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We decided to support a neighborhood spot and ordered their sushi platter B for dinner. Kinda disappointed with their business practice.
Sushi platter B had a combination of different sashimi including ebi, hamachi, and various fish. In the menu, the Uni was part of it. That was one of the reasons we chose that platter.
We placed our order by phone and the girl taking the order asked for a credit card for the order since it was a large order. No problem. When we arrived to pick up the platter, they handed us the tray, and receipt. We signed the receipt and walked off with our trays.
When we got back to the car, we noticed a note on the tray. It read “Uni changed to Sake Toro since we ran out of Uni.”
Anyone who knows sushi knows Uni and Sake Toro (Salmon Toro) are two separate species with different price points. Uni is more expensive. If you look on their website, they charge “Sake Toro” $5.75/piece and Uni $8.50/piece. That’s a significant price difference if we are talking about four pieces of Uni.
I find their business practice was not honest and not based on principle:
1. They had our phone number. They could’ve called to tell us they ran out of Uni to let us know they were substituting with a different fish or asked if that was ok.
2. They didn’t tell us anything at the time of pick-up. Just charged the credit card, had us sign the bill.
3. They charged us the full amount for the platter as if we had Uni (I.e., offered no deduction from the total bill)
When my husband called back to speak to the manager to ask what happened. They offered no explanation other than that they ran out of Uni. Husband asked how they would make it right, if they planned to refund us the price difference. They did not offer to refund us the difference or deduct the amount from the bill. Only offer was “next time we will make it right.”
The fish was fresh but I do not believe in supporting this kind of dishonest business practice. Times are rough, but don’t treat your customer like an idiot—like they don’t know the difference between “Sake
toro” and “Uni.” Give them what they paid for. And if you can’t fulfill the order, then let them know.