Gyukatsu Motomura Shinjuku South Exit Branch — Restaurant in Tokyo

TL;DR: The receptionist/cashier mistakenly entered our gyukatsu order as a "top up" instead of regular set meals, resulting in an overcharge. Despite our polite attempts to correct the error, she became defensive and rude. Eventually, she fixed the overcharge but displayed unprofessional behavior. Additionally, the restaurant had poor ventilation, leading to oily and slippery floors.

Details: During our visit, we ordered two gyukatsu meals: one single gyukatsu set and one double gyukatsu set. However, the receptionist/cashier entered our order incorrectly in the system. She recorded one single gyukatsu set correctly but inputted the other as a one and a half (1.5) gyukatsu set plus a half (0.5) gyukatsu add-on, which resulted in an overcharge.

Politely, we brought this discrepancy to the receptionist's attention and explained that our single order should not be treated as a "top up" since the "additional order" had the same timestamp as our original order on the receipts. Instead of addressing the issue professionally, she raised her voice and insisted that the order was correct.

We tried to demonstrate the overcharge using the menu, but she rudely refused to look at it, dismissing us with a curt remark of "No menu. Just pay." To resolve the situation, we resorted to searching for the menu online to support our argument. Eventually, she corrected the overcharge in the system but slammed the receipt on the table and sarcastically asked "Are you now satisfied?"

Although the monetary difference was not significant for us, we found this experience to be highly dishonest and unacceptable. No customer should be treated disrespectfully, especially when it is clearly not our mistake. We believe it is important to highlight such behavior as it reflects poorly on the establishment's customer service.

Moreover, we found the restaurant's ventilation to be extremely poor. The lack of proper ventilation caused the environment to become uncomfortable and unhygienic, resulting in oily and slippery floors. While the taste of the food was satisfactory, these additional issues further detracted from our overall...

We were so excited to come here we queued for an hour to get seated as a group of 4. When we made it though the door the couple behind us was told they had ran out of meat so the rest of the queue was turned away which we were feeling very grateful. We started queuing at about 8:10 and was seated 9:13 they took our order when we were in line on the stairs so when we sat our food was given to us which we were definitely very hungry so was quite keen to get started. We were one of the last people in the restaurant as you obviously still have to cook the meat they began cleaning up around us which ordinarily wouldn’t care until we are mid meal and they start asking to take our sauces which given we hadn’t consumed the salad portion it was meant to go with was a bit rude we thought. We struggled to get their attention to get a water refill as it felt like they were done for the night (at 9:20 they shut 10pm). As one of our group was using the sauce a different waiter stood behind us leaning across to try and grab the sauce as she was literally using it. We had to say no we still want the sauce like we were still eating our meal. Which would make sense if they wanted to swap the sauce but they were just trying to clear our table as we were still eating. At 9:37 a lady came to our table asking us to pay now I asked if we could pay when we had finished our meal as we were still trying to cook some of our meat but was told no because they wanted to close the credit card now. I was confused because my understanding was the only reason they were able to shut at the time they did was because they sold out. I checked with the lady as I payed and she said they shut at 10 which means we would have had time to finish our meal off which would have taken us another 5 at most and payed well in time. The service really ruined what would have been a fantastic meal.

Other than some of the sides which weren’t our style the sauces, the miso and salad were fantastic and of course the meet was top notch for the price point. I just really wish we had a better experience as we definitely would have come again if not for...

This is a terrible gyukatsu motomura branch. Compared to the one in Osaka, this one has a very low low trained staff. Specifically the girl with bleached blond hair and the guy with glasses She slammed the sliding door in front of all customers. Osaka: We requested 9 seat for 4 Adults and 5 Kids. They gave us 9 seats. This branch: gave us 8 seats. Osaka: we were allowed to shared the 200 grms beef between 2 kids 8yr and 10yr. They even give us another bowl of rice. When I asked only for the bowl. They gave us one stone grill per set meal we ordered This branch: look at us as if we were beggars and told us the rice cost 100 yen. They only prepared 2 stone grill for table for 4. Osaka: pleasant service This branch: Took off the cooker hood filter when we sat right beside it. TIdied up our table when we have not finished eating on a rude manner. HIT my friend's kid 3 times to asked the boy to move aside. And she said its not hitting, hiting is like this (showing a fist). My friend was mad. I was mad. How come she hit the boy and not say sorry. The person in charge. The guy with glasses also terrible. Pretended he did not understand english. But when my friend said you suck. He understood very well and his gesture almost about to hit her. 😅

All the time we were there, they gossiped us with other staffs giving us funny looks and laughed. It seems that they dont really like foreigners.

Will never come to this branch again. The worst service I ever...