Bath Sushi — Restaurant in Bath

Not pleased with my experience of Bath Sushi. Attaching an email complaint below, also sent to the restaurant via their website, all to no response. Please beware of the potentially terrible hygiene standards of this restaurant (pubic hair in food - see attached photo), who also seem unwilling to apologise or even respond to any queries.

Edit reply: I sent email to correct address, screenshot attached. Also tried using the online form via your website. Also tried to contact JustEat who refused to help, and directed me to contact you. Unfortunately, no response, hence no option but to leave this review. I am also disappointed with the reply from the restaurant and will send a complaint about restaurant to BANES council.

Edit2: The restaurant is now seeking to remove my reviews to protect their reputation. Please stop this. Offer your customers hygienic food and respond to queries, and they won't need to leave negative reviews.

Dear Bath Sushi,

I am a new customer and just had my order delivered. Unfortunately, I am rather horrified and upset that I found pubic hair on one of the items. I am attaching an image.

As you might expect, this has made my partner and I feel very ill indeed. The meal was completely ruined and we stopped eating as soon as it was found. You have high ratings on Google and JustEat and we didn't expect this.

I would like to politely request a full refund. I have never found hair, nor requested a refund, on any food I have previously had from a restaurant.

I hope you will respond promptly and help to correct this mistake on your part without me having to...

Never thought that my first food review dedicate to this overrated restaurant. Both the food and the service were unsatisfying.

The food: The cucumber in the maki was soggy and un-fresh. Firstly, with the price of 3-ish pound, I expect a higher quality and cucumber is already not an expensive ingredient. Secondly, the portion of rice in the sushi was too little. The biggest problem was I didn't taste or smell any hint of vinegar in the rice. If you like Japanese cuisine, you would definitely know the importance of having vinegar in rice; it cannot be called as a sushi if there is not a significant Japanese vinegar taste/scent in the sushi. Again, with this quality, the food was really over-priced. The chicken karage and sashimi was decent though.

The service: It is forgiving when the service is good while the food is bad, but the service was bad as well. The women who served was rude and seemed impatient as she asked us to order quickly when there was only 1 other table of customer in the restaurant. She did not communicate with me as she replaced shrimp sushi to egg sushi when the omelette was unavailable for my egg sushi. Moreover, she shouted and yelled to the Kitchen loudly and affected my eating experience. The other male staff served with smile and courtesy.

I saw a review, which was posted 7 months ago experienced a similar situation and the restaurant replied that problems alike wouldn't happen again. Unfortunately, it happened today again. I hope that the owner of the restaurant could sincerely deal with the...

My sister ordered from Bath Sushi a few weeks ago. When the food arrived she, and her friends noticed that it smelled particularly fishier than usual (aka potentially off). She also noticed that there was a fly in her food. She ate a few pieces then left the rest as it was making her feel unwell. The following day she finished up in bed with food poisoning. After being unwell, she called Bath Sushi a few days later (when she finally felt completely better), and their response was poor. They told her that there was no way the food was off and took no responsibility. They told her that it "in this climate flies do not survive" (I have no idea what this means as flies are active all year round), so there was no way that it could have been them. Furthermore, they stated they needed proof (who keeps a fly/ takes a photo of a fly in their food rather than just throwing it away). They also told her that it was "too late" and if she wanted a response she would have to go through Deliveroo. No compassion (I'm sorry, BUT... were given) was shown, they were only willing to get Deliveroo to solve it; deflecting the blame. Not only was the food not up to standard, but the service was not either.

edit: she emailed, not called, which should make no difference to the point, as she made an effort to contact them and their reply was insufficient. As you can see, rather than taking the blame, they continue to be defensive. Food poisoning happens in a lot of restaurants; good restaurants accept this and apologise, rather than blaming...