Last week, I had lunch with a friend at Sushi Ninja and ordered several dishes. Before leaving, I…read moreplaced an additional order to take home. When the takeout order was brought to my table, I did not inspect it immediately because we were still finishing our meal.
Approximately 10 minutes later, as we were preparing to leave, I checked the order and realized that it was incorrect. I brought the issue to the waitress's attention and explained that I had not touched the food; it was still inside the original takeout container the restaurant had provided.
The waitress spoke with a supervisor named Ukari. I was told that the restaurant could not take the food back because it had been sitting at the table and could not be resold for safety reasons. I was then expected to pay for the incorrect meal and place a new order if I wanted something else. Although I was disappointed with the resolution, I complied in good faith. I ordered another dish and paid for my meal in full.
This week, I had the same experience. I placed a takeout order by phone and gave very specific instructions. I ordered two meals in separate boxes, without ginger or wasabi, because the food was for my children.
When ordering the sushi, I specifically requested salmon and asked the employee three separate times whether it was cooked. I clearly explained that I did not want uncooked salmon. The employee, Kayley, assured me that the salmon was cooked.
I was initially quoted a total of $21. However, when I arrived to pay, I was told the total was $28. When I questioned the difference, I was informed that I had been charged extra for a topping. I paid for the order and left with the food.
Once I reached my car in the parking lot, I opened the bag so my children could begin eating. Immediately, I noticed that the salmon appeared raw and was not what I had specifically requested. I left the parking lot and returned to the restaurant with the food.
I explained that this was the second time I had ordered cooked salmon and received something different. I was told that the salmon was smoked before being delivered to the restaurant and was therefore "technically cooked."
I spoke with Ukari, the supervisor, and Kayley, who had taken my phone order. I asked them to look at the salmon and explained that I had specifically requested cooked salmon three times because my children would be eating it and they do not eat raw salmon.
Instead of addressing my concern, the conversation became a back-and-forth over whether smoked salmon should be considered cooked. When I asked whether the salmon in front of us actually looked cooked, they declined to answer directly.
I was again told that the restaurant could not take the food back.
Despite explaining the situation, I was not offered an exchange or a reasonable resolution. Instead, I was told to place another order for a different dish. I ultimately left the original food on the counter and took pictures of the salmon.
After I explained that I intended to dispute the charge with my credit card company, I was finally offered the option of speaking with the manager. By that point, I had already spent a considerable amount of time trying to resolve the issue and needed to pick up my other child from school.
I ended up paying for a new order. Unfortunately, that order came with wasabi and ginger, despite my original request for separate boxes without either ingredient. My child cannot tolerate the smell of wasabi and ginger and was unable to eat the food.
Why I Am Concerned About Food Safety:
My concern is not simply whether the restaurant classifies smoked salmon as cooked. It is that I explicitly requested cooked salmon, asked for confirmation three times, and relied on the employee's assurance when placing the order.
Raw or inadequately cooked fish can carry pathogens or parasites that may cause foodborne illness. I am not claiming that the salmon I received was contaminated, and I cannot establish that anyone became ill from it. Nevertheless, when food is intended for children, clear communication about whether fish is raw, smoked, or fully cooked is especially important.
I have attached pictures of the salmon I received so others can see what prompted my concern. I have also included comparison images identified as cooked salmon for reference.
I am disappointed by the lack of a satisfactory resolution and the inconsistent handling of my concerns. I believe customers deserve accurate information about food preparation, clear communication about prices, careful attention to special instructions, and respectful customer service when something goes wrong.
I am sharing this experience so other customers can make informed decisions if they choose to dine at this restaurant.
The website that lists that the bagel roll is cooked salmon: https://www.sushininjafl.com/brandon-menu