| rev:text
| - My fiancee and I decided to come here for our anniversary dinner before going to see a movie. I've been here on 2 other occasions but this time it was much busier. They sat us a table after a short wait and we put in our order AS SOON AS POSSIBLE since we were on a time crunch (two special rolls and a salmon skin roll).
After over 30 minutes of waiting, while watching others who were seated after us receive their food, our server apologized for the wait and said it should only take another 5 minutes.
After another 10 minutes, the manager came to apologize and offered us a complimentary bowl of edamame.
After another 7 minutes of watching other people being served THEIR edamame, our two special rolls finally arrived. I asked where our salmon skin roll was and we were told it would be another minute.
When our server finally brought the edamame, I told him "we don't have time to eat that but if you'd like to take that [edamame] back and comp the salmon skin roll instead, that would be awesome." I then witnessed him ask permission from the manager. When our salmon skin roll never came, I asked again how long that would be and I was told that it was actually cancelled.
I thought to myself, what the hell is going on? I explained very courteously that this was unacceptable, and the best the manager could muster was a slew of excuses including "It's busy", "Your rolls were more complicated to make" (which they really weren't), and my favorite "You can see we have good reviews; this just happens sometimes. Sorry".
As a manager, your job is to make sure that the business is profitable and that all of your patrons leave with a smile. I told her that we weren't happy and all she could do was make excuses for why our experience wasn't important enough to salvage.
If she had even put in even an ounce of effort and listened to an unhappy patron, our anniversary dinner might not have been such a disaster. Instead, we were late to our movie, we paid full price for the food we ate, got a bowl of edamame that we didn't order and hadn't the time to finish, and the other roll we did order was cancelled, not comp'd but canceled.
Tisk, tisk, tisk. I'm sorry but this is about as bad as customer service gets. And the last two times I came I wasn't impressed either. But we were craving sushi and I knew this place had decent rolls.
Moral of the story, if you wish to experience of feeling unvalued as a customer, come here during their dinner rush.
Let's just say I'll be exploring alternative sushi restaurants in Tempe from now on.
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