Hiraku Sushi — Restaurant in Coquitlam

Usually my husband orders delivery from here. Today I did it and went to get it myself. Came home to no soy sauce in my bag. Unfortunately I was out of it at home so I drove back to get it. Apparently soy sauce wasn’t a part of the meal and I had to press “add utensils and condiments” which is okay, misunderstanding, silly me to think soy sauce just comes with sushi. What if I don’t want chopsticks like I didn’t? I have to waste your chopsticks just to get soy sauce? Okay, whatever, I explained myself, asked for soy sauce. The girl who gave me food before gives me 2 tiny packets of soy sauce. I ordered several sushi rolls, edamame, kids meal (3 people family) and she gave me 2 tiny packets?? I asked for more and she gave me 1 more packet as if the cost of them was taken straight out of her salary. Seeing it the gentleman at cash register told her to give me more (thanks for trying, nice gentleman at cash reg) which after she gave me… 1 more packet. So for family of 3 I got 4 tiny packets after asking 3 times. At this point I was just done. I wanted more soy sauce but this girl made me feel like a freaking beggar over it so I left and went to a store to get a bottle of soy sauce. Never in my life I had to feel like a beggar asking for soy sauce in a sushi place. I hope you are glad your employee saved you a dollar over rationing my soy packets as if we are on Soviet food tickets during a war. I did enjoy Hiraku location convenience and sushi was alright, but there is no way I take my family back, because I felt so unwelcome. I gave an opportunity 3 times to make me feel happy, I drove back, I asked twice for soy sauce, but it was too hard for that girl to show some hospitality and give me good amount since you know, I drove all the way back and asked twice! Save yourself some grief and go to Shio where they give a little cup of soy sauce so you can dip like a self respected human, and don’t have to worry about stupid packets rationing. Sushi Mi is also close on Oxford and don’t act like we are on shortage of soy sauce. I really wanted to like you, Hiraku, but I don’t support places with poor customer service, that act like they are doing me a huge favour for asking for basic things. Enjoy all the soy packets you save on greedily skimming your customers. I wonder if you use washroom in that place you have to ask for each square of toilet paper to wipe your ass separately as well? Really left me...

HORRIBLE SERVICE!!! We went with a married couple and two babies, and since we'd studied their menu ahead online, we pretty much ordered as we all sat down. They were at full capacity that evening and I could understand how busy their kitchen was at that time. The table next to us came in a lot later but had their first dish arrive even quicker than ours - it took a full hour for our food to come.

When we were 90% done with our dishes, the waitress put down the bill on our table and said we could enjoy our sake with absolutely no rush and just pay whenever we're ready. 15 minutes later, she came back and replaced the original bill on the table with a new one, pointing out that the new bill had been adjusted to reflect the added 15% gratuity - SERIOUSLY?! My friend's two babies didn't even use a single napkin in your restaurant!

Hiraku Sushi - We have no problem tipping you 15 or even 20% IF your service was properly delivered, and fine if you had to purposely amend the bill to add gratuity as a "mandatory" service charge for what you considered large party (6+ people), then why we were only served 4 but not 6 teas?

Food was medicore, but with this level of service and respect to your customers, I would NOT RECOMMEND this...

So, we ordered food as per usual from Hiraku as they are the go-to sushi place for my girlfriend and I. Due to some mix up that we were both unaware of, the phone number they had for us in their system was not our own and thus we did not receive their call once they were finished with our food.

What happened next is perhaps the most bonkers situation that I still have trouble wrapping my head around but one of their employees, off the clock, drove to our place to scream at us for not picking up our phones (again, because our phone number was not the one they called). Clearly, this had riled her up to a point where she wanted to come to our place off shift and harass us for something completely outside our powers. We were later met with the delivery person, who appropriately apologized to us for the delay.

Both of us work in the service industry, and fully understand the stress that restaurant jobs instill on employees but this is no way to treat your patrons. We’ve always tipped well and always had good words for the restaurant but this situation left both of us in fumes. We’ll now be ordering from other...