Sushi Hiro — Restaurant in Adelaide

Sushi Hiro was a 5-STAR restaurant in the heart of the Port Adelaide Plaza.

Worthy of being considered one of the best alternatives to establishments such as Kintaro or Sushi Train.. Sushi Hiro offered competitive pricing, quality food, exceptional customer service and a good customer experience.

As of the last few weeks, a change was rolled out across the restaurant which has been met with horrible user-feedback and contempt, and the staff employed must feel the brunt of something out of their control.

When being seated at a table, they have removed the QR-Code feature to order off of your phone. This has been replaced with a stationary tablet connected to the end of the table which is meant to assist with the ordering of food and beverages, and the ability to request a waiter and request the bill.

Starting with the feedback on this tablet - the application is garbage. There has evidently been no quality control, no real-world user testing, no trial and straight to Go-Live. This change has been put into their production environment blind-folded, and the consequences continue to compound from the poor user experience this is creating.

The application is buggy, the inability to order food and continual loading loops which don't stop unless you exit the app - it is not possible to order from this tablet. This extends to the 'Request a Waiter' and 'Request a Bill' features found on the top left of the tablet - which are completely ineffective and leave you still needing to flag down passing by staff.

My partner and I unbeknownst at the time, were left waiting for food & drinks which were never ordered, even though we continuously clicked 'Submit Order' on the tablet.

During this time, we identified that the tablets aren't locked down. This leads the customer to having the ability to exit the application, and access Google, Netflix, and multiple other apps pre-installed on the device. I can't wait to see where that goes.

Additionally, a change has been made to the membership options within the restaurant.

What was previously a swipe card which would accumulate points and apply a 5% discount at the checkout (The membership card could be obtained either during the Sushi Hiro launch period, or after spending $85 in a single transaction), the new alternative now removes the 5% discount feature, removes any previously established points, and requires you to download an even worse - more buggy application (Zii).

The business incentive for users to disregard any previous memberships just to conclude their use of the membership function - by making the only alternative a completely unusuable application. No one will want to put their name on the list.

Finally, once you make it to the checkout, they've removed the option for Split Bills.

A Sushi Restaurant.. an alternative to Sushi Train, and Kintaro, and every Sushi establishment in Australia, that people generally attend with friends and in an informal setting - now requires you to only have a single point of payment.

However, considering that when you receive your bill from your waiter who attends your table, they count your plates and hand you a single piece of paper with your total count on it, ready for the front desk to process.. it is not that hard to write on a seperate piece of paper a second/or third/or fourth persons count, that they can also take to the desk. This was done in the past.

This here is the business trying to exclude responsibility towards EFTPOS providers who charge payment fees on each transaction - and the business being completely negligent towards wanting to save 15c per transaction, opposed to the accrued hundreds - if not thousands in lost sales, from people not attending this establishment due to this change.

To conclude.. the changes, for lack of better terms - are a joke. It should not be up to the patrons to voice their concerns loud and clear just for it to be heard by Management, and staff concerns should be taken seriously.

I hope that future changes are taken with a lot...

Used to love this place until tonight. Had a terrible experience with customer service. It was very busy so we got a ticket to be seated and I said can we go to Kmart while waiting. The ticket lady replied "yeah sure". Upon returning we told a lady our number, she went inside, talked to someone, then returned saying we will wait a while do we want to come another time? We said we are good to wait. We waited. Then a table was ready, the lady that gave is the ticket came out and asked our number, we said 71, they were up to 82 now, then she said "oh you were from Kmart... I'm sorry" I wasn't sure what was meant by that. She went inside to talk with someone then a man came out and said, "I will just call the numbers" then said "81?" Knowing there was no 81, then "82?" And 82 went in. They then said nothing to us, ignored us, so we left.

The problem wasn't that we wanted to be before others. It was the miscommunication. Being told we could go and come back. Then just being ignored. They could have easily come to us and said it was a mistake to say we can go and come back. Or at least tell us what is happening or to take another number as soon as we got back. But we were left thinking it was ok only to be ignored....

Best Sushi we have had. I love sushi but my wife is a newbie and even she can find something that she loves. the staff are quite and unintrusive, they let the food speak for them and it is great. I have been to other sushi houses in Adeliade and they are always very stingy with the portion size to the point of being greedy. Here at sushi Hiro this is not the case with their being a reasonable size and the toppings are fair. I had for example the duck which was cut from the breast and had a nicely rendered fat and skin. this show care and respect to the dinner. also they have a crab claw what is filled with lovely white crab and tastes divine. keep it up we are always happy when we leave and the prices are very good for what we ate.

my only request is could you offer a hot green tea this would seal the deal and is a wonderful addition to...