itsu - Strand — Restaurant in London

Having recently visited your Strand site for dinner, it was a surprise, and disappointment to discover that your company refuses to accept cash (legal tender) as payment for drinks and food etc. I asked the male server why this restrictive and divisive policy was in place and he said didn't know other than its cashless for covid... which as we all know, is, and has not been an "emergency" issue for retailers for more than a year. As cash is legal tender, retailers should still have provisions in place for customers... As I do not have cards I had to leave and find somewhere else willing to take my money in order to eat. The UK government recently debated this matter in Parliament on 20th March due to increasing pressure from the public needing and wanting to use cash on 20th March 2023. This matter falls within the Financial Services and Markets Bill 2022-23, (in case you were not aware,) and is currently in the committee stage in the House of Lords, which includes provisions to *protect access to cash. Given times are increasingly harder than ever before, and particularly for hospitality businesses like yours, I would have thought you would be actively trying to ensure all people are catered for, and encourage the continued running of their venue, rather than adding barriers and obstacles to business?  Covid was partly used as an excuse by many because people wrongly believed it could be transmitted on cash... This has long been proven incorrect and an unsubstantiated fear.  Covid was also used as a catalyst for bringing upon a digitalised system to an unaware public, however many businesses, particularly independents (which I would prefer to support) reverted to accepting cash again now that the pandemic is over.  Refusing to accept cash is especially frustrating when you are on a budget, and perhaps are at the limit on cards so literally cannot afford to go into overdraft. It is also extremely shortsighted to rely wholly on internet/ digital services which can and do often fail, leaving you without service and losing money.  Not to mention it is discriminatory and embarrassing, especially for more vulnerable members of society who rely on its use.   I respectfully ask that you consider introducing accepting cash payments within your sites.  The hospitality industry was hardly supported at all, in fact it was heavily discriminated against by the UK government during 2020-2022, and I cannot understand why you are effectively doing the same to a public wishing to...

I normally really enjoy Itsu's food, general service and atmosphere, but I witnessed the most shocking thing since I visited any Itsu store. I popped in the store in Strand next to Charing Cross station to get my normal favourite vegetarian dumpling at the hot food area and I noticed the two boxes left, but both plastic seals were both opened on the shelf. I informed an Asian look girl about this, she straightened away and removed these from the shelf and talked to another guy who in the kitchen,then another older lady came to talk to them and it seems the Asian girl explained my concern of these boxes, but what this lady did after was shocked me. The older lady seems not happy, but picked up a pen made some note on the box and instructed the Asian girl to place it back on the shelf again!! What horrible action! These could be contaminated or someone might have been touched by their finger or spit in the box via the open seals... I can't believe my eyes and definitely do not want to return to this place again! I will remind every customer who is purchasing from this place, must ensure all your hot food from the hot section must be completely sealed, otherwise you never know what you could catch from an opened box that you bought...

Outstanding Service by Mr. Arafat at Itsu, London

I had a wonderful experience at Itsu in London, thanks to the exceptional service provided by Mr. Arafat. From the moment I walked in, he greeted me with a warm smile and a professional attitude that immediately made me feel welcome.

Mr. Arafat was attentive, friendly, and went above and beyond to ensure my order was correct and that I was comfortable throughout my visit. He was knowledgeable about the menu and made helpful suggestions, which I really appreciated.

It’s rare to find someone who combines efficiency with genuine kindness — Mr. Arafat truly made my visit special. Itsu is lucky to have such a dedicated team member. I’ll definitely be returning, and I hope more people get to experience his excellent service.

Highly...