Geoff Y.
Yelp
Eat Tokyo.
Congratulations.
You did it.
Over 150 reviews and I never had a reason for this, but you did it.
My first 1 star review, and I really hope my only one. This has actually sat with me for a while, I didn't want to post it, but what's the point of reviewing if you only do the good stuff?
Let me be clear, I LIKE Eat Tokyo, at least eating at your former Trafalgar Square branch and its new location at Old Compton Street. However, this branch, the Golders Green branch, needs a swift change so that they don't affect their other branches.
I've said in previous reviews about this branch about how their staffing issues haven't helped them but this one took the biscuit. I was meeting my parents for dinner before heading overseas the next day, and it was also a birthday meal (why I was going away). This location is better for us than their Soho branch, roughly halfway between where I live and where they do (closer to me in reality but I don't drive). I arrived early before the reservation, unfortunately without my parents as they were a little stuck in traffic. We had a reservation for 7, table for 3.
What I didn't expect on going in was to be left waiting at the entrance. There is nobody there to meet you as you enter (absolutely fine, this isn't done anywhere) but also no one seemed to even take any notice that someone had walked through the door. The waiter came and went without acknowledging me, until I finally stopped him and told him I had a reservation. He asked me what time and how many and told me to wait. And left me there. Now it wasn't busy at this time, they weren't run off of their feet. In fact although the servers were busy, there was some down time in which they were able to stop and chat further back into the restaurant. I stopped the waiter again and asked him what was going on.
"I asked you to wait, it's only been a few minutes".
I was a little stunned at this point, but yes, I waited. Finally after 10 minutes, now past our original 7pm reservation, what seemed to be the manager comes along, and just to note, she wasn't a server and as far as I could tell, hadn't been doing all that much. "I am the one who will seat you, why did you talk to the waiter?" Maybe because you weren't at the entrance? If you were all the way at the back of the restaurant, how are you meant to seat customers?
She asked me where the rest of my table was and I said running a little late in traffic. "I can't seat you without all of your party". I've never had this issue before, even when walking in to their other branches. I've even managed to make a reservation during lunch rush and do this. After a little back and forth she finally agreed to allow me to sit with a "if they aren't here in 5 minutes you will have to give the table up". This restaurant had several spare tables, so I honestly couldn't understand why she was being this way.
I sat down, but was so disheartened by the experience that I called my parents and asked if they wanted to meet elsewhere. They were just parking, so I left (with no response from the manager), joined them and we headed closer to my place - Q Grill in Chalk Farm. Please head there to see a shining example of customer service (which will make you want to visit!).