Zen Sushi — Restaurant in Asheville

I regretfully must say that my interaction with server Andrew on 3/13/19 has caused Zen Sushi to lose my business for an indefinite amount of time, or at least until there is a change in staffing.

Each time I have been assisted by him my order has been incorrect - despite this being the exact same order that I make on every visit. On one such occasion prior to today's, this server stated that I should "order more specifically next time" (which he explained in detail) to avoid confusion. I took this to heart - I don't want to confuse the servers, the chefs, or make anything more difficult than it needs to be. Thus, on March 13th, 2019 I ordered what I normally do in the format he specifically gave me and the order was still incorrect. I called the establishment and proceeded to discuss what had happened in a very polite tone and simply asked if it would be a problem for my order to be remade. Andrew proceeds to argue with me about an up-charge of a dollar amount to correct the mistake; he states that "the computer does not allow substitutions" and that "his manager told him he could not make substitutions." I am perfectly okay with paying a $1.00 difference/up-charge on any future visit, which I emphasize. I am not okay, however, with his insistence that he is unable to make substitutions on his computer, but can fix my order for a dollar more? That doesn't make any sense, nor should it when there does not seem to be an issue with any other associate who assists me. I explain, again, that I do not mind an up-charge on future visits, but I do not understand why he is unable to perform the exact duties that his other associates are able to? And why should I be charged for the establishment's mistake - even if it is just a silly difference of a dollar? He then tells me that he can't do my request because "there is a language barrier between [him] and the chefs." Needless to say, I am frustrated at this point because he is being extremely inconsistent with his information as well as rude and argumentative over a mistake that only HE seems to make. And to top it all off - he faults me, the customer, and "a language barrier" between his fellow co-workers? That is extremely rude to the chefs as well, in my opinion. After I explained to him that I made my order based on what he told me to order last time when there "was an issue," he eventually agreed to waive the dollar fee and remake my order.

If it could not have gotten any worse, I agree and make a trip back to the restaurant. Andrew proceeds to hold my bag in the air across the room, behind the counter where the chefs are cooking and customers are not supposed to have access to, and SHAKES it at me. "Here. Come get it." He shakes it - like I am a dog told to fetch. Instead, I was shocked at his rudeness and held my tongue. He also had the nerve to tell me how to place my order AGAIN. The entire interaction with Andrew was rude, misogynic, humiliating and extremely terrible customer service. I have NEVER been treated as awfully as I was today. I can overlook a wrong order; I work in customer service myself and understand that mistakes happen, whether it is an employee's honest mistake or through the technology being used. I cannot overlook his poor excuse of an attitude. I did not scream, raise my voice or cause a disturbance that would warrant such a response. It was uncalled for and extremely disappointing. He does not want to take responsibility for an issue that only seems to occur when he is working. Instead, he mistreats Zen Sushi's customers and deflects the blame on his associates. I am so disheartened to even have to write this review, but his behavior was ultimately disrespectful and unacceptable. I sincerely hope that the management team of this restaurant reviews the information I have provided and takes necessary, preventative steps so that another customer does not have to endure poor customer service such...

Any of my past visits, Zen would have received a 5-star review, but my experience yesterday was quite upsetting. A friend (who used to work at Zen) and I met up for lunch at about 2:15. The food was great, as usual. When we had finished, our server came to clear our plates and asked us if we'd like dessert and we told her we were too full for that but thanked her. When our server came back to the table, she had the check. We would have liked to split our ticket, but since I had cash we just decided to put the meal on my friend's card, I paid him for my portion plus tip. My friend wanted to leave a cash tip, but his smallest bill was a $20; he put the $20 in with the card. Our server came and grabbed the folder off our table then walked a few feet to the next table while tucking it into her apron. My friend stopped her as she was walking back by and asked if he could just get $10 back (the bill was $40, so the server would have been getting a 25% tip). When the server came back, she put the folder on the table and thanked us, then, as if it were an afterthought, said "by the way, there was no $20 in there." My friend looked around our table, said he was sure it was in there. The server said "I only went to my station and back, there's no way I would have dropped it," and then she walked away. My friend checked all of his pockets and wallet just in case-no $20. We looked at the floor around our table and the one the server went to after ours-no $20. Both my friend and I know, without a doubt, that the $20 was in the folder when the server took it from our table. I had handed my friend the $20, he put it in the folder, and there was no $20 after the folder was taken. If the $20 wasn't taken intentionally by the server, it was still lost by her. My friend didn't get his $10. We left upset. The server didn't seem affected at all. I won't be returning to Zen. I love the food, but that experience was awful. There are plenty of other sushi restaurants in Asheville.

EDIT: When my friend received his bank statement, a tip had been added to his card for the meal-since he'd tipped in cash (which could only have been lost or stolen by the server), he had not left a tip on the card. So, whether the server pocketed the extra cash or not, she DID add a tip to the card which is very illegal (not to mention unethical). Do not waste (or have stolen)...

The sushi quality was very good and it makes me want to give them five stars. But, I am gluten-free, celiac, and while I really appreciate the fact that they have gluten-free marked on their menu I did not appreciate that there are things I could have eaten if they would have just left the sauce off, example; salmon skin roll. I asked the waiter if I could order the roll if they left the sauce off and he shut me down. He told me that I can eat only what is marked gluten-free otherwise I would sue him if I accidentally got gluten. I think that he was half kidding, and I'm not upset with them because, the priority is to be gluten-free and not get contaminated. I just wish the restaurant would make a tiny bit of an effort to have some gluten-free eel sauce, & perhaps modify the recipe. Maybe if they're very busy they can't make a modification because it takes too much time, however, the restaurant wasn't busy when I was there. There are sushi restaurants that accommodate gluten-free by keeping a bottle of gluten-free eel sauce, gluten-free tamari, or leaving the sauce off of a roll. It can be done.

The other four people in our party loved their sushi (so did I). The service was very good other than the gluten free issues that I'm speaking of. All of the party members would give the restaurant five stars. I won't do it but I only want to give them four stars because I want them to be more accommodating to my dietary needs. I know house self-centered that sounds, I just want to enjoy sushi on the full spectrum like a non-celiac person gets to do.

If you try this restaurant you'll like it. If you're gluten-free you'll be safe here. I'm just asking the restaurant to make a small effort and slightly modify some more rules for those of us that cannot have the sauces that have gluten b/c they...