Sushi Train Greenslopes — Restaurant in Brisbane City

TLDR; Will never go back. Got food poisoning from eating undercooked chicken in a takeaway order and response from manager was businesslike rather than empathetic, compensation offered was tokenistic and pathetic.

I received chicken so undercooked it was translucent in places, and had a rubbery texture, but didn't notice until after I had eaten a piece. I was unwell for days, typical symptoms of food poisoning, and as a casual worker lost 4 hours of work on Saturday and the shop I work at had to close, also causing the owner to lose income.

When I called on Saturday morning, the first person I spoke to apologised and said the manager would call me back to discuss compensation. The manager called me back, offered no apology or compensation, and simply asked me for proof. I emailed him this photo I have attached to this review.

I received an email relating to my "alleged claim" as they stated, saying "We will investigate this matter thoroughly including with our Sushi Train head office and our suppliers as it may be the sinew / tendon part of the chicken, however please be assured that we always cook and temperature check all of our cooked and fried ingredients including the chicken karaage accordingly and safely. "

As anyone can plainly see in the photo, it is clearly NOT the sinewy/tendon part of the chicken. Also, how would they determine this without seeing the actual chicken I was served? I replied as such. I then received a further email which basically stated that they have conducted an audit and gone through they safety procedures and can't come to a conclusion, and that the "only explanation" is that it was the sinew/tendon or that chicken can be "pink in colour even when cooked correctly". Have you ever seen cooked chicken so pink it is almost see through?

They did not accept they had made a mistake, instead put the onous on me as "being unsatisfied with Chicken Karaage", and told me that they "have yet to receive any further claims from other customers who ordered and consumed the same batch of Chicken Karaage" - and all they offered me was a replacement meal or a refund of that individual item, quoted from their email: "As you were unsatisfied with our Chicken Karaage, we will gladly replace it or for an equal value menu item of your choice upon your next visit or order, or gladly provide you with a refund".

Do they think that after this horrific experience that I will ever be coming back to their store? Perhaps if the manager apologised, offered me something more substantial and fitting for the experience of getting FOOD POISONING FROM UNDERCOOKED CHICKEN, rather than being all business like about audits and safety standards (presumably to cover themselves in the case of legal action?), I might have considered giving them my business, but they went about it the wrong way and now they have...

6 months after I wrote my original comments about stale cooked food on the train, I came back to try again and felt even more disappointed. Whole train is full of cooked food that has gone totally cold so nobody would get them, and the food just sit there going round and round. And then no fresh seafood sushi is being put on the train. You could order the fresh sushi, of course, but they are poorly made. The rice falls apart on every plate as soon as you touch it with chopsticks, or when you try to dip in soy sauce (falling apart into the sauce). The good chefs that used to be here are no longer to be seen. Probably never come back again after this visit.

OCT 2024 Cold food like sushi and sashimi are good. Cooked food, especially what they put on the train, is usually cold and stale no matter what day or time I go there. I think it is due to their air conditioning being too cold. And then the cold and stale cooked food is unwelcome so nobody grabs it, resulting in it going around and around sitting on the train forever and the chefs have nowhere to put freshly cooked, hot/warm food...

What a dreadful sushi train ! I have now visited a couple of times and each time i have been unimpressed. I have found the staff to be disinterested and lacking personal skills. The food is uninteresting and when ordered takes ages to be bought to the table and several times hadn't arrived at all. I ordered vegetable tempura which costs$9 , twenty minutes later i received 4 pieces of veg, 1bean, 1 tiny slice of eggplant, 1 tiny slice of what we think was pumpkin and another unidentified piece of veg, see photo attached. What a rip off, I asked was this the usual size of serving, staff took it back with no response. I don't recommend anyone goes here, for the hot food, I ordered fresh and it was taken off the train and heated in the microwave, which means soggy tepid food. I'd give no stars of i...