Garnell Sushi & Poke — Restaurant in Cairo

I’ve been visiting garnell for years and i’m one of the biggest fans that i actually bring many of my friends to this place on a very frequent basis, but this time i had a very bad experience surprisingly at the cloudnine branch and because i really love this place i had to talk about it.

I brought my sister today around 5 - 5:13 PM to eat sushi and when we asked to sit outside they told us that the outdoors are still not opened due to mall restrictions and that it will be available within 30-45 mins so we asked if there is a place inside and they guided us to the only place left which was literally beside the cashier and that was very much inconvenient for both of us. So we thought about ordering the food so they can start preparing it while being in the waiting area to be able to immediately eat when the outdoors open as we don’t have much time and both of us were really hungry.

So we asked « Ahmed Ali » for the same as he was writing the names in the waiting list noting that only 3 names are written on that list and next will be us and there were plenty of seats outside. At the beggining he told us that he will write our names on the waiting list till it opens, then we asked him to order anyway but he refused and when we asked him why so? He told us that this is the policy and that we cannot order unless we’re sitting on a table! I told him okay we were about to sit on a table inside anyway and it’s still empty we can order the food there and then we will wait outside till it’s ready, so you can just move the food to the other table outside as it will take time anyway. He refused again and wasn’t cooperating at all and i’m not sure why saying that « we cannot move an order from a table to another!!!! » and when i was trying to debate the same since this is super unlogical and it’s very common that a client might want to change tables to be comfortable he started raising his voice talking in a very rude way and then he said “والله دى قوانين المكان اللى انتى مش عارفاها وانا اللى عارفها" At this point, i honestly left the place and didn’t even wait for another second because of how impolite and rude he was.

But thanks to Ahmed, we were able to try a new favorite sushi place at which we were very much more welcomed and felt...

Edit: The owner contacted me for the issue. He addressed the problem and handled it in a very professional way. It's quite positive to have this kind of appreciation for the feedback. Hope the issues will be solved because the place is very promising. We will revisit soon.

I really don't know what to say. It was a very bad experience today in cloud 9 branch. We ordered the 70 pieces combo, the waiter took my phone to write the order directly from the notes as he said it was easier than saying it. When he came back, I asked him if the number of pieces was right and he confirmed so we waited. The order came only 61 pieces so we thought there was another one coming and started eating then I asked the waiter not to forget the rest of the food. He was totally puzzled that there was missing food in the first place, after he went for some time he came back to say it was missing 5 pieces so check what's missing and reorder. Since I had the picture of the original plate, I counted the pieces and said the missing were 9, he said then the number on your phone is wrong! I recounted and it was right. My husband started to get really furious so the waiter left us to take another order!!!! No manager to talk to us! No body to solve the problem and we're just sitting and waiting!! Finally we left very disappointed, we didn't eat the food and we didn't pay. I'm shocked that this is the customer service of a place whose rating is 4.8...

Giving a rating of 3/5 because of the staff, they are not friendly at all, not helpful and take a lot of time to get anything. I wanted to order fifty pieces combo and distribute them in three plates even the 4,6 or 8 pieces wanted to distribute them, but they refused and saying it'll take 50 minutes at least to do this distribution. although it's not that big a deal. So, we did it their way and asked them to tell us which is which after giving us the plates and what's expected the waiter didn't know them. We asked for a soft drink (Pepsi Diet) they said it was not available and after 2 minutes another waiter was serving it to another customer. I ordered from that waiter Pepsi diet; it took forever to get it. So, I went to the staff beside the fridge to get it myself, but he said in a minute. Also, we asked for easy sticks again, it took them a lot of time to get them. Yes, the taste of the sushi was good, but to visit again it's not the food, also the friendly staff also. Don't think I'll visit this...