Rachel K.
Yelp
Worst dining experience I've ever had, at $50+ per guest! Floors so sticky they broke my sandals, a 2 hr long "no wait," an unsafe/broken chair, soup served in a bowl with multiple chips, and a manager with ZERO customer service skills...
If the owner of this establishment sees this, I would like you to contact me immediately about a full refund.
Called today around lunch to check if we would need a reservation for my Mom's birthday hibachi dinner, they said no. So I called again at 6:42 asking to put my name on the hibachi wait list for three. I was told there was no wait.
Upon arrival my father was told we could be sat at 7:25, which didnt match what we were told, but 30min isnt so bad, usually restaurants overquote wait times, we werent upset at first. But we were not brought to the table til 7:45, a full HOUR later...
The floor was so sticky on the way to the table that my sandals were sticking to the floor, and it BROKE my left sandal when walking to the table...
My chair at the table was badly broken.
We were not brought water until 8pm, after 15 min of waiting at the table...
All 3 soup bowls they brought us had more than one chip/break on the rims.
I spoke with the manager for the 1st time at 8:30 about the wait, the sticky floor that broke my left sandal, I showed him photos of our broken soup bowls/my call log, showing him its 2 hrs after I was told "no wait," and there was *still* no chef at our table... The manager said HE was the one who told me there was no wait. He did not apologize once. He interrupted me with excuses, instead of solutions. I said comps were expected because I am not willing to pay $50+ a head for this. He told me no. He was unwilling to do ANYTHING to make the situation right. He said "you're not the only ones who had to wait." My mother has health concerns, I did EVERYTHING I could to make sure she was well taken care of on the timing of her birthday dinner, because she is not supposed to go more than 2hrs without eating. I told the manager this, and I was not even given so much as an apology. I showed the manager the broken chair I had been sitting in at my table. He just swapped them out, no apology... I told him if he was unwilling to offer me some kind of compromise or comp, that my photos and reviews are going online (I PICKED THIS PLACE BECAUSE IT HAD THE BEST REVIEWS AFTER ALL). The manager told me "that wouldn't be so bad." The audacity!!
Chef showed up to table at 8:45, 2 full hours after the manager told me there was no wait, around the same time he replaced my broken chair. When I told another employee the manager had quoted us no wait for 3 on hibachi, they replied "I don't know why you were told that, we've been on a wait all night." So this manager has been lying to me since the start. No accountability.
Our $150 check came with NO discounts. I handed the manager our bill and credit card and said "I see there is no edit to this bill, I want to make sure that was your intention?" He rolled his eyes and took the payment. When he returned it, tabbed out with a whopping $18 discount, he STILL did not apologize, but told me that the chair is broken because "300lb people sit on them," and that it was "unfair to expect perfection. We are only human." I told him I understand that. But I've never had such a bad dining experience, ever. I've been in service for 20 years. I've never worked somewhere that treated patrons this way. I have no idea how they fumbled our party so hard. I don't expect perfection. I do expect honesty in a wait time, especially when the manager is the one giving me said wait time. I do expect my chair to be safe, and not broken. I do expect my soup to be served in a bowl that is sanitary, and not chipped in multiple places. I expect the floors to be clean enough that they don't break my shoe.... I expect when I bring a pile of concerns like this to the manager that I be treated with respect, and that they at the very least take accountability with an apology and some form of professional action.
Our server gave us a dessert because he felt awful that we'd been through so much, on Mom's Birthday no less when my parents drove 3+ hrs down from DFW to celebrate here together... I chose this place bc it had the highest ratings on Google and I can't for the life of me figure out why... Our family gets hibachi for all birthdays. The food was mediocre. We weren't offered the yumyum/brown sauce until the end of the meal when we were already done with our steak.... I've been in the service industry for 20 years, I've never seen a train wreck like this go without taking the bare minimum of accountability in the form of an apology... I'm livid they charged us anything at all. This is so unacceptable.