Motomaki - Sushi Burritos & Bowls — Restaurant in Boulder

Wow, where to start, this place used to be good but my latest experience is a 0/10. I actually wanted to write directly to Motomaki, but their website is down and shows a generic hosting page, which is pretty much in line with my experience today.

I should start by saying I used to recommend Motokmaki over other sushi in boulder for both quality and quantity for the price, this has changed.

I had not been in a few months due to a change in job location. But I received a birthday email with a free entree, so remembering that today I went in and tried to use it and it didn’t work at the self serve terminal. I went to the counter and it still did not work, they explained that had happened a bunch today and they’d get a manager. They came back after the manager said something quickly and asked for my phone number and birthday, they had already tried scanning the bar code I was sent, that didn’t work so they said sorry nothing they could do, I could try to use it next time. Ok, I paid $16, usually it’s worth it there, I’d save the free entree.

While waiting for the food I got a text message saying a new card was used for my free entree, not sure if that meant redeeming it or what, so I went back and asked a different cashier. I was asked my birthday again, said it was in May, to which I was told it’s probably not usable now?? So now 1 person heard my birthday, said it was a computer error, I got a text saying it was used despite paying, and another person told me I could not use the reward yet because despite being sent it as it would not work outside the month the birthday occurs? Pure confusion, so be it. Manager should have done more IMHO but ok…not the workers fault.

My wife grabbed the bag when the food was ready and said it felt wrong, extremely light, but it had a container so 🤷‍♂️. Got home and opened it up and far from a sushi burrito it was 1/2 the size Motomaki used to be, it was just a single sushi roll cut in half wrapped in tinfoil. Quite a pricey spicy tuna roll at $16. I went to eat it and immediately hit something odd, turned out to be a bunch of fried tempura batter surrounding nothing, pretty low quality roll, not what it used to be like from there. As there was so little in the “burrito” I ended up ordering more from elsewhere.

Hope this was a 1 time thing but I used to really like this place and no longer can...

UPDATE: The same day I posted this review I did send an email with the text of it to the contact form on their website and received a reply back from the district manager. Daniel said my requests were perfectly reasonable and acted immediately change the ordering limitations for substitutions. Amazing! Super, super impressed with how quickly he resolved this issue not only for me, but for anyone else who has had this problem or would have had it in future. It was great to see tangible evidence of the action since the limit has been removed from the self-order kiosks and from delivery apps as well. Also I got to get my beloved order one more time before I had to return to the sushi burrito-less wasteland of Texas. Excited to go when I’m in town in a few months!

I have been coming here for about 10 years and have always gotten the exact same thing. The shrimp tempura roll with no asparagus, no slaw and no cucumber. Each order is made after order like a subway so I’m not asking them to remove something from something pre-made, I do not get any substitutions, and I pay the full price. This has never been a problem. I came at least once a week when I was in college and even after I moved away every time I came back to town to visit family I would come 4-5 times a trip. All this time, no problems. A few years ago they added a 2 substitution limit, no problem, I never got substitutions.

Well today on what would have been my third order this week I was informed that they were putting a hard line on modifications of any kind and I cannot remove the same 3 items I have removed hundreds of times before. I cannot stress enough that I do not get substitutions.

This is beyond incomprehensible and honestly, absolutely devastating because until today I would (and have) easily told anyone who asked that this is my favorite restaurant. Now I will never come again for what has to be the stupidest reason...

TL,DR: They messed up, I got double charged, no one fixed it. So, I tried to order online a few weeks ago. Ordering was down. I contacted the store and they gave me a gift card for my troubles, which was a pleasant surprise. I received it a few weeks ago. Today, I went to use the gift card. Online ordering was up, and I ordered online, and paid with the gift card on the website. I arrived to get my food to be told that my payment didn't go through. Ok, fine, so I go to pay at the counter. They run the gift card and look and behold, I only have $6 left out of $25. I was charged for my meal online and then told I wasn't and it seems that no one knows how to fix it. The food is good, but there are a lot of problems with online ordering and I feel that I won't get my money back and have been charged $19 for an $9 lunch. Joe, my lovely cashier, was insanely helpful and seemed to be the only person that was bothered by the double charge. As I type he's trying to fix the problem, and I really appreciate that. UPDATE: no one ever fixed the double charge and I feel tricked out of a full meal's...