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| - I usually don't write any reviews, however Raku has really disappointed me this time. I have been the biggest promoter of Raku ever since its opening. My family usually has our family functions at the restaurant so when my friend, who has been living in Japan for many years and recently moved to UK, came to visit, I decided to take him and his friends to the most authentic Japanese restaurant in Vegas.
I have never been so disappointed by the customer service by the guy manager. He never smiled, and only gave yes, or a resounding no, or only nodding for answers, even when I asked for recommendations or special menu. Working in customer service, I understand that people can have a bad day, seeing that my friend is already frowning at the service we were getting, I tried to lighten up the mood by trying to have some small talks ("your restaurant looked so busy tonight.") The manager only rolled his eyes and fixed his attention back to the floor.
Having lived in Japan and been a loyal customer to Raku for the past so many years, I admit that I have higher expectations of Raku than any regular restaurants. However, this time, Raku really had let me down. Even my friend, who was first time to the restaurant, was commenting that the customer service is not even on par with any Japanese restaurants that he would expect.
Another example, when we asked for special menu, he disappeared for a whole ten minutes, when he came back, he slammed the blackboard on the table and very impatiently listed the items on the menu without explaining what they were. When we asked for fork and knife, he did not even acknowledge and we had to remind him twice before he came back with them. By that time, the dish was already cold under the AC.
I felt like I was such an inconvenience to the manager instead of enjoying a meal with a friend that I haven't seen for years. To make things even worse, we saw that the manager was laughing and proactively introducing the menu, the Specials, taking care of their drinks (refills) to another table of customers. I not only felt not being appreciated as a customer, but also discriminated for nothing.
I don't think the Raku I dined at tonight was the same restaurant Endo San had envisioned. Both my friends and I were appalled that this gentleman was put in charge as the manager of the spot. While he was expected to teach the other servers to deliver an amazing meal to the customers, he did completely the opposite and ruined our night. I sincerely recommend him to look for a job outside of customer service and hospitality.
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