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| - I recently visited the store on Germann and Gilbert and want to express how unsatisfied I was with the food and customer service.
Thomas the manager was working the front counter and has the personality of a piece of bread. He barely spoke. We walked in today at 4:00pm to no one in the restaurant.
We ordered loco moco - egg hard, with extra gravy, chicken katsu, lemon pepper chicken and spam masubi. Our order took over 20 mins to receive and a mother and child that came in 10 mins after us received their food before us.
After we ordered, we went to get our drinks, we noticed a spider on the railing. Something I was willing to overlook until I noticed it jumped! Quite unnerving to say the least, I let Thomas know about the spider, he looked at it and walked away. 5 mins later, we noticed it was getting closer to us, so my mother got a paper towel and killed it.
After we received our food, I noticed my loco moco patty was burnt (I have pics), we didn't receive a lemon with our lemon pepper chicken (which we always have in the past), the katsu sauce was like water (absolutely no starch...again I have pics) and no access to the forks or chopsticks. After standing at the counter for 5 mins, I told Thomas that I needed lemon, extra gravy and a fork. I watched Thomas walk over to the lemon container next to the tea machine to see if there were any lemons - he walked to the back and with his bare hands - lemons cut - put lemon in the lemon container. He gave me the extra gravy and told me there was lemon in the lemon container.
I witnessed 3 people tell Thomas the Katsu sauce was thin like water and each one was ignored. My son ate his chicken katsu with teriyaki sauce - not exactly what he wanted.
My mother had to go up to the counter again to ask for the extra fork.
There wasn't an explanation or an apology for the poor service and crappy food. To be honest, Thomas didn't look like he cared if he was there or not. The store wasn't busy by any means except for the lady that had a phone order that she called in 15 mins before she arrived and had to wait an extra 15 mins and leave w/o katsu sauce because Thomas was too lazy to get some more.
It doesn't make sense to replace the katsu sauce AFTER the customers left, which is what he did as we were leaving.
I frequented this establishment quite often on the weekends but never during the weekdays and will definitely think twice before I go there again - EVER.
Also - I was informed Stanley (the person above Thomas) would be out of town for the next 2 weeks for a conference - so I couldn't get in contact with him. The number I was given to lodge a complaint: 480-274-2540 a number that doesn't have a recording to whom I was calling.
Overall - I have gone to Ono's for the past 7 years - when there was only one location in Scottsdale and am very disappointed to see how far Ono's has dropped as far as quality and customer service.
( I have pics and video on my mobile that was played for others to see the quality of the food and conditions of this restaurant...there is absolutely no exaggeration in this review.)
SAVE YOUR MONEY - GO TO ANY OTHER RESTAURANT IN THIS PLAZA BESIDE ONO!
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