Let me make one clarification. The food is amazing. What I feel is a major growth edge is related to customer service and online order processing.

Last week, my wife ordered a meal for our family of six via their online service. I am not a native of the Apple Valley area so I traveled over 25+ minutes, one-way, to pick up my order.

When I arrived, after spending a few moments clarifying with the representative that our order was via their online system, I was handed a bag - in hindsight, I should have checked the bag, but I was not provided with a receipt and I should have asked my wife the entire order content. In all, I thought everything was accounted for after I traveled back home.

Once back home, my wife informed me that we were missing significant parts of our meal. My wife tried to utilize the online order system she placed her order with but it would not work. After several attempts, we were able to speak to a representative on the phone. After working very hard to make the representative understand that we were missing items, they gave us the option to return to the location (I remind you, this is a 25+ minute drive one-way).

It is at this time, my wife drove to the location. Prior to her drive, the representative let her know that she would have the meal prepared prior to her arrival. Unfortunately, when my wife arrived, she had to wait and they STILL did not have all the food prepared. Actually, they informed my wife that the grill was closed and that our missing order items could not be made at this time.

At this point, my wife asked if she could get a refund and the representative informed her that she would have to call some number to clear up the bill because they could not give a refund at this location (possibly corporate). The worker did notify my wife she could return another day to get the missing items at no charge.

Lessons Learned

It pains me to write this message, and yet I know it is important to share my recent experience. I can remember in the past when I frequented the establishment and was very satisfied with the service and meal.

I am not sure if it is under new management or leadership. With all that is been going on, staffing could be a major concern. All I know that I am still $30+ dollars short on a meal.

I would ask that Ninja Sushi consider the following:

1. Find a new online ordering system. It is obvious it is difficult for you and your staff to track or interpret orders; therefore, affecting customer service.

2. Buy your establishment an improved call system (i.e., phone).

3. Training. If turnaround/ retention of workers is an issue, I wonder if you can take some time to see what your employees need.

4. Leadership. Who is the leadership in this place? Are they on call to assist employees when though decisions have to be made?

Just my thoughts. If you got this far in my review, I appreciate you. I am sure I will give the establishment a second chance in the future, but, in the meantime, I wanted to express my frustration in the poor quality of customer service received. Anyone who has followed my page knows that I usually like to promote positive reviews, but I do have to express other thoughts in order to help improve the experiences of others.