Mikazuki Parramatta — Restaurant in Sydney

An incorrect order resulting in a more expensive total, but worst of all a horrendous customer service experience to rectify the issue (that still hasn’t been settled).

I made an order with a male assistant over the phone, ordering a chicken nanban, sushi and sashimi platter and wagyu sirloin steak don.

Firstly, the steak was medium instead of medium rare, the sauce for the nanban (that was specifically noted on the order to be put on the side) was instead on top of the crispy fried chicken (making it soggy) and lastly we noticed that there was no rice with the Wagyu Don. That's just the food part...

I added up the total of the bill as advertised, and found that it was $6.50 less than what I had paid. So I called back the restaurant and spoke to the same male assistant who advised that the menu I saw on the website was old, so my partner told him that the restaurant was incorectly advertising prices and should rectify the issue. Especially during lockdown this is the only way we search for prices and menus.

The assistant then offered a 10 % discount on our next order, but this only covered the difference in price that we should have paid, IF we spent at least another $65. The assistant said he would talk to management to settle a refund and call us back.

We didn’t receive a call back before closing time, so we called them back and the same assistant picked up the phone. He said the menu's are all updated and don't show the old prices, and won't be offering a refund. My partner then had to explain to him that there is a PDF attached to the main website through a google search advertising the old prices (see photos). The assistant still did not offer the refund that he initially proposed (after speaking to management).

We were obviously unhappy, so he tried to offer 20% instead. My partner questioned his authority and asked to speak to management directly. They were unavailable that night, so he took our number and promised that they would call the following day.

Overall, a horrible end to what was supposed to be our anniversary dinner. We were appalled by his lack of customer service, at times putting the blame on us instead of taking responsibility as a restaurant who got the order wrong. We await an appropriate response, and trust they will do the right thing. As advertised.

UPDATE, 21.09.2021- After following up we got through to the manager, had a lengthy phone call with the restaurant manager. The manager Andy, said that they’d give us a refund. After a week not having received the refund, we followed up, but was rejected. Now 2 weeks later, still haven’t kept their promise. There is something wrong with their organisational culture and their way of doing business and I hope the other customers become aware of this! It was a very bad memory...

The food here was incredible. My friends and I have heard very good things about this place and decided to check it out. It was very busy with a line going out the door (which was a great sign of the quality). It was just over 30 mins before we had a seat available, but well worth the wait. I suggest anyone waiting to go down to Parramatta Square round the corner which has a pretty nice vibe. Their signature pork ramen was amazing and very filling and my mates ordered some other ramen dishes as well as some entree dishes and sashimi + sushi rolls. They were all great. My friends are big eaters and ordered extra noodles with their Ramen which was too much for them as they couldn't finish... I suggest the Ramen on it's own will definitely fill you up with no issue. The kingfish Tiradito was nice and the The star of the night was their incredibly fresh Oysters... We got the Tiradito one which had chilli and coriander with a drop of sauce on them ... We loved them so much we ordered 6 lots of them and I think they sold out of oysters for the night because of that (sorry guys). I'm not the biggest Oyster lover but these blew me away and had a great flavour with them. One of my friends who joined us for the meal that evening is an Oyster connoisseur, known throughout many areas as "The Oyster King" and said these are some of the freshest oysters he's ever had in his life, so that was a great experience. The atmosphere is very modern with a cool artistic Japanese mural artwork behind the counter. The staff weren't very chatty but stuck to the business at hand and handed us the bill at the end of the evening when they thought we were finished. We were too full for dessert after eating all those oysters but look look forward to trying other dishes...

POOR food, POOR service, POOR management

On 27 Aug 2022 I ordered a takeout order, I made my order and was told 25 minutes before order would be ready. When I arrived, I asked if the order was hot, the counter girl said, “yes of course." I live about 5 minutes away. Got home and the food was cold. I called back and spoke to Lucas, I guess he was MOD. Told him about the food being cold. He stated that I could come in the next day for a refund. He calls me back at 10 pm, 2.5 hours later, to tell me that they have change their minds and that I should heat the food up in a microwave. Mind you each dish is $20. So, Lucas told me I was out of luck and that there was no way I could either exchange the food or get my money back. In short saying that they were taking my money. When I asked to speak with the manager or chef, Lucas refused to tell me their names and that they were not available. His only concern was that his manager had hung him out to dry, and what a weak manager, who can’t handle guest issues and must have his staff, hide his name, and staff deal with the fallout. This place has zero customer service and is not interested in their reputation only in the $$$. To anyone who is wasting their time and money here. GO SOMEWHERE THE BUSINESS STANDS BEHIND THEIR FOOD, AND THE CARE OF THE CUSTOMER. THIS PLACE STANDS FOR JUST TAKING YOUR MONEY. Please consider this...