Hanabi — Restaurant in Fort Saskatchewan

We’ve been coming to hanabi for years and have always enjoyed really good food which is why my latest experience is such a massive disappointment and we will not be returning.

I had placed an order for delivery on their website and then received a confirmation page and email giving me access to a ‘track your order’ link. I received a call from the restaurant a few minutes later stating that they do not use ‘uber eats’ which was the mode of delivery that THEIR website defaulted to, and that I would then need to come pick up the order. This was already unusual but i didn’t mind picking it up. I asked the staff who called me if I could then get a refund for the all the extra delivery specific charges, ie. delivery charge, tip for driver, and service charge for using that delivery company, all of which totalled approx 30$. She asked her manager who told her that the refund has to come from the company I ordered it through, yet another 3rd party called ‘Fox ordering’, she gave me a number to contact them. All of this was incredibly frustrating as it was the restaurants own website whom I ordered through and if they aren’t affiliated with a delivery service, then why is it even an option?

I called the contact number and it went straight to voicemail. I then called the contact number for uber eats who confirmed I placed an order but it was ‘not accepted by the restaurant’ so they never charged it. She explained that the restaurant must have charged my card so I need to speak with them. So when I went to the restaurant to pick up my order, I again asked if I could speak with the manager regarding a refund for delivery. He then proceeded to berate me, telling me repeatedly that ‘it’s just like skip the dishes’ that he’s not responsible for the refund. And when I explained to him that I did not use a 3rd party app like skip or uber eats, that I used HIS WEBSITE, he told me he didn’t have a website..despite me showing him the website on my phone. He then threw up his hands and walked away leaving the poor server (who explained she’d been working there for only a few days) to deal with the situation.

I’m beyond shocked with how I was treated as a customer. And beyond that, I couldn’t believe I could be the only person that had ever ordered for delivery on their website. But after looking at some other reviews I can see I’m not the only one. Why not fix the problem and take away the option on the website? Oh that’s right, because they don’t have a website….will not be returning. And I’m still...

The only choice for good quality sushi in the Fort!

*However, the big asterisk is this: get your order in early as they tend to run out of ingredients if it's busy.

Somewhat understandable, as this town is a tricky place to predict. However, if it's say a weekend night, I would hope they would have enough rice (usually the shortage issue for some reason) to supply the heightened demand. It's happened enough times to wonder about.

Sometimes they won't answer the phone if it's too busy as well; or the website will reject the order after you've come to a consensus and picked everything out and submitted. Which is always hella frustrating after all that.

So, if your heart is set on sushi try to put the order in earlier, for later if possible... the catch 22 is that you may be out of luck either way: since if they make it too early it wouldn't be fresh, and if they go to make it later they might be out of ingredients! This is something we haven't run into anywhere else and sorry to say that it has deterred us from ordering or counting on plans for sushi several times.

I wouldn't discount them entirely though of course, as we're happy to support a local place when possible, and generally do not want to have to go into Sherwood Park or Edmonton just for sushi unless its a special occasion or something. Or of course, resorting to settling on Edo Japan - which, let's face it, they are just better at other dishes. The next step is grocery store sushi, and at that point you just know your night isn't going well overall.

If you're able to dine in here then certainly do so; their service is very good and they do try to have a fairly zen atmosphere with nice decor and ambiance. They have an impressively extensive menu with creative rolls, entrees, and drinks. During covid dining in has been less of an option most places but they have had a reservation system that worked well, and still offered takeout and Skip delivery alongside that.

Give them a...

I was alittle disappointed with this place, I was told good things but they need not meet the standards. A sushi place shouldn't run out of sushi rice and if they do please tell your costumers when they arrive not when they are already sitting down and having a drink. The server we had was madsion she was the worse server I have ever had in my life and I use to server myself. When we sit my friend ask for a beer, which she waited forever to receive. We then ask to order we go to order and she mentions they are possibly out of sushi rice and my friend stated if there isn't sushi rice please don't bother with the beer and we will go else where. So she then left and came back to inform us there was sushi rice. So we go ahead and order our food. I then decided I wanted tomato juice. Cause it's on the menu. She said " I don't think we have tomato juice" I said okay well can you check. Madison then comes back to confirm they don't have it. I never asked but why have it on the menu if you don't have it?? Then I asked for Buba tea. She then said they may not have that either... at this point I just about had it. So we finally get our food and drinks.. the food was actually good but everything else just ruined the experience also they didn't have music playing so we asked them to turn it on cause we could legit hear people eating. So then we get our bills, my friend dropped a quarter on the floor. So I pick it up for her and put it on the table. The server Madison sees the quarter and said "wow such a great tip" as much as it may have been a Joke you just don't say that. So my friend did not tip her at all for that horrible comment. I did tip because I felt bad but I personally don't know how this lady works there. Due to that experience I don't know if I...