I visited the Nottingham restaurant this evening with my partner and a friend. I'd like to make a formal complaint about a massively dissappointing experience due to the food and the service.
Between the 3 of us we spent almost £90 and ultimately I feel we'd have recieved nicer food if we'd gone to a Yo Sushi outlet in Tesco and spent £20.
First off the drinks arrived - both my partner and friend ordered Sake and it was just provided with the decanters and no actual cup, so they both drank from the decanters. Then an order of Salmon Maki arrived - it was a little messy in it's presentation and the sizes a, but ultimately not a big deal at that point. Then the £9 tray of 8 Yo Rolls arrived and I was shocked. They were smaller than the maki with even less salmon in. I have a photo of the maki next to the yo rolls as evidence. I order them all the time as they're my favourite but have never had them this small. For an item that is twice the price of the other, that is not acceptable. After, my Katsu Curry bowl arrived with no garnish. My partner's Korean Chicken Bowl then came out and despite the menu showing 8 pieces of chicken in the photo, it only came with 4 and a meager portion of rice. When these 2 meat items were served they were handed to our table from across the (working) belt and the closest person was my friend who is Vegan - she would have preffered not to handle the meat food but I guess this is something else that doesn't matter to Yo. When her hoisin mock 'duck' poke bowl arrived half of the toppings were missing, namely the sweetcorn, edemame and slaw. The sauce was also just poured on and not in the pot as advertised on the menu, again. Also she ordered half and half rice and it was all just sushi rice.
We finished most of the food but asked to speak to someone afterwards, as no-one had come to check on us whilst we were eating.
I assume the guy was the supervisor on duty (check shirt and white hat) and we explained to him all the things we felt were dissappointing with the meal.
Regarding the size of the Yo Rolls, he said the ones we'd had previously (aka the correct sized ones I've been ordering for the past 5 years) must have been made wrong. Then changed his mind and said there had recently been a recipe change to the Yo Rolls and they were now smaller - is that true? If I go to the Yo Sushi in Birmingham tomorrow, will they be the size of a 50p there also? After that comment he then said it was 'subjective'. I asked why they were more expensive than the maki (which was bigger) and he said it was because they have more salmon in.. which ours had the same if not less in. Things are either to standard or they're not, and these absolutely were not, it was embarissing. During this part of the conversation, another chef was cleaning the booth next to us and heard what we were saying about the Yo Rolls and actually commented himself that they were 'abit small' to which the Supervisor.. in front of us.. told him to 'shut the F**K up'. If that doesn't sum up the experience, I don't know what does. Totally and utterly unacceptable to speak to another member of staff like that infront of customers. Not only that, the chef admitted infront of us that the food was small, and the Supervisor still continued to say that we were the one's in the wrong.
I mentioned the garnish on the katsu curry and he said 'well we've got everything in stock I'm not sure why they're not putting it on'... well me neither!
I mentioned how there were only 4 pieces of korean chicken when the menu shows 8 pieces, but this didn't get explained. And even if this is not the restuarant's fault, that is bad form of Yo! to advertise one thing and provide another. It does not specify that you only get 4 bits of chicken so anyone would look at the menu photo, see 8 and expect that's what they'll recieve, they're meant to be 'bigger bowls' afterall.
By this point the Supervisor agreed to refund the vegan bowl for my friend but that was all. The conversation admittedly got heated by this point especially after the situation with his colleague agreeing with our complaint. My partner is Autistic and admittedly can come across with a strong tone, but the Supervisor said 'if you weren't so rude maybe I'd have given you a refund'. When my partner pointed out he was autistic, he didn't say that anymore, but is he admitting we should have had a refund for the standard of experience we had? If we were coming across rude, it was no more than he was coming across like we didn't know better. We weren't 'first time customers', we're regulars, and this shop is the only place we've ever had such a dissappointing experience.
He walked away after we said we'll be making a formal complaint, and here we are.
I'd really appreciate if someone can respond to my complaint and rectify the truely unacceptable experience the 3 of us have had this evening. I don't think I'll be going back to Yo Nottingham anytime soon. I don't want to spend £80 to rec read more
