H kitchen — Restaurant in Copenhagen Municipality

Ordered four poke bowls and three of them had STEAMING hot rice (while all the other ingredients were cold). So hot that I burned my tongue, as I of course expected it to be cold when I took the first bite. Ingredients looked good otherwise but we told the kind young waiter that we really did not fancy eating that and would like to either have another cold one or our money back. The bill was a total of €62/DKK459 after all for a lunch, so we do expect a certain standard. He was friendly and explained that it was usually cold but they had just made it and didn't have time to cool it down, that's why it was hot this time. We went upstairs to ask for the refund but the owner/chef was immediately extremely stubborn about it and refused to refund us or even excuse it.

Of course, in this situation, the right thing to do—as a business caring about customers and reputation—would be to just admit a mistake (they had clearly not prepared enough rice on time) and then offer a refund or another dish. That would have been the end of it and we would have left with a smile. But no, she came up with every excuse possible for why the rice was hot. "It is supposed to be hot", "I must make it hot so that it is fresh", "maybe you get wrong poke bowls everywhere else that are cold", "I can not refund because we did absolutely nothing wrong here", "the waiter is junior employee, he did not know what he was talking about when he said that it's normally cold", "I'm sorry that you don't like it, but that's not my problem", "I don't want to give the money back because I don't want to buy a good review" and it went on and on. Poke bowls are listed on the menu on the wall as "COLD DISHES" and one of them we got were actually with cold rice. But she still refused to admit any mistake what so ever on her part. She offered to pack it for us to go so it could cool down, but who wants to pack steaming hot rice with cold salad, nuts and cold fish in a closed package.

It wasn't until she realized how many other customers who came in and overheard the (now pretty heated) discussion, turned around and left again because of it, that she finally agreed to give us the refund. At least we could go spend that money on lunch somewhere else.

Extremely bad business practice. It could have been sorted easily without any dispute, but she was way too stubborn and refused to admit a simple mistake. I feel sorry for the friendly young waiter who worked there and had to deal with that.

Needless to say, we will not be...

I would have given this experience less than one star if possible. Me and my family went ordered poke bowls for 500 kr. The menu said it was a COLD dish. ALL the poke bowls I have previously eaten in my life has been cold. When we got the food the rice was not just hot but burning hot! We were confused and completely taken aback .. Asked the waiter who confirmed that it was in fact not normal and that the rice has just been made fresh. Because it was NOT what we ordered and burning rice with cold veg and fish is not very appealing- we asked for our money back. The waiter said sure please come up the the cash register. When we got there we were met buy a woman who we later learned was the owner who very rudely asked us why we didn’t want it . We explained the whole thing once again. Burning hot rice - NOT what we ordered. She then proceeded to gaslight us and tell us the reason we think the rice should be cold is because we have only ever eaten in bad restaurants where the food isn’t fresh ?!! WHAT!! We asked again and again and again and she REFUSED to give us the money back with that reason that then she would loose money ?! I’m absolutely appalled and chocked !!! We come in ask for a product on her menu that she then doesn’t deliver, and then we loose 500 kr nothing .. What a scam..!!! SHE KEPT REFUSING!!!!

We were NOT the only people complaining about the rice being hot!!

Only after telling new customers coming in that they should leave and spend their money else where did she give us our money back.

Never in my life have I experienced anything like it!

Spend your money...

Extremely disappointed! I ordered the lunch offer (poke + ice tea) for 90 kr and I got this! A very small plate! This would be worth maybe half this price. A starter/snack, maybe. The second star is because the sauce was good, to be fair. But really, 79 kr (poke only) for this tiny portion?? I feel ripped! And hungry.

[edit] Since this tool does not allow me to reply to the establishment, here it goes: Order a small portion to save money? What? I haven’t saved anything, clearly. I certainly did not want to order a small poke, and the (alone and overloaded) employee did not explain that the lunch deal was a small one. Also, the owner judging my option to choose rice instead of salad, really? Or the idea is to fill people with rice only? Frankly! Same (better) quality poke for a good price? Sure, I can name a few: Maui and Olioli. I wanted to try a new place to see if I would have a new favorite, but after my experience and the owner’s approach/response, that is definitely going to be my last...