My family and I have been going to dinner almost weekly at this restaurant for at least 8 months. Tonight we went there with our neighbors and I don't think I have had this poor of service pretty much ever.
We got there around 7 and it was not too crowded. Got a table right away. We had our sushi order filled out and it took at least 10 minutes for our server to take it. She came over and said that there had been a mix up with someone else's to go order and she personally had to handle it. Then, we had ordered appetizers, one of which was edamame. It took closer to a half hour to get these. One of our party got all his sushi at once and three of us basically watched him finish his meal before one more small roll arrived. Got our main roll maybe 15 minutes after that. While we were waiting a large party came in and was on the patio and from that point on, our server was non-existent and started giving us excuses about how she personally had to handle this group. Seriously? They were, according to their shirts, a group of sober bikers and they were so quiet in the patio we couldn't even hear them and we were sitting by the door. The staff was running out there frequently with drinks and sushi and we couldn't even get a drink refill. Apparently the bikers were not getting great service despite this because we watched one of their party come in and procure a stack of chopsticks, forks and plates and take them to the group.
My neighbor waited at least a solid hour for her roll and all this time I was waiting for one order of nigiri sushi. They brought me a sashimi but that's not what I ordered. I asked about three times about it and after about 20 minutes I told my husband to forget it and just get the check. The server came over and told us she had already taken it off the bill--so basically they decided I was not going to get the sushi I had ordered almost two hours before. Obviously if you're a large group, you get preference over loyal customers who have been there longer and have waited a ridiculous amount of time for their food.
I had to step outside because the anxiety of this experience was starting to get to me. When the rest of my group got to the car they informed me that the comment card in the bill came pre-filled out with a positive review. The only positive thing I can say is we positively don't want to go back.