itsu - Gatwick — Restaurant in Crawley

Came in for a coffee and got a bun too. Even though it was very quiet compared to other places.

Three members of staff looked like it was enough: one of them cooking, a lady on coffee, and what looked as the manager on coffee.

Having worked in hospitality before, I’m not quite sure how this place works. The two people serving customers were absolutely incompetent, unable to do two things at the same time. The guy on coffee finished an order and instead of starting another one, he decided to walk around the counter.

It’s not like the customers need to go anywhere…! This is Gatwick, where else would we need to go?

He realised there were coffee orders to be prepared and decided to fulfil those. He managed to process 4 hot drinks before he finished mine. Mind you, my hot food item had been waiting off the hot plate for at least five minutes now.

Once my drink was made, I asked for a fresh baobun, from the hot plate. I know customers aren’t always right, but in this case, exchange the item. Had I been on the other side of the counter, I’d have even discarded the not-hot-anymore bun as it is now a health and safety issue.

He even said it was my fault for not informing them I wanted both hot items at the same time 😒.

Very bad customer service...

Overall: ★★★☆☆

Food: Japanese inspired

This Japanese style fast food outlet is probably the healthiest and best option to eat at in South Terminal. It could do with more regular cleaning up as there is a lot of transient footfall but overall fairly decent. Portion sizes could be better for the main protein ingredient as we all see through the padding out of the pots with rice or noodles and know the low cost of this.

What I liked:

• Service was friendly at the till point • Food was prepared and served quickly

What I didn’t like:

• Not very clean or tidy. • Cold sushi from the fridge just isn’t nice • Portion sizes not particularly generous

Do I recommend going? YES Will I go again? YES Was it good value?...

I was thoroughly disappointed yesterday with the customer service at itsu, the man serving me was quite rude for no reason. For context, I was a young woman, travelling alone, with a walking stick wearing a sunflower lanyard - visibly disabled.. I even dropped my walking aid on the ground as I rushed myself to pay in acknowledgment of his behaviour. Instead of being patient he was simply rude, tapping his fingers and sighing as I fumbled for my walking aid. Thankfully a fellow traveller was kind enough to help me. There no queue or no other customer waiting to pay, so no excuse for this behaviour. I love itsu’s food so it was very disappointing to be treated like a major...