YO! Guildford — Restaurant in Guildford

UPDATE as of 12 August 2016: The Manager Mr. Dan did not bother to fulfill his promise to send me a written report of his investigation and resolution.

After a day out, we traveled all the way from Thorpe park just to let my nephew experience this restaurant in Guildford, approximately 17 miles! The three staff were contemplating where to let us sit, they preferred us not to use the two tables that we want, we preferred the two tables near the kitchen as we have a child age eight. Still, they let us use the high chair area not having thought of the safety of my child and two more kids. They closed the 'crossover' restricting the food to reach two members of my family sitting on my right. I had spent a considerable amount of time trying to explain to the manager that it will be too difficult for me to keep on passing the food to my family members on the right yet, the manager still insisted what she thought was good for us. That decision was actually in contrast of what they are selling to the clients - the experience to enjoy the foods passing right in front of your eyes. Later part of the conversation, the manager told me if we want to transfer to the table, we could do so; I nearly lost my sanity as we were like ping pong balls.

Because i was dis-appointed even before we start ordering, not to lost my appetite, i told the manager that i will speak to her later as my family members started to feel awakward.

We had a very bad experience because the employees were lazy and not considering the client's preference . I talked to the manager after i finished my food and i expressed my dis-appointment, she offered to refund the payment because we complaint, we felt insulted as we didn't go there to have a free meal but just to enjoy the time with my nephew. I expressed that i am filing a formal complaint and needed a responsible person's name and contact informations, the manager was hesitant to give, in the end, she wrote down and when i got it, i asked her if she has the authority to release such informations then, she started crying. I feel for her in-experience to handle such situation, the chef was advising me to just go to the website and get the contact informations from there and file a complaint via website. This Japanese restaurant in Guildford needs trained people in order to compete with many restaurants within the area of Friary.

OUR BILL WAS £184.55 for the record. This matter is currently being investigated by Mr. Dan of Yo Sushi. The meal is very expensive but the worst part is when you are restricted to enjoy the experience just because the employees doesn't care about...

I wish I could give them zero stars. Where should I start from? The food was uneatable or wrong, and the service was poor start to end. My husband and I ordered mega gyoza teriyaki and they arrived with spicy stuff on top. We told the waitress that’s not what we ordered (plus, I informed I can’t eat anything spicy when we’ve been asked for food allergies), so she brought us the right one but the whole presentation and toppings were missing. No spring onion or other toppings you would normally find. Then we ordered the California gunkan. Again, no toppings and no teriyaki sauce, so I asked for them once again, and we got a big splash of teriyaki sauce on top and that’s it. The crunch prawn roll had some salt on top of it for some reason, which ruined the whole taste of it. Then we had the mixed maki, the avocado was brown and the salmon had a horrible taste, the rice was rock hard and the whole thing was room temperature. Also, the sushi was contaminated by an ingredient of another roll (the violet herb). I had to leave the food in the plate as I didn’t want to risk a food poisoning. Is this how your branch trains the cooks to treat raw fish? I really hope I won’t feel sick later on. I swear, I can tell a wrong thing on each and every item we ordered tonight, even when we ordered a bottle of water we received one glass only and we had to ask for a second one! Not to mention that every time we sent a plate back to be fixed, every member of the staff that dealt with us looked bothered. However, when a group of young lads came in after us, they have been warmly welcomed. At the check out, we mentioned the issue with the mixed maki, highlighting the health issues that spoiled raw fish can cause, and we just got back a “yeah, sorry about that, would you like a refund on that?”. I mean, seriously? She couldn’t care less, not a “I’m going to check with the kitchen” or “I’m going to inform the cooks” or “what can I do to fix this”. At first I didn’t want for those 3£ back but you know what? We spent more than 40£ for terrible, old and spoiled food and an awful experience, so yes, I asked for those 3£ back in the end. I don’t remember last time I went back home hungry after being in a restaurant, but seriously, couldn’t trust that food anymore. P.S. the music was extremely loud and the whole atmosphere looked like children who have been left alone without the parents’ supervision. Ah, and for the whole bloody evening, no one ever came to us asking if everything was okay, while they did with other tables. I get that they knew that everything was wrong, but they could have tried to put some...

I've been a fan of YO! for over 10 years and have previously found Guildford to be a well maintained branch, but recently, the standards of the facilities, food and customer service have slipped. I have given the branch the benefit of the doubt and returned, but each time I have left more disappointed than the last, the latest visit to the restaurant was by far the worst and will be the last. I visited with two companions last week, the restaurant was almost empty (only two other tables, both of which arrived after us), yet we were kept waiting for the food we had ordered for a ridiculous amount of time. The food (pumpkin katsu) that was served to us was, in my opinion, unacceptable. It had clearly been microwaved, as it was piping hot in the centre but cold on the outside and had a horrible chewy texture. I couldn't be bothered to complain. We waited at least 15 minutes for it to arrive, so we ate it. I also ordered an aubergine salad (my favourite dish) which was horrible; thin slices of burnt aubergine, no dressing, and missing garnish) and there was hardly anything of it! On the previous visit I was served undercooked prawns which were inedible, and prior to that the waitress neglected to send our order to the kitchen at all and allowed us to order food that wasn't even available, we were left waiting for over 25 minutes and couldn't get the attention of a member of staff as most of the service buttons in the restuarant don't seem to work anymore and the member of staff who had taken our original order seemed to be avoiding looking at our table. It was a very busy service and when we eventually caught the attention of another staff member, she apologised and addressed her colleague who shrugged like she had no clue- a complete shambles, we started recieving food after another 15 minutes. Service aside, the new menu is disappointing, the ability of the kitchen staff seems severely lacking (and I'm not the kind of person who wants to, or enjoys complaining, I would rather go eat elsewhere than have to brace myself for sending things back). I have hinted that things are not ok- leaving food on my plate, or mentioning that we have been kept waiting due to staff error and no compensation has been offered, I feel you would have to kick up a real fuss with this company to be treated as a valued customer and considering my loyalty to the brand, I've had enough. It hasn't always been like this, so I'm not sure if this is a branch problem or a company problem, but I'm afraid I'm not longer willing to wait...