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| - I visited Maki Sushi in a group of 6 for the all you can eat lunch special, which comes to just over $15.00 per person after tax and mandatory gratuity. At the onset of ordering, I made certain to inform my waitress of my life threatening shellfish allergy and requested that my food be prepared on a clean board and with a clean knife. She didn't quite understand what shellfish was, so I explained to her that it included crab, shrimp, lobster, oysters, etc. She looked at what I had ordered and said there was no shellfish in any of it, as if confused. I explained again that I couldn't eat anything that had touched shellfish, and she seemed to understand and walked off to put in the order.
When the food came out, it was plated with an order of shrimp tempura rolls, and there were obvious signs that the same knife was used to cut both sets of rolls (tobiko from the shrimp rolls were stuck in the cuts of my rolls). Seeing this, I tracked down our waitress and requested that my rolls be remade with a clean knife. She took away the plate, and returned less than a minute later with the same rolls on three separate plates. Noting that this was not a fix, I again asked her to have the rolls remade, and explained again about cross contamination. She took my order back to the kitchen once more.
About 20 minutes after that, I was still left without any of my food. I tracked down the waitress again and asked where it was, as the group I was with was finished eating and were waiting on me. She was again confused and asked if I wanted to order more of the same rolls. I managed to communicate that my original order was still missing, and she assured me she would check on it. About 5 minutes later, one of the two rolls I had ordered (an avocado and cucumber roll) arrived at the table, along with all the bills, split 6 ways. Since the group was ready to leave, I figured I should just request that I get charged for the avocado roll, as I didn't get the rest of my order and it didn't warrant paying $15 for one roll.
When I got to the cash register and made this request, the gentleman got very aggressive and said that it was MY fault for not contacting the manager before we got the bills, that there was nothing he could do because the bills were already issued, and that I would have to pay the $15. I explained that I had communicated several times with the staff, that the food brought to me would have put me in the hospital had I eaten it, and that it was unreasonable to charge the full amount when this was clearly a failure of training the staff to handle food allergies, as well as a failure in communication between the waitress and the kitchen. The gentleman at the cash register insisted that he was the manager, that I should have told him right from the beginning about the problem (though I feel informing a member of the staff should more than fulfill my obligation to notify the management - is the waitress unable to speak with the people necessary to handle a request for allergy free dining?), and then he threatened to take down my licence plate number and PRESS CHARGES should I not pay the full $15.
This argument continued for several minutes, with the manager making ridiculous accusations about how I should have known that the bill would be issued before my food was completed, that I should have told someone I had an allergy (which I had done), that I should have told someone my food wasn't prepared (which I had also done), that he was incapable of creating a new ticket for just the item I had been given, and that I should wait and have the rolls made so I could take them with me. I was hesitant to take rolls to go after seeing how poorly they had handled my allergen issues. Finally the "manager" started begrudgingly saying that he would "pay for it out of his own pocket", and kept repeating "You're getting a FREE MEAL! FREE MEAL!" Which is laughable, considering that a $4 avocado roll - which I offered to and WANTED to pay for - is hardly a "free meal".
I will NEVER go back. It is experiences like this that make me hesitant to dine out as a person with life threatening allergies.
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