Sushi Zanmai @ 1 Utama — Restaurant in Petaling Jaya

I am writing to share my experiences and express some concerns that I hope will be taken into consideration for the betterment of your dining service.

Over the past few years, I have been a regular patron of your establishment, visiting at least twice a week. My family and I have particularly looked forward to enjoying specific menu items, such as the potato mayo and tamago. However, I have noticed a recurring issue where these items are frequently listed as unavailable. Understandably, managing inventory to prevent spoilage is a challenge. Nonetheless, if certain dishes are consistently difficult to offer, it might be worth reconsidering their presence on the menu to manage customer expectations more effectively.

Moreover, on occasions when the tamago was unavailable, the response from the staff varied significantly. During one visit, a manager graciously compensated for the absence of tamago with a complimentary serving, which was greatly appreciated. Unfortunately, in subsequent visits, the same understanding and customer service were not extended, which was disappointing, especially when the restaurant did not appear to be at full capacity, and staff seemed available to fulfill such requests.

During a recent visit, after expressing my concerns, I was offered a dessert, which I declined. This gesture, although kind, did not address the root of my feedback. My intention is not to critique out of dissatisfaction but to highlight areas where observing and responding to customer feedback could enhance the dining experience.

I sincerely hope my feedback is received in the constructive spirit in which it is intended. I believe that by aligning menu offerings more closely with operational capabilities and fostering a consistently responsive and considerate approach to...

Food - The sukiyaki beef was paper thin so not worth it if you ordered the hotpot and it's better to avoid the yakiniku don since the beef can be smelly and not stir fried properly which could cause food poisoning and the long beans usually raw. The salmon head which is not available daily is usually not grilled properly or not enough teriyaki sauce drizzled on it or the size can be small depending on your luck. The salmon teppanyaki on the other hand sometimes can be salty or burnt and the bean sprouts either soggy or raw. The beef steak can be on the rare side even though requested for well done and can be tough or dry or not enough sauce was drizzled on. The chicken karaage batter can be on the salty side and the size of the chicken cuts seems to get smaller. The sushi can be difficult to eat when not rolled tightly and the size of the California maki has gotten significantly smaller with less fish roe and rice. The garlic fried rice can either be wet or burnt with hard burnt garlic slices depending on the cook.

Service - No improvement in service since the same old waiters are on duty at this outlet. Can't get their attention when they walk past your table as they pretend not to hear and see. Could see one of them eating at the corner table while nobody taking care of the cashier when there are customers standing there waiting. After waiting for more than an hour for a simple dish was yelled at by the waiter. After receiving a less than acceptable food with burnt bits the customer enquired about it but was again yelled at. A stark difference with the waiters in the past who were a lot more kind...

I'm someone quite loyal to this brand for many year , eventhugh throught out the year some food quality has been declining but I can somewhat understand (rising cost , ingredients availability, staff turnover)

But one utama outlet is one I like to go because the robot server is not really used here ( not a big deal but the music of the robot kinda annoying)

Anyway we ordered a few things but the gyudon beef was cold and tasteless, tasted like blanched meat in water..... had to drench it in soya sauce to actually have some flavour ..... hotate mentayaki was cold(this dish probably the most detiorated dish in all outlet, I don't know if the recipe or quality of the ingredients changes ...now i only order it for nostalgic reasons.... use to be a must order every visit)

Anyway upon paying the bill the cashier asked me how was everything, initially not wanting to say anything, understanding we came in late at 930, and probably that why the food was subpar as kitchen was ready to close ... that is also why i didnt complain and return the food when i tasted it.... masuk lambat lagi mau complain ahhahha I was thankfull they accomadate me coming in late . Hungry d so just makan looo

I must commend the staff that spoke to us, excellent customer service, he listened, showed empathy, appologise and ensure my comments are taken constructively .

This is something I truly appreciate .problems happen it's how you recover and turn a negative situation into an opportunity.

Then his manager gave me an ice cream .

Win

Definetly coming back....

If you have read my long review hopefully it's...