Sushimania St Albans — Restaurant in St Albans

2 July 2023:

THIS IS A COMPLAINT EMAIL. Yesterday, we went to Sushimania St. Albans to have dinner. We had reservation for 3 people at 6pm. We arrived a bit early but we were right away accommodated. The problem was how rude a staff communicated a concern to me. Upon arrival we were asked what we were going to have for dinner all you can eat or ala carte. I told the person in the reception we're having 2 all you can eat and the child that we were with was not eating (My daughter decided she couldn't wait for dinner and ate while we're on our way so I knew she's full). We were directed to sit on table 8. While waiting, I talked to my daughter and asked repeatedly if she's sure she's not eating. She said yes, she would not but then when the first set of our eat all you can order came, she decided she wanted to eat too. I booked an ala carte salmon meal for her. Came her dinner and ate only 1/4 of it (because she's still full from what she ate before coming to the restaurant). Minutes later, she asked if she can have some prawn tempura she saw me eating. I explained to her that she couldn't have it as it was from our menu and that our set was different from hers. But then she's only 6 and have limited understanding of things like this. Instead of making a scene, I agreed and gave her 1 tempura. She ended up liking it and asked for another 1. I did give her 1 more. And then a 3rd one. She ate only half of the 3rd tempura. My daughter loved edemame beans and I thought, I would share with her some from my tofu salad, I gave her around 5 pieces of bean which she didn't even touch. She stopped eating entirely. Minutes later, a man approached the table, looking stern and talked to me in the most rude way I ever encountered in a restaurant here in the UK! He said curtly "The child will be charged half because she ate from the unlimited menu" without actually looking at me (the person he was addressing this concern to) and walked away even if I was sure he heard me attempted to talk (he was only few inches away from me). While I understood the rule and I had no problem paying the extra charge, THE WAY HE COMMUNICATED THIS TO ME WAS APPALLING AND VERY UNPROFESSIONAL!!!! I lost my appetite after that and I felt upset. After some minutes, the man passed by our table again and I called his attention about a charge in my bill (food tray). He again talked to me with cold, harsh tone telling me is the most impolite way: "This is not charged." added (verbatim) "you can even check your online bill, scan this code and you'll see its not there." though I was not happy with his attitude, I thanked him. Minutes passed and he came again and placed our bill on our table. I felt like I was on the verge of loosing it as I felt he was sending us away already by giving us the bill I DIDN'T ASK FOR just yet. What a show of customer service!!! We love sushimania and had been to this restaurant for 5 times already. But with this incident, I wouldn't be coming again anymore. And I will surely tell the story to friends to be careful with this rude staff. You can review the CCTV footage of this incident yesterday, 2nd of July between 6pm-7pm, as table 8 was right under a CCTV. He was the guy who normally works in the bar, black haired and wearing a white top. Thank you for your time and I hope this feedback will not be taken for granted.

I SENT THIS EMAIL TO SUSHIMANIA ST ALBANS ON 3RD OF JULY AND NEVER HEARD ANYTHING FROM THE MANAGEMENT. READING OTHER REVIEWS, IT'S APPARENT IT'S THE RUDE STAFF AND/OR MANAGER WHO IS THE MAIN REASON THIS RESTO GETS BAD REVIEWS. YET, NOTHING IS BEING...

Extremely poor customer service. Shocking experience. This restaurant is not worthy of being in St Albans. I would strongly advise an independent inspection and have the restaurant removed or the staff dismissed. My self and my friend visited for the first time ever on 17th August 2020. We made a lunch reservation in advance for 1pm and when we arrived at the Sushi Mania in St Albans, we were asked to come in by a male member of staff who was in a stroppy mood when he saw a que of people. He was not smiling and looked very frustrated. Prior to even attempting to seat us, he asked us which menu we would like? Unless we decided if we wanted the 'all you can eat' or the standard a la carte menu, we would not be seated. We asked him to explain how both menus worked and ask a few more questions, as this was our first experience. The staff member was angered by our questions and snapped at us and raised his voice and mentioned due to the government 'Eat out and help out scheme' he is fed up of the questions. This is very alarming considering a lot of customers are investing their money and time supporting this place during this pandemic for a good experience. Also, the fact the government are supporting the restaurant and they are treating their customers with poor and rude behaviour. We then asked to see a manager as we were not pleased with the way we were spoken to by this member of staff. The manager was opposite him and saw what was happening. Instead of intervening he decided to make a phone call instead and ignored us. We politely waited to be seen by the manager. Once he was available instead of listening to us, he demanded we made a decision on the menu. I explained the issue is the behaviour of the staff member. The manager called Allan said he was happy with the way his member of staff spoke to us as we came unprepared. How more prepared can one be since we made a reservation, it is not like we just turned up to be seated. He then began raising his voice at us in a louder tone than his collegue did. Of course staff members will be rude if management have no skills in customer service whatsoever! This kind of behaviour is appalling for any reason and considering were were so calm. To end it he then said, well if you are not happy then please leave, I refuse to serve you. I mean at this point we decided to leave in any case however, the fact he then shouted at us to leave, was just pure arrogance and extremely incompetent customer service. We will not be attending this place ever or any Sushi Mania and would not recommend them at all! Concluding the matter, we were insulted for asking very basic questions for first time customers. It is basic customer service etiquettes to greet customers with a smile and explain how they operate particularly to new customers. Totally unacceptable. It was not very nice to be treated in this manner and this ruined our lunch plans. We decided to then pop into Thai Rack around the corner, instead who were extremely polite and made every effort to seat us even without a reservation! Please do not waste your money at Sushi Mania to be...

This restaurant is NOT austism/neurodivergence friendly!!

The food is decent and in the beginning I was enjoying the atmosphere as it wasn‘t full and there‘s a good amount of space between the tables. The music is a bit loud and very remixy, not calm at all but with earplugs manageable.

Before we even started to eat though a staff member thought it was necessary to comment on my facial expression and how I seemed unhappy in a quite condescending way, all while only addressing my friend talking about me and never talking to me directly. At this point I was just sitting there, not interacting with any staff members at all, minding my own business. First I was a bit confused since I was feeling fine, by the second time they approached and commented on my face I was getting annoyed. They could‘ve just asked me „is the food okay, are you okay?“ and I would‘ve gladly explained thet everything is well and I‘m just not that expressive - but talking to my friend about me as if I was a child?

Despite avoiding them the rest of the time I had to approach them to ask a question on my way out. I did so in a friendly way as I usually do when talking to people. They interruped my „sorry, can I ask a question?“ with saying „OH look who cheered up!“ Somebody else just walked by and helped me with my issue instead. While I was still standing there the staff member in question managed to get in another „Quite a bit actually, you look better with a smile on your face!“

I feel like in 2024 we shouldn‘t comment on womens facial expression in a „smile more!!“ way anymore. I was enjoying my time up until those comments were made, instead of focusing on my meal and wellbeing I was focused on my facial expression from then on. It was judgmental and weird and as long as I‘m polite and nice to people when interacting with them I shouldn‘t have to worry about being approached about my facial expression during a moment in which I was just relaxing. Or well - my friend being...