Rin Sushi(Harrow) — Restaurant in London

Horrible experience. I wish I could give 0 stars.

Had ordered from JustEat and the advertised delivery time was 35-50 minutes. The ACTUAL estimated delivery time was 2 hours 40 minutes later after I had ordered. At this point I was contemplating cancelling but thought whatever I'll let them have it, maybe they are super busy.

After the long wait time we get a call from the delivery driver complaining about his job and wanted us to go and find him because he couldn't navigate the roads, didn't know where the address was, couldn't find parking space and other issues he wanted us to solve for him. He WAS NOT apologetic and continued to complain and requesting us to solve his problems for him. YOU HAVE ONE JOB DELIVERY DRIVER.

So after a round of trying to help him solve his issues he refused to take any of the solutions like "there is a parking spot there, park there" or "the apartment is right there, go there", he said he would wait 2 more minutes and if we didn't come to collect the food from wherever he was he would leave and go back to the shop.

I hung up on this fool immediately and rang the shop. I thought maybe they just have a horrible delivery driver, maybe they'll sort something out. I got on the phone with the shop and they didn't seem to care at all. They did not address any of the rudeness of the driver nor the horrible service given, they asked us to wait EVEN MORE whilst defending the driver's actions and told us that once the driver got back to the shop they would send it again with another driver. And they proceeded to continue to defend the driver saying "he was there waiting for you, you should have gone to collect it". UNACCEPTABLE.

Since they offered nothing in terms of recourse after the horrible events, I asked about refund, discount or anything and they responded with "No it's fine, your food will be with you a later, you will still get the food" and refused to give us anything. By the time the food would have reached us they would have made us wait 3 hours 15 minutes.

At this point we know that the shop doesn't care at all, they didn't care about what the driver put us through and how rude he was on the phone no matter how much we tried to help, they didn't care about the time we had to wait for the food nor the horrible experience that both the shop and the driver gave us. On top of that, their food wasn't far past mediocre even if it wasn't bone cold.

TLDR:

Delivery driver picked a random location because he couldn't do his job and threatened to return to the shop (which he did) if we didn't find him and collect it from him. Shop didn't care about ordeal, told us to put up with it, and wait even longer, without giving us any sort of discount or refund. Food was cold.

AVOID AT ALL COSTS IF YOU VALUE YOUR SANITY.

Response: Unfortunately, unlike your claim, there has been no refund of any amount whatsoever. Not in full, not in half. I received a notification this morning that no refund would be made at all and the tiny pancake was sent "because the food was late" instead.

I never claimed the food arrived over 2 hours late. I claimed that the advertised delivery time BEFORE ORDERING was 35-50 minutes, and then once my payment was TAKEN the delivery time suddenly was over 2h 30m later. I ordered at 1830 and the estimate delivery time was 2110. Why was the advertised delivery time 35-50 minutes? Completely misleading.

The person who took the phone call DID NOT OFFER ANYTHING in compensation, he denied providing anything and only when the meal arrived, there was additional item "because the food was late", I ended up waiting over 3 hours.

Like the phone call, the response you've given below is another guilt-shifting game, with no ounce of sincere apology. You're damage controlling the review page to avoid looking bad in front of other visitors. If you are truly apologetic, you would address all complaints from a customer instead of attempting to defend the actions of your staff. I would even have considered changing the review if you had shown an ounce of empathy for a...

A very fair priced authentic Japanese takeaway & delivery in Harrow

The man who served me was always smiling and jolly. He gave me free spicy edamame beans and some free doriyaki while i was waiting for my food. I was really grateful for this.

The food was good. I really enjoyed the sweet potato and pumpkin katsu, chicken gyoza, duck urumaki and spicy chicken katsu urumaki. I loved the spicy sauce with the chicken katsu sushi and the gyoza sauce.

My favourite dish was the okonomiyaki- this was pure heaven! I loved the texture of it.

I enjoyed the bao bun too and felt this gave a nice variety to the otherwise predominantly Japanese menu.

i would have liked the takoyaki a bit crispier.

i took away 1 star because you put the soy sauce packets, which were in a "help yourself basket", inside the sushi boxes, and thus in direct contact with the food. The packets could have been touched by any other customer who helped themselves to the soy sauce. As a medical doctor, I would kindly suggest to avoid this and instead advise customers to help themselves to the soy sauce packets, for hygiene purposes.

Overall, thank you so much Rin Sushi! I will definitely...

Rin Sushi is a true gem in Harrow!

Have ordered multiple times for delivery and it's always been perfect. Good quality sushi and Japanese hot food is hard to find - especially outside of central London.

One thing to note is it's always fresh. With other takeaways in the area you can tell it's frozen/reheated - but with Rin it's juicy, freshly made and feels a lot healthier.

I normally go for the curry option (Tofu, Pork or recently the pumpkin/sweet potato option - need to cut back on meat!). Portion sizes are great and it's a well priced option

Maki/special rolls are great and at a good price too. Recommend the regular salmon rolls, or salmon/avocado. DELISH.

The new bao buns are INCREDIBLE. Fluffy, really really filling (they are huge - about the size of a hand). Recommended and unique to the area!

One last thing I'd recommend is ordering through their website directly - you get a 10% discount and free delivery. I used to order via Uber Eats/Just Eat but this works out...