BIG TUNA ASIAN CUISINE — Restaurant in St. Catharines

If you look at my previous reviews, it is VERY rare that I write something negative. As someone who has worked in the service industry for 15 years, and someone who is ALWAYS giving restaurants the benefit of the doubt (especially over the pandemic), an establishment really has to drop the ball for me to want to share my negative experience, and unfortunately Big Tuna did exactly that.

Table of 4. First and last time for all of us. The food, mediocre at best. Cheaper than our usual spots but I would rather pay more for higher quality and better service. Service… absolutely terrible!!

From the very start there was absolutely no smiles, no thank-you, literally no speaking at all. I understand there is a language barrier, and I don’t expect more than the bare minimum of basic courtesies which were not shared once.

We were constantly piling our plates up and moving them for an easier reach as no servers bothered to clear plates.

They specifically asked us if we have any allergies or special requests, the only request a member of our party had is no fish eggs. One of the second plates we received had fish eggs, so we send it back. From that moment on we could feel they were upset.

Not one time did anyone come over to ask how the food was. We received items that we didn’t order, and tried an addition item we haven’t tried before and unfortunately did not like it. So there was some left over food…. However, we expressed this to the server to which she just literally didn’t respond. The servers do not speak to you, at all. Then a man who we think is the manager looked through our piled up plates and asked if we wanted some take out boxes, we said no, we didn’t order these items and we didn’t like this item - I even double checked on the iPad to make sure. He then said he would have to charge us for the extra… obviously we argued again that these plates have items we didn’t order, and the one particular item we didn’t like, to which naturally he didn’t respond he just kept picking through our dirty plates. Our friend then stepped on and said, you know what I’ll eat it don’t worry - trying to not have us be charged for something we didn’t like. The manager just walked away and left the plate for us to eat. SO brutal.

I understand this is something they do to insure people don’t over order or take advantage…. But this is not what we were doing, and we were treated terribly for something I think may have been a misunderstanding or more so a lack of wanting to understand on their part.

We then ordered desert, and they completely ignored us for almost 35 minutes not sending the order on the iPad. at this point I wanted to walk out…. we got up to wave them over, ordered dessert, waited another 20 minutes for ice cream, ice cream was served, just dropped down with no spoons, tried to ask and got ignored. Had to get up yet again to ask for spoons.

This was a terrible experience and I highly recommend any other sushi spot...

Very dissapointed in my experience at Big Tuna today. My boyfriend and I used to be frequent dinners here, because we believed they were the best sushi in town and they had a wide variety of vegan friendly options. Due to our experience today, we will not be returning. My boyfriend, who is vegan, ordered one of their tofu dishes. It wasn't until he was at the bottom of the bowl, that he discovered a piece of beef. We confirmed with the waitress that it was in fact beef that we found in the vegan dish, and when we told her why this was an issue she laughed. Not only was this bad customer service, it was also very disrespectful. We explained that this was an issue, and that we shouldn't have to do an inspection of our tofu dish to make sure there is no meat in it. They initially offered us a 10% discount if paying cash (WHICH IS WHAT THEY OFFER ALL THE TIME!!) I pointed this out to them and they then said that if I paid credit they would take 5% off. The waitress then asked me if that wasn't good, then what would I like discounted, we said that we though 50% off the one lunch price would be fair. She came back with 15% off if paid cash and 10% off if paid credit. I tried to ask for a manager but there wasn't one there at the time. When trying to again explain why this was an issue, and figure out this could have happened. The waitress stated that if we had told them it was food allergy before ordering they would have taken greater care and caution like washing the pans between dishes. This was a shock to us, because pans should always be washed between meat and veggie dishes. We then stated that we felt there should be something more done by the manager. The waitress said they would call them, she came back and said she had talked to Connie her manager and they weren't able to offer a larger discount. We ended up paying $40 for two lunch prices (15% off because thankfully I had cash) and we didn't even get to enjoy it because we stopped ordering after we noticed the beef. So to sum up, vegetarians and vegans beware, make sure you look through what you are served and to everyone who eats there hopefully you never have an issue cause they won't take it seriously and won't offer any sort of...

Waited 45mins after the pick-up time for just 2 items, and they never even apologized.

I was there for a take out. I ordered just fried rice and one roll using their online system. It said pick up time was at 7pm. So I went there for 7. As soon as I got there, there's around 10 ppl waiting. There was no server or hostess at the front. About 10 mins later, I talked to one of the servers and showed my confirmation number. She just said ok and went somewhere, never came back. 20 mins later, a guy looked like a manager or supervisor came to the front, so I again showed my confirmation number and told him that it's for 7pm and I've been waiting for 30mins. He didn't even apologize but said ok and left. At that point, I was just gonna leave since I hadn't paid yet. At around 7:45, the same guy finally came back with my food. He never apologized or excused for the 45 mins delay. And their online system asks for tipping options when you order online even though you have to pay it there. I put 15% when I ordered it because I didn't know I had to wait for 45 mins for just 2 items. If they are busy, that's ok. I understand. But then, don't say "pick up time at 7pm" if it's not gonna be ready till 7:45pm. I could have found something else somewhere.

The food was ok, not the best food. Fried rice didn't have too much flavor and the sushi rice was hard. So disappointed.

It was really unfortunate and disappointing experience. Never again. I don't recommend this place unless other sushi places are packed, but you are...