Kiisu West Van — Restaurant in West Vancouver

I have never experienced anything like this in all my years of reviewing. Here's what happened......

Even before we walked in, I noticed the look of the exterior of the place had changed. Cheap sale signs and a covering of the entrance door had me thinking maybe they were closed, and once we entered it was clear that more than likely there was new management/ownership in place.

The place was barren with one server, one hostess and two tables.

We were sat, and ordered a couple of Miso Soups and Tea with the hostess. The energy, vibe and atmosphere had completely changed from before. It looked cheap, unkept and the staff didn't seem as friendly. Probably 15 min after we finished our Miso Soup and Green Tea, we were wondering why no one came to take our order...waiting, waiting, waiting..... Finally we flagged down the server with the short orange hair. She took our order and left.

In the meantime, just when our Gyoza had arrived, a couple with a toddler were sat next to us and quickly it became apparent that they were intoxicated, and considering it was Dec 31 around lunch time, perhaps they had started the celebrations early. That poor kid started to scream, yell and cry and treat the place like it was her own playpen, and her parents seemed to be on another planet, so we just went ahead and requested a different table from our server...something a little quieter perhaps. I don't enjoy lunch with a side of screaming cries. I'm funny that way.

Here's where it gets a bit hairy....

I had to ask her three times to be moved. With the restaurant being nearly empty....now I was confused, as to why she's so reluctant to such a simple request. Finally, she moved us to the back and while my ears were still ringing from the lovely child's scream, I thought our server would be grabbing our stuff from the table and bring it over. You know....the cutlery, the soups, the teas and the Gyoza. Well....she didn't. Ever. Yup.

She sat us at the new table with nothing while all our stuff was still on the first table we were moved from. Our cutlery, teas, soups and Gyoza that was going cold. I kept waiving her down. She kept ignoring us. Once. Twice. Three times. It became all very clear when she walked right by our table, looked right at me and gave me the dirtiest look. That's when I knew...she was refusing us service.

Refusing customers service because they asked for a different table? That's their standard I guess. Refusing service without reason and a dirty look....that'll open your appetite!

We had ordered six rolls and a few appetizers, and since I couldn't get the orange hair to come by, I asked the hostess to cancel our order, bring us the bill for the teas and soup, as we just wanted to leave.

What makes this even more of a shame is that we were regulars here. The previous management and staff cared about their customers, the locals and the neighbourhood, and it showed in the service and reception.

Whatever is there now is millions of miles away from Japanese hospitality, its kind people and what is truly SUSHI dining. Miles Away.

For the Record: - 7.5 stars.

Update: And they responded by saying it’s “not their restaurant”. It is their restaurant. Correct location. Correct Restaurant. I’ve been there many times before under the previous management.

Sadly, their dishonest response proves exactly my point and review. I’ll...

Under staffed and overpriced for middle of the road quality.

Went here a few weeks back with my family and was disappointed by the food and service.

There were only two wait staff working during the dinner rush on a Sunday. They were quickly overwhelmed as the restaurant filled up. Took a while to get orders in and for them to check in with the tables for things like tea or water. Attempting to get their attention was also challenging because they were trying to process all the orders but at the same time ignoring the floor for follow up. Our waitress forgot to get my kids udon order in and she was starving while we tried to get their attention, then talk with them about the mix up, then having the kitchen make a rush order. No apologies from the staff for the mix up.

Food was ok, but their menu prices are higher then most sushi places around Vancouver. I found their quality to be just mediocre, so I don't know why they're charging a premium. Standard sushi rolls are one to two dollars more and specialty rolls are 2 to 3 more.

It would have been nice if the wait staff made right by an apology or comping the missed order. Regardless, I'll be going somewhere else for Japanese food next time...

I ordered take out! While I was waiting I could see the chefs and their helpers working on orders! One of the helpers picked his nose and then started putting seaweed salad with his bare hands in the bowl. I got so disgusted and felt sick to my stomach! I told one of the girls and she said "I am so sorry........ We will change your salad!" Not only the guy did not wash his hands he continue to fill in the next orders! The girl reluctantly mentioned it to the chefs/owners and to my surprise there was not any reaction except laughing and speaking between each other in japenese! I throw out the salad, the sushi was just ok and pricy! I had the same experience few years ago and stopped going there but today I gave them the second chance and to my amazement they are still practicing what they were few years ago! As Maya Angelo said "believe people the first time!" Never again and I recommend to watch it when you order...