Koby R.
Google
As someone who comes to Hiro Sushi almost twice a week, I’ve always appreciated the great food and warm service. I usually order the lunch special with the salmon cream cheese roll and sashimi salad—one of my favorites. That’s why this experience was so upsetting—not because the salad was a bit stale, but because of how the issue was handled. I only had three bites of the lettuce to notice it was stale, and did not the rest of it.
I politely mentioned the sashimi salad tasted off. My server, Mateo, said he’d check with the kitchen. Instead of remaking the dish or offering a fair replacement, I was given a much smaller salad with no sashimi at all. Mateo mentioned the sashimi tray had been taken away and vaguely suggested swapping fish from the original plate—which had already been removed. The replacement was nowhere near the portion I paid for.
What really upset me was how dismissively the situation was handled. Mateo didn’t clearly explain the issue or make a real effort to fix it. He even said I was “giving him a hard time,” which was frustrating since I was respectful the entire time. I also asked to speak to a manager and was told the general manager was aware—but she never came by to speak with me. Whether she was busy or chose not to approach me, I’m not sure, but it felt dismissive.
I want to be clear: it’s not about the money—it’s about the principle. As a loyal customer who comes here weekly, I expected basic respect and care. Mistakes happen, but how they’re handled matters. I would have appreciated a fresh replacement or even a brief apology from management.
To be fair, other staff—like Rafel, Luis, and the Brazilian hostess—have always been fantastic. They’re part of why I’ve been such a loyal customer. But this visit left me feeling unheard and undervalued. I don’t want to leave a negative review, and I will happily remove this once someone from management reaches out. I’m only writing this because I don’t know how else to be heard, and contacted by management. Please have someone reach out to me, or provide an email, I will again remove this remove once it is properly handled. The way this was handled was extremely unprofessional and disrespectful especially as a loyal customer. This visit has left me uncertain if I want to return, please have management reach out to me.
