Was super hyped about Aburi Restaurants opening up a new restaurant in Toronto as I'm a huge fan of Miku downtown. Visited on grand opening day, 20 minutes wait. Restaurant is upstairs, you take an elevator up. When we got inside the restaurant I was surprised that there was a wait when there was only a few tables occupied. So surprised that it was pretty dead for the grand opening.
After being seated, our waiter didn't show up until we have already ordered 8 items(you can only order 4 items at a time on the tablet). She came over and explained the concept and the sushi they offered, and asked us whether we wanted water or tea. We chose tea.
We ordered food through a tablet. The concept is similar to the restaurant that has the monorail sushi. You order on the tablet and your food is delivered by the belt. It seems like this restaurant is targeting a different audience with a different dining experience from Miku. All the food came pretty quick. Food was not bad, but it's still pretty far from Miku. The rice seems a little different too. They have more pressed sushi options here. Sushi at Miku usually comes in a 6 piece set. Whereas over here they offer it in 1-3 pieces. This offers flexibility and allows you to sample more of the menu.
On the tablet, there is an option for you to view your "history" this is where it shows what items you've order. We were looking in this section to see what items had not come yet, and that's when we noticed that there was two $3 charges for tea.
We informed the waitress that there was a charge for basic green tea. When we first sat down, how she asked us made it seem like it was complimentary, as Asian/Japanese restaurants usually offer tea free of charge. She suggested Autumn, their manager talk to us. Instead of trying to resolve or understand, she came to our table and started to argue that there is no such thing as free things at restaurants and that we should expect to pay for things. She also told us that it was stated on the drinks menu that tea is $3 each. However, the drinks menu was not incorporated in the tablet, it was actually a separate menu hidden behind the soy sauce on the side. On top of the misleading question that made us think it's free, our server didn't tell us there was even a drinks menu when we sat down. Autumn then stated "when you go to a restaurant, you should expect to pay. You don't expect free stuff". Then suggested scenarios like "if you were to go to a restaurant and the server asks you whether you want water or beer, the beer doesn't come free, if you order a cocktail, you should expect to pay". We were shocked and speechless after she said that, confused by why she would compare beer/cocktails/wine to tea. It is obvious that if I were to order a beer or cocktail at restaurants, I would be 100% aware and sure that I will have to pay for it without even looking at the drinks menu. It is obviously not free because no restaurant offers free beer or cocktails(not that we know of). It's simply not the norm. On the other hand, a lot of asian/Japanese restaurants offer tea for free. Yes, when we go into restaurants we expect to pay for the things, that's why restaurants are not always full. If drinks and food were free, restaurants will be completely full 24/7, not empty like this on grand opening day. They had to fake the hype and make people wait for 20 minutes when there are plenty of tables open.
All we wanted to say was you should've informed us. Even without an apology, the intention of trying to resolve the issue would be nice. Instead of an apology, she pretty much gave us a lecture. She made us feel like she was looking down on us, as if we couldn't pay for the extra $6 for the two cups of tea. The bill for food came up to $83.63.
The manager is lacking customer service and problem solving skills as THE MANGER.The things she says to us, her customers are super rude and unprofessional.We know that they just opened, some things might not be aligned and mistakes may occur.But at least an apology would've been nice since we were misled ahead of time.If we were informed that you have to pay for tea, then it's not a problem, charge it.The problem is that we were not informed about it. It is the principle and not the money/cost for the tea.But if we had known there was a charge for tea, then we would've opted for something else to drink.
We were anticipating the opening of this restaurant ever since we've heard of it.Even visited on the grand opening day to support the sister restaurant to our favourite restaurant in Toronto, Miku.Our encounter was super disappointing.We didn't have a good experience because of how the manager talked to us and dealt with the situation.Pretty much ruined the atmosphere.It's not about the $3 but the principal and her attitude.Anyhow, wouldn't recommend this place with or without this issue.You're better off going to Miku Downtown.In our opinion the service and the food quality is better in Miku too. read more