Matane Sushi Norwich — Restaurant in Norwich

My two teenagers love Matane Sushi. They sometimes get their lunch in there, and they recommend it to us. My friend from Ipswich visited yesterday (Saturday) and we dropped by at Matane for lunch. We loved it! So this morning (Sunday), I thought I would treat my family with the XL Platter. We were told to wait for 25 minutes, which was fine. Whilst we were waiting, a delivery driver came and was told to wait 10 minutes. This driver said that he was told 10mins ago to wait for 10 minutes. Then a woman named Helen replied back that it was not 10mins yet and that they could not give the exact time to the driver. The driver showed Helen something in the app that says about the time, and Helen started shouting to the driver. She was arguing with the driver at the top of her voice. She even asked the driver for his name, and the driver answered calmly. The driver never said a word after that. But Helen kept on and on about it, shouting to the driver! She even told the driver not to come back there! She was very rude to the driver! And after a while, I was so fed up listening to her going on and on and never stopped shouting, I intervened and said for her to shut up! It was not a very nice atmosphere for customers to hear her shouting at the driver! There was even another delivery driver waiting. I get her point that you cannot give exact time for drivers but you can say it in a professional manner. Just because they are drivers, you will treat them differently? Bear in mind that they are delivering what your customers have ordered. I was so appalled by the attitude. I don't care if you are the owner or manager. You shouldn't shout in front of customers. All you need to say to the driver is "Sorry, it's taking along time as we have other orders as well." That's easy, isn't it! For sure, drivers also have target times to deliver the food. Staff should have proper training and control their anger. Appalling conduct! But despite that scenario, we have enjoyed the platter. Just not fair to experience that kind of rudeness. The other staff apologised to us though, but not Helen! Even the driver said sorry to us. So sorry to post this kind of review but I don't tolerate rudeness and I will speak up for anyone that's being...

The food is nice but I just had such a horrible experience I will never go back. I ordered last Saturday night directly on their website to collect, but when I arrive they said Apple Pay doesn’t work on their website so they didn’t have my order. There was no notice of this on the site and I received the Apple Pay notification that I had been charged so I was completely unaware.

They then retook my order but charged me more than it had cost me online, as well as obviously the inconvenience of me now having to stand there and wait for it when I had ordered online 30 mins in advance. I politely queried this with the staff member but she was very blunt, stand-offish and sneered at the small price difference it cost me - I said that wasn’t the point, the point was I had in effect been penalised for their website not working (not only by being charged more, but now having to wait) and they had not been apologetic at all.

I suggested they update their website to remove the Apple Pay option as they said how Apple Pay orders never work on there, but instead they said it wasn’t their fault and it was their website provider’s fault Order Yoyo - still no apology, blaming a third party - even though the URL is matane-sushi.co.uk - not like I’d ordered via Deliveroo for example.

I felt embarrassed and degraded (in front of others in there) for even raising this problem. If it were my business I would have been so apologetic, not only for the issue of now having to wait for the order to be made from scratch, but also for it being a common issue that I had not resolved on my website, and I would have honoured the online price because it was not the consumers fault. So unfortunately I don’t ever want to order from here again.

In response to the owner’s comment on this review: what a very unhelpful retrospective comment. The staff in store, including yourself as the owner in the store at the time, said ApplePay never works so clearly an issue you need to address. My iPhone was up to date as it updates automatically. Again, you have given no apology for the poor service or for the way you handled this...

I ordered via their online website. Paid. Walked to the shop and it was closed. Apparently they are on holiday. We all need a break. But taking peoples money and getting them to walk to your establishment, only to find it isn't open is despicable behaviour. And to top it off, there is no one and no way to get my money back. Mantane Sushi should be ashamed of themselves. Dishonest time wasters. UPDATE - the owners assertion that I wasn’t charged is incorrect. I’ve looked at my account and the money has been taken. And it wasn’t an inconvenience. It was a massive disappointment for myself and my family. And now I have to spend time chasing for a refund. Blaming a third party just isnt good enough. ADDITIONAL UPDATE - I waited until they had reopened after their holiday. Note I had no cog ice as they have no way of getting in touch other than by phone. And when I do call, I find I still can’t get my money back. Apparently I have to talk with the owner, Andy, who is on holiday, and can’t be contacted for another 2 days. Fascinating that Andy will take time to reply to a review, but won’t take to the time to reconcile the issues associated with the review. Now I have to spend more time chasing a refund. Disgraceful behaviour that could have been avoided, initially by checking the system and then by working to get...