Jess S.
Yelp
*HORRIBLE* Let's just say I've never left a bad review. Ever. I typically would just not go back to a place rather than leave a bad review because I, as a business owner, know how impactful bad reviews are. But here we are. I wish I could leave negative stars.
On March 21 my husband and I got 2 bowls of Ramen and a fried chicken side. That came out to almost $60 with the tip. Fine. I get it. Food in LA is expensive. HOWEVER the next day, I saw I was double charged. I called my bank to see what was up. They said I had to get my money back through the store since it was on a Debit and. I tried calling Kotoya. Every single day, several times a day. Until I was able to go in on April 4. So from March 21-April 4, is how long I tried to get ahold of them. I don't have a car so I couldn't just drive there. I'd have to SPEND MONEY to Uber all the way there and back to talk to them. Which is what I did. I explained that I was double charged and I just wanted one of the charges gone. He explained to me that they only charged me once, and showed me the receipt on their end. I said I understand that it may not show up on their end, but then showed him my actual bank account to SHOW I was charged twice. And he confirmed. He was being really disregarding and just being like "well I can't do anything". And then proceeded to tell me that the owner was in Japan so he couldn't call him. I have been to Japan and knew that it was almost noon there. So he could have called. Then he tried to give me some BS about just leaving and then he would call me to let me know. I definitely didn't trust them since it was so hard to get ahold of them in the first place. He also said the phones to the restaurant don't even work. So don't try calling. After a minute he made a phone call and still didn't give me any answers to what was said. He said I had to call them myself. I did. The woman on the phone, Mokana Kuniro, said that she could call Square and see if it was on their end. I got a call this morning, April 5, to her saying there just simply isn't anything they can do. I explained how an extra $60 is a lot of money for us. We normally don't spend that on food, and this was a treat. If it was $5 or something...okay, I'll let it go. But $60 EXTRA?! That's insane. I asked if they can just refund the money that was in their system and she refused saying SHE can't lose $60...... I texted her a photo of the double bank charge and she accused me of sending a fake photo. Are you kidding me?? My bank confirmed TWICE that it was a double charge on their end, so it's not the banks fault. I honestly don't care if it's their fault or Square. I just wanted some type of customer service and to get my money back. I wanted them to make it right, no matter how they had to do it. They just didn't deal with it AT ALL or give a care in the world. I've never in my life dealt with such disappointing customer service.
And I've seen how they respond to bad reviews and put people on their "Black List" so that just shows you how they take any type of criticism. I waited to leave a review in hopes they would help me or care even the slightest. Big 'ole fail. All they had to do was apologize and give me my $60 back. Instead they chose to be demeaning, act like I was making it up, even though they saw PROOF, and not help AT ALL.
All in all, horrible experience that lasted WAY longer than needed and I'm still dealing with it. If they were to contact me and just deal with it like they should have in the first place, maybe I'll update this review. But just watch, they will respond in a horrible way.