Tokyo Steakhouse II — Restaurant in Bartlett

My party of 8 made reservations for a hibachi table at 7:30. We get to the restaurant and aren't seated until 7:55. The service throughout the meal is average at best. The waitress taking all of our orders is doing the bare minimum and the chef was pretty shy though very generous when it came to sake shots. Randomly, without anybody asking how our food is or if we want to order anything else, our checks come. My check comes out wrong with an extra item listed. One of my friends while receiving his check kindly asks if it would be too much of a hassle to get some mochi for dessert since nobody was ever asked if we wanted some. The waitress looks him in the eyes, says yes, and continues to pass our the rest of the checks. So rude! As we are leaving we see 2 people seated at the hibachi table be told that their party isn't big enough to cook on the hibachi table and were awkwardly escorted to the other side of the restaurant where they sit at a normal table and all the food is cooked in the back. We get home and my boyfriend realizes that he accidentally left his wallet at our table. I call the restaurant, describe our party to give her an idea of who we are so she can check our table, and describe the wallet. I'm told by the lady on the phone who sounds just like our waitress that the wallet could also be on the chair or on the floor. The lady says they don't have it, took my phone number, and said they'll call if it shows up. My boyfriend and his friend drive all the way back to the restaurant to find the wallet exactly where I described it to be over the phone. On the chair. They also noticed a different party of 2 sitting at a hibachi table getting their food made for them on the hibachi grill when just minutes before another couple was denied the hibachi experience and told to eat in the regular restaurant area. I feel as if this service is a reflection of the 18% gratuity that is automatically tacked onto every bill. We will not...

It's my first time here, and sadly, it would be my last. We came in for dinner, and we were told there was a 30 to 40-minute wait. My family and I thought the timeframe was reasonable, so we decided to stay; however, we waited more than 40 minutes to be seated. When I asked the lady who was taking names, she explained she couldn't give me a time of how much time I would wait. Another person working the counter came in and told her in a low voice that it didn't matter they came in as a walk-in. (very unprofessional) After that, we waited for the waitress to take out the drink order, and guess what more waiting! We finally got our orders in. It took a while to get things to the table, but we were finally getting the food. The chef was great, but my kids and my orders came incomplete. We never received our rice when the check came in. I explained to the waitress we never received our rice, and she apologized and said she could box it for us. Well, what am I supposed to do with rice? I asked if she could speak to the manager, Kristi. When she returned, she told me they could do nothing since the rice was free. I’m sorry, but if a meal states it comes with rice, that is not free. I am I am paying for my plate. So, I’m not sure why they would say rice comes in for free when it’s part of your meal. They weren’t even helpful in finding a solution to the problem. Their only solution was to pack the missing rice and call it a day when you’re spending +$200. That's unacceptable. I have never experienced this service, so I would stay away! Worst...

Such a shame - we have eaten here and picked up many times, but tonight they forgot one of our items (the cheapest one of everything we ordered, the gyoza potstickers). I called and asked for a refund for that item only since we didn't receive it, and they completely gave me the runaround. The woman who answered the phone passed me off to a man (manager? Who knows, he never introduced himself) who could not be bothered with my call. He wanted me to come back and get it (driving 25+ mins round trip) or receive a "credit" for the next time. I asked him to please just refund me the measly $9 for the item we didn't get, as I didn't want to drive 25+ mins and come back to the rest of my cold food. He then asked me if he could call me back almost 2 hours later "when they're not as busy" as it was "a lot of work" to process a refund. I explained that time was when I would be putting my kid to bed, and asked if he could call back earlier. He refused, so I definitely got heated and told him to forget it and eff off. Terrible customer service - and this is coming from someone with 15+ years food industry/customer service experience. We also tipped 25% on our $85 takeout order, as we always do. Hope the $9 was worth losing our...