Tentatsu Japanese Sushi Restaurant — Restaurant in Vancouver

Long Time Customer, Utterly Disappointed (and you might be too going forward)

I have been a delivery customer of Tentatsu Sushi (Hastings & Nanaimo) for about 15 years. Over those years I have ordered anywhere between $45 and $90 worth of food per delivery. For a long time, I ordered about once per week and over the last couple of years, an average of once a month. I tip well – a minimum of $8 per delivery, more recently a minimum of $10 per delivery.

Tonight, I ordered about $66 worth of food (2 miso soup, sunamono, small sashimi, sushi roll, agadashi, and gyoza).

The doorbell chimed and when I opened the door the driver was holding up a soaked through, empty, and broken paper bag with containers beneath all askew. He hurriedly tried to find out what could be salvaged. I thought if it was one container I could overlook it, but it quickly became clear that even without the miso or sunamono (which obviously leaked) the rest of the containers were on their side with their contents smashed. Even the driver looked like it was hopeless. I told him I wanted a replacement order.

I called Tentatsu and explained the situation. They said they would put a new order together.

Another hour wait and the doorbell chimed again. Figuring that all would be well, I told the driver to give himself a $10 tip but then realized there was spillage again. An additional bag was soddened and a quick inspection of the other bag revealed sunamono without liquid and other potential issues.

For 15 years, until tonight (for me), Tentatsu carefully layered everything in a paper bag with cardboard between each layer to ensure the stability of the food. The driver mentioned that they weren’t using cardboard anymore, hence the instability and spillage. I was a little surprised. Nonetheless, I didn’t want to be too ungrateful, so I asked how much it was and pulled out my credit card to pay.

The driver had no idea. I offered $50 for the food. He called Tentatsu, and while waiting, I was getting a little miffed that the miso was getting cold (and quite frankly, after 2 hours, I was hungry). He was told $66 by Tentatsu. Again, I offered $50 given all the grief. The driver handed me the phone. I explained that two mangled deliveries were not worth full price, but I was willing to pay $50. The person I spoke to passed me onto another person that I had to explain to and then ANOTHER person. The final person told me they wouldn’t leave the food with me for $50.

I handed the food and phone back to the driver and that was that. I shut the door and heated up some canned chili!

Tentatsu wasted about $130 worth of food and lost a regular customer of 15 years. And for what? No, I didn’t want to scam them, but I felt my offering was fair for a partial order and all the hassle. Clearly, Tentatsu are not interested in providing complete meals by delivery any longer, nor do they care about losing customers. I guess business is THAT good for them.

So, if you receive delivery from Tentatsu, be aware that they don’t use cardboard between layers of food any longer, which may be a problem – depending on your order.

Now to find a new sushi place...

Really want to give 3.75 stars because the Salmon Oshi and special rolls are very good. Chicken Teriyaki Don was okay - but the meat was piled on top of the veggies which was piled on top of the rice instead of the customary separation - had to dig around to separate it which was messy. Service was weird tonight.

Asked what the difference between Chicken Teriyaki Don and Chicken Teriyaki with Rice was (there was a slight price difference). Server said the Chicken Teriyaki Don had no vegetables but the Chicken Teriyaki with Rice does. WRONG. Had vegetables! Still not sure what the difference is - one in bowl, the other in plate? Identical in essence except for price?

When food arrived, all the servers asked within the space of 10 minutes, "Is the food okay?". Sometimes, a little less interference while eating and conversing is nice.

While we ate, they kept clearing every dish away and asking if they could take it - more interference while trying to have a conversation with my friend.

At the end, I told the server I'd like to pack the leftovers home (one tiny box was needed only). Her first question was if I needed a takeout bag. I said i just need a takeout box'. And again she said 'do you need a takeout bag'. Again I said 'i need a takeout box'. Finally, she said, 'you need a takeout box' and then she went to get me the box. Not sure I've ever had anyone suggest I need a bag before a box.

Will I come back? Probably. First time the service was better in the sense that we could have a meal in peace (different servers) - very standard service. Liked the Oshi so much came back again. If there is a third time and we have constant questions about how the food was before we even tried all the dishes, and servers hands coming in front of our faces to take dishes while we eat - will need to reconsider the dine-in option. Though most of the food was good, my friend found the experience uncomfortable because of the service . . . and one does not want to take a friend to places where they feel...

I tried this restaurant at the Hastings/Nanaimo location years ago. While it was decent, I began frequenting the Burnaby location a number of times. I had taken my family for dinner recently and one of the combos ordered by one of our group did not come despite our group about half way through our meal. We asked about the missing dinner and the waiter said it was on its way. Again, there was a further wait and we decided to cancel the order given it never came. The waiter knew we were not satisfied with this situation and they ended up bringing the dish at the end of everyone else's meal. Granted, this can happen but most other restaurants would comp that meal for being so late (i.e. Keg, Cactus Club). However, Tentatsu did NOT do this and was not even apologetic about the late meal. I have been back to give this establishment another chance. While the above incident has not happened again, I continue to see evidence of skimping where they can (i.e. takeout, Tuna sashimi was cut thinner than the salmon, party tray came with only one portion of wasabi and one portion of ginger). You would think ordering $50-60 of takeout might warrant more than that paltry amount. Does this place make okay food? Yes. Is it cheap? Yes, in that it skimps on portions of food, and condiments etc I do NOT recommend this place even if you are intending...