I've been here once before and honestly enjoyed the food and price point, but after waiting 2 hours for our food along with a bit of disservice, I had to give in and reclaim my money. Allow me to explain.
My girlfriend and I called in at 6:36 pm on a Friday night to order out a simple 3 roll meal. The waiter told us our food would be ready in 30 minutes, so we showed up promptly on time. There was roughly 6 other groups waiting to pick up their food, one sushi chef working, and two cashiers(?). No big deal, we might have to wait a bit. The customers were all mulling over their hunger, most silently looking at their phones. After waiting about 45 minutes there, I kindly asked for a time estimate -- many of the same customers I saw when we arrived were still waiting for their food. The chef announced he was working on a woman's order for 11 rolls and that the orders following would be quickly made. He even cracked a joke that we should try coming in on a Thursday when they had less business. The cashier suggested the wait time would be 15 more minutes until our order was complete. Thus, my girlfriend and I decided to take a peak next door at the pet shop to distract our hunger and came back shortly after and continued to wait.
What tipped me over is when another customer asked for a time estimate on his order and impatiently stood by the chef's counter. The customer announced he had made the order an hour ago over the phone, and, in turn, the chef immediately finished his rolls. And here are the few of us, who had been waiting at the restaurant for our food for more than 1.5 hours. Talk about neglect. IN FRONT OF YOUR OTHER CUSTOMERS. This is unacceptable. It's 8:32 pm.
I immediately got up and asked for a refund after the cashier checked out that customer. It's this simple. How can you disregard your other customers' requests in lieu granting another one's wishes? Clearly you didn't prioritize by order number, a huge turn off. The cashier even said "I understand", as young and naive as he is, while sliding the return receipt over to me. LOL. Not an apology. Just a statement. Or was it a compassionate statement?
Words of advice:
A) Respect the order number (especially when customers are giving the stanky eye to new arrivals)
B) Hire a second chef for peak times. Its Friday night in the suburbs and people want sushi.
C) Provide some waters or refreshments/water for your waiting customers? This is a service -- there is a tip line. read more