itsu - Ealing Broadway — Restaurant in London

Honestly i’m shocked. This has never happened to me and it’s ridiculous. On saturday 18th of october, me, my dad and my sister go itsu, like we do every Saturday and we have been for about 3-4years which shows how loyal we are. First the food was not tasty at all and the portions have decreased significantly and the prices have increased but we still stayed a loyal customer ? How weird. As we were paying, all three men were staring at us and i could tell they were checking if we were actually paying and we were?! We asked them and then Nicole (my Dad asked her name) , behind the counter, decided to jump in this conversation, that wasn’t even INVOLVING her but she just decided to start talking rude. She started being extremely passive aggressive making up lies, yelling at us , saying she’s seen us steal boxes of food, then when my Dad asked her what’s going on, then CHANGED the story and said she’s never seen us steal and seen others steal so why stare at us, even though there are many others in the place? even though we just asked a simple question, which was why do you keep staring at us like that even during finishing our food? And she didn’t even try to hide it!! i’m 13 years old and it’s honestly shocking what i saw that day. Nicole started violently swearing, to my dad AND me and my sister. she said she doesn’t care and she is not scared, She said to my sister “I bet i’m younger than you” and said “your older than my father” to my dad, and said some extremely rude things to me i’m not even going to say here because it’s honestly crazy and embarrassing for her. We were harassed, at a place we are extremely loyal to which is ridiculous and she did in fact put the middle finger up at me specifically as we were leaving and swearing at us, which we couldn’t hear as we were outside. God knows WHAT she said. None of us actually swore once or used any sort of bad language and SHE resorted to doing that INSTANTLY which shows her immaturity when it comes to handling situations like these, God knows what she’s said to other people. Someone SO UNPROFESSIONAL like this should not be allowed to work here, let alone a chef because you never know what she could be doing with the food. We felt extremely offended, and as we were talking in our native language she kept saying “PARDON? EXCUSE ME? IS THERE SOMETHING YOU WANTED TO SAY? HM” which is genuinely SO disrespectful and it had nothing to do with her actually. I do not want to see this review being neglected, I do not want to see her behaviour was disgusting, i’d never have experienced this in my 4 years of coming...

I went to this restaurant a few days ago and it’s an absolute garbage !! First of all , The cashier didn’t help me with anything even tho I was struggling to find my order and she just stared at me struggling with miserable rude face no hi no can I help you ! I never worked as customer service and I can do better job than u and your chef !! She dragged her feet to tell me it’s not there after all this time 🙄 I was like okay , I wanna have chicken teriyaki . I was given my order on their counter , and I went to have some sauce then the sauce table has a hole in the middle for garbage!! And it was dirty supposedly the little space I need to put my tray with ketchup and garbage juices , I was like fine I lost money already what can I even do . She watched me annoyed and i pointed at it for her to clean but she didn’t do anything, she was like SORRY .. No comment , after that the meal size is smaller than my hand and it costed me 8.99 £ ! and it was the saltiest , most hard rice , dry veggies, and most smelly and unsettling chicken smell and texture ever !! Again I’m not chef nor east Asian but I guarantee I can cook it better and anyone with brain and hygiene can do it at their convenience at their home , never again 😩 and they let weirdos into the restaurant and sit on chairs that they earned nothing for sitting, a man didn’t order anything and sat on my seat while I was looking for working USB plug and I had to tell him to get up because that’s my seat 😤!! He sat on another chair for 10 minutes with bags then got a text then left ! ((THEY DON’T HAVE SECURITY, WOMEN BE SAFE DON’T COME HERE )) And lastly no USB plugs working , dirty sticky tables and expensive drink 2.25 £ 🙄 all that for food that’s worse than dog shit!!! Never seen such a horrible place and team . Even the chef passed by me and didn’t look or make interaction to ensure the food is right . She looked like she doesn’t want to talk with foreigners or look at all because she can’t stand them and just want their money by the look of...

I am a regular Itsu customer. I often buy sushi here. It is good and the price competitive. I buy full price or with the 50% discount, depends by the time that I go there. In these years when I am close to the discout time, I go to itsu 10-15 minutes before, and I take the boxes and wait for the discout time. It is common practice and it makes sense: if you are close to the discount time, it doesn't make sense to pay full price. Usually when I go, I find tens of boxes, but this time only 5. I was already sad for this. I love sushi and usually I buy 5 boxes only for me, and I was with my wife.

Yesterday, for the first time in this shop, one of the employee (maybe the manager) forced me to put back the food into the fridge, or to pay straightaway. His reason and words was that if the food is out of the fridge for more than 5 minutes, he could not garantee me the quality, and conseguently it is not allowed to sell me the sushi.

In that moment, I left the food back into the fridge. After they collected some boxes for an order (maybe online), even if the same employee told me that they were still preparing some sushi in the kitchen for online orders. In that moment I decided to leave.

My questions are: if the food is significally damaged after 5 minutes, why there is not a label that explain this? When there is a long queue and I wait for more than 5 minutes, why there is not an employee that check the quality before selling me the sushi. And, considering I consume the food at home, for all these years I have eaten sushi damaged, and like a company you didn't tell me this?

1 star is for the rudeness of the employee and the lack of information (if there is this information somewhere, please show me and I will say sorry for this. But I didn't see a label in the shop).

For the food I could give 5 stars. The quality and...