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I had visited the location in Southern Highlands, and I wanted to like this place just because! My first experience here, however, will definitely ensure that I will NEVER EVER return here, no matter what occasion.
This has to be one of the toughest reviews for me to write because there are so many things that went wrong during our time there. Now, I am taking into consideration the fact that it is a new restaurant and some of these employees may have never worked in a restaurant before, so please do not think I am being too critical. In fact, I've worked at 2 completely new restaurants, too, so I know how it goes.
My boyfriend and I arrived at about 1:30pm. We got seated in small section of booths. Our waitress, Tatjana, came over and introduced herself as well as the menu. She was extremely cute and friendly, and was quick to get our water and take our initial orders for our AYCE.
We ordered and went straight for the sushi first:
Screaming Orgasm
Amaebi
Albacore
Garlic Tuna
2 Spicy Tuna Hand rolls
Anago
1/2 Krispy Kristi Roll
1/2 Helmet Crest
+ 2 other half rolls
A few moments after, our Screaming Orgasm came out. It was decent. The sauce seemed a bit bland. We finished it, though & then 2 spicy tuna CUT rolls come out. It was put down on our table even though we had mentioned we didn't order it. During this time, there seemed to be a lot of confusion regarding the table numbers. 3 different people came to our table with wrong orders, MULTIPLE times, but our nigiri came out just in time.
Amaebi - served plain, not the best.
Albacore - I got seared albacore. I ordered PLAIN albacore... & yes there was seared albacore & regular albacore on the menu. I've had MUCH better.
Garlic Tuna - didn't taste like garlic sauce on it! It was closer in taste to "cajun"
2 spicy tuna hand rolls - never came. We guessed it must be the 2 cut rolls on our table, so we decided we might as well try it. Before, I even chewed it, once I put it on my tongue I could taste the rice. It tasted as if there was soap in the rice. It was a really strong, bad, taste that even overpowered the spicy tuna.
Anago - unlike Unagi, Anago is usually prepared by the actually sushi chefs, not store bought. It was decent, Sushi Factory wins.
We never got our 4 half rolls, even after an 1hr+ of waiting. We waited some more.
The waitress did acknowledge this, so we asked for an order of mussels, and combo tempura, anyway. Hoping to see if ANY of our rolls would come out. Our mussels came, and were probably the tastiest part of our meal. But, as for our other orders, still nothing, and it was already 3pm.
Our waitress let us know that the kitchen was a little backed up and also mentioned she'd speak to management and see what she could do. First saying "I hope you don't have to pay for this." But we said "No, it's not your fault."
We waited 15 more minutes. No manager...
I finally had enough. I didn't want to seem rude, so I flagged down the waitress again and explained to her that I had to go to work soon, and asked for the check. She said "I'm very sorry for your experience" and I couldn't have agreed more. Tatjana gave us 1/2 off for the trouble, which was thoughtful. She asked if management had been by to speak with us yet, and we told her "Not yet, but I would love if she'd come by."
When management finally came by (a mid-late 20something brunette with a hat on), she seemed as if no one had told her about the situation, and stared at us blankly. I explained to her that I'm sure that it's a new restaurant and you are all still figuring out the kinks but, we received hardly any food and felt neglected as opposed to the rest of the restaurant. She responded "Well, like, we were supposed to have a soft opening for family & friends only, and we just weren't really ready for this, you were, like, the only table that had this happen." I told her we weren't complaining. "We just want to let you know that, although we are upset, another couple could be much more upset than we are now, and it'd be wise to address this issue in order to prevent it from happening in the future."
I kept pleasant, even though I was irritated AND STILL HUNGRY, mind you. I wondered "If we were the table that this was happening to, AND you knew, then how is it that YOU, as management, cannot fix the problem?! Especially if we are the ONLY table that had this problem?!?! Just ONE table to pay extra attention to!" Honestly, it was so unprofessional, poorly handled and poorly executed. IMO they looked OVER staffed, considering the herd of employees we had to walk through to get to our table.
Besides this, our main waitress was great, and even offered us the dessert at the end of the AYCE even though we didn't want any. This would have been a one star rating, had it not been for her. I tipped 20% because of her customer service alone.
There are a lot of good sushi restaurants in the area, pick one, just not this one.
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