and could she please try to expedite our order. (I understand that some orders take longer to prepare, but why not bring out all the orders at once, regardless? Why make the entire table stare at one person's meal for nearly an hour?) The server gave a perfunctory apology and said she would do her best, explaining that the kitchen was "slammed" with DoorDash orders. (And indeed, as we waited in vain for our food, there was a constant flow of waitstaff bringing DoorDash bags to the pickup table and of DoorDash couriers picking them up.)
After five more minutes, the server returned to tell us without apology that the kitchen had RUN OUT OF WHITE RICE (this is a Japanese restaurant!), and that my wife would have to make do with either salad or sushi rice in her bento box. (It had now been about an hour since we ordered, and only now had they realized this.) My wife said sushi rice would be fine, and the server warned her that we would be CHARGED AN EXTRA DOLLAR FOR THE SUBSTITUTION. Shocked, we politely asked whether they could waive the dollar -- seeing that the substitution was not our choice, and in light of the multiple challenges we had already faced -- and the server replied "I don't think we can do that, no."
The two missing orders arrived a few minutes later -- WELL OVER AN HOUR AFTER WE HAD ORDERED. Happily, the bento box included what must have been the very last of the white rice -- but none of us got the miso soup that should have been included with all three orders. We waited patiently for it, but it never arrived. After about ten more minutes I eventually called the server over to ask for it.
We finished our meal, I paid in cash, and we left. (Despite the disgraceful service experience, I left a 20% tip, as virtually none of this outrage was the fault of the server.) read more