Last night my family of four went to Wu's House in Orland Park, and unfortunately it was a very disappointing experience.
We were seated in the regular dining area and ordered iced teas, which were fine. However, the service timing for our meals was very poor. Our food came out at completely different times. My husband received his meal first and started eating while the rest of us were still waiting. My daughter eventually received hers while the rest of the table still had no food.
Unfortunately, the food quality was also extremely poor.
My husband stopped eating his meal because it tasted bland and off. My daughter stopped halfway through her sushi because the temperature, texture, and flavor were strange. My son's shrimp sushi was dry and very chewy, and the tempura squid was tough and flavorless.
My mother's tempura shrimp was also tough and lacked flavor, and the small amount of sauce did not help. My tempura chicken was crispy on the outside, but the chicken itself was extremely rubbery and difficult to cut or chew. It honestly felt like it had been fried from frozen or was very old. The tempura vegetables were also disappointing -- the broccoli pieces were so large that the batter inside was still wet.
I also never received the miso soup or ginger salad that were part of my meal.
The only items we actually enjoyed were the coconut shrimp and the seaweed salad. The cucumber salad was okay, but overall the vegetable prep across dishes was very rough and inconsistent.
The server himself was kind and polite. However, the experience with the manager was extremely disappointing. We told our server we simply wanted to pay and leave and did not want to take any food home. We also told him we were not asking for anything removed from the bill.
After we had already paid (in cash), the server mentioned he had spoken with the manager about the situation. We asked to speak to the manager because we wanted to show him the quality issues with the food that was still on the table.
The manager was dismissive and rude. He immediately began making excuses and said the issues were our fault for ordering those items or for not sending them back. The reality is that nearly every dish at the table had problems, so we did not feel comfortable ordering anything else.
He also claimed that the lack of flavor was because Japanese cuisine is not supposed to have flavor or salt. While we understand cuisine styles differ, that does not explain food being dry, rubbery, or extremely tough.
We were not asking for a refund or any money off the check. We had already paid $246 and simply wanted to bring the quality issues to his attention. Instead of acknowledging the concerns or offering an apology, the manager remained dismissive and continued repeating that he could not take anything off the bill.
To make matters worse, both my husband and my mother later became sick after the meal.
Overall, the food quality, service timing, and management response made this a very disappointing experience. The server did his best, but the manager's response and the condition of the food were unacceptable. read more