Valarie M.
Yelp
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Update
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The owner called 05/03/2024 at 9:12am and 10:17am but I was unable to answer. She left a voicemail on the second call.
At 12:38pm I called back and spoke with the owner. I told her that what really bothered me about the interaction yesterday is that she told me twice that she would call and resolve it but never did. I told her that all she had to say was that she was committed to providing the refund but unfortunately the restaurant is extremely busy so she will not be able to issue a refund until tomorrow morning. I would have been fine with that. I wouldn't have felt like we were deliberately cheated. I certainly wouldn't have left a 1 star review.
She issued a refund via PayPal. She refunded the missing carpaccio, the missing sashimi 15pcs and the chicken teriyaki which had three big undercooked pieces; in addition to that, she provided a $20 courtesy credit.
I appreciate the courtesy credit.
It is going to take me a couple of days to shake off the bad feelings over this whole situation and probably a few months before we will try them again.
Since family members enjoyed the rolls, the salmon teriyaki and the potato/egg salad in the teriyaki dishes I am updating the review from 1 star to 4 stars.
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Original Review
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My normal review policy is to leave positive reviews. If I don't enjoy a place I don't review it. I don't believe in wasting my time being negative.
For Hito Yatai, I am going to break my rule because they have defrauded my family.
Today, 05/02/2024, at 4:57pm I walked into Hito Yatai and placed a large order for my family: Chicken Teriyaki, Salmon Teriyaki, Yatai Roll, Rainbow Roll, Dragon Roll, Carpaccio (Hamachi) and Sashimi 15PCS. Total:$156.00.
It took till 5:41pm before my food was done, which is understandable, it is a large order, and then I received my order.
At 6:13pm I arrived home (Natomas), and we found that they FAILED to include the Carpaccio (Hamachi) $16 and the Sashimi 15pcs $45.
At 6:15pm I called Hito Yatai and the owner said "Oh yeah they're still here. I put them in the fridge for you and I forgot to take them out for you. I'm so sorry. Do you live far away?"
I said "Yes, Natomas." She said "I am going to give you a refund. I will call you in one hour."
An hour came and went, no call.
At 7:20pm, I called her back and after one ring my phone was immediately forwarded to the voicemail of another phone number.
I immediately called from my husband's phone and since she didn't recognize Abran's phone number she answered and sounded surprised to be talking to me again. The owner reiterated that she would process a refund and call me when it was done. I asked when that would be and she said 9pm.
It is 11:32pm and there's been no call, just a stomach ache from some undercooked chicken teriyaki pieces. I had to split my son's chicken teriyaki and while his half was cooked some of the pieces in my half weren't fully cooked. Everyone had to share food since we didn't receive all of the food that we paid for.
Mistakes happen, and I have no problem forgiving a mistake that is corrected. We are all imperfect and I do not believe in writing a bad review over a mistake.
When you make a mistake that shortchanges a customer food that totals $61 plus tax and you don't fix it, it is inexcusable. It is disrespectful. It is bad business. And legally speaking, it is fraud.