itsu - Richmond — Restaurant in London

There have been a few circumstances which make me feel as if I look like I have nothing positive to say but these have been my experiences. Experience 1. Doesn't accept cash payments so was turned away (not rude but it's embarrassing when you can't pay for something as I didn't have a working debt card). 2.I had the little chocolate desert and found a long black hair in it. Was given another one but the response was "these are made in a factory. That couldn't have happened" (I have red hair) Went to order this evening as a treat on my way home, had a staff member come up to me as I went to tap my card and was informed that both items weren't available for purchase, but were still available for customers to purchase on the menu. Even in the evenings, there should be some availability of a bit of everything to cater to your customers. Purchased Sushi and the Salmon and Avocado were particularly smelly and off colour.

The atmosphere is nice and it's always very clean and displays are immaculate. It's just a shame about these few things as they have...

Update: yesterday we went to itsu, and I ordered cooked salmon bowl. When eating I noticed it was undercooked on one end, it was more pink (rather than whitish), and more wet (rather than drier). I addressed this question to a cook, asking how long and under which temperature the raw fish is treated, he agreed its undercooked, and he said “5mins under 75C”. For some ppl listeria might be dangerous, and according to google: it dies under 100C for 3 mins, or 70*C for 20 mins. So, apparently, the way it is cooked in Itsu is not enough for fish to be completely safe for all kinds of ppl.

Also, there was no soap and paper in one of the restrooms, which is not very sanitary.

Its a nice place, the second floor is always quiet and peaceful. I like hot miso soup, hot tea, gyoza, etc. A great place to have a snack and a hot drink...

I really love Itsu BUT it is not the first time I pay for something extra (like an egg for chicken noodles) and I am missing it completely. So I've been charged but the service wasn't provided. Do not make the same mistake. Check your order while there and not when back to the office. There is no option to file a complaint through there web site so I sent an email to their Managing Director. I would like to get my refund!

UPD: I've decided not to leave it and walked back to Itsu with my pot of noodles. I have explained the situation and they have prepared a new pot (with an egg) and gave me an option to choose anything else I like for free. It was nice but I am still angry because of the original service provided. I don't need to cross-check everything. I want to trust...