Tokyo — Restaurant in Carlsbad

Food is great but the service sucks. I used to eat here every week till their hostess messed up my order. The 1st time I was visibly upset and said they had not made the order correctly. The hostess said she double checked the order over the phone, and insisted that we must have been wrong, but I never order anything different; steak med. NO vegetables and extra rice, and then whatever my wife wants to eat. The hostess said I was wrong about my order and that it was correct. I told them I can't eat certain vegetables due to allergies. She ended up replacing the order after i told her about the condition, although all they did was take the vegetables out they never made a new order. While I was waiting, I happened to have a conversation with another customer who happened to be an old friend and told them that the cooks had ruined my order, but in not so considerate words. This is what angered her the most and during The 2nd time they not only made it wrong but you could see that they put vegetables in one and then took out most of them after realizing the order was wrong, the other had basically nothing but vegetables. She was extremely rude. On the 2nd time We place the order over the phone first and have her repeat it back to us because last time it was wrong. I even stand and watch and listen to make sure it was right. I go to pick the order up. She asks for the name, I tell her, she then asks what the order is. Again I tell her. She gets upset and asks me to "check to make sure the order is correct cause last time you were rude". As I tell her it's not she proceeds to tell me I'm wrong and that the order is correct. I tell her "No we ordered NO vegetables." She then proceeds to have an argument with me about what I ordered(mind you i get the SAME thing EVERY time. Steak med. and NO vegetables Extra rice.) Then tells me that she will block my numbers and never take my order again. She ruined not only my order for food but decided to have an argument about what I ordered and told me that I didn't make my own order even though we had her repeat the order to make sure it was right. Btw if I tell my lady to place an order, I as a customer still made the order. Instead of admitting her mistake and fixing what was wrong, she insisted that I was wrong wasnt the one to make the order so how could I know what the order was supposed to be. Ive never had a problem like this before this hostess. She said she's been working there for over a year. I no longer recommend eating at this establishment until they rectifiy this incident. I understand dealing with angry customers is hard, especially when they are hungry and angry. But in no means was this an appropriate way to handle the situation. From start to finish the whole experience...

Asked to sit at hibachi or table if there was a wait for a grill. We were immediately sat at an empty grill. Where we waited about 15-20min for another group of people to be seated with us. I thought surely that meant they would start feeding us. Nope. They took our drink order and we waited ANOTHER 20 min for our beverages. (Which were all mixed up and wrong) then they took our food order and attempted to fix the drinks. Someone spilled a drink on accident and the waitress never brought anything else to wipe it with other than our napkins we had wiped it with. At which time our table mates were asking to leave since the chef had yet to appear. The waitress insisted they stay and that the chef would be right out. The chef came out finally and started doing his thing. The food tasted decent enough but my kids were served more meat than my husband for his steak and shrimp vs their kid portion. For the price that was unacceptable. I had to get up and go ask for my sushi because everyone was almost done eating and it had yet to arrive. By this time we had been seated nearly 2 hours with a 2yo and a 5mo old and a 6 yo and 9yo. Needless to say the 2yo was getting very restless. Our table mates kept complaining to the chef also (whom I don’t think spoke English honestly) because they didn’t get their steamed rice and one of their people didn’t get their fried rice or their soup. It was all a mess. My husband does not get mad easily but he was irritated before the chef even came out, we would have left if we weren’t already seated and starving. Altogether the food was just okay and the service and overall experience was TERRIBLE!!!!!!! I don’t know how this place has such high ratings!!! Avoid!!! I got shamed on our vacay for choosing this place to eat at and it was a...

Asked for hibachi, I heard they needed more people than we had for it but they started the grill anyways and I was very grateful. They talk back and forth where to put us and owner says where to seat us, and we are placed facing the window. Now, this would not normally be and issue, except that I have a very strong glasses prescription that is out of date and also badly scratched, and the light from the window on the scratched lenses made it literally impossible for me to read me menu, and gave me a terrible headache. I looked around to find staff only to see that there were none present for me to get their attention. Now, I should have waited to find someone and that is on me, so when we moved a whole whopping 4 seats to the right to get out of the path of the light and they asked us to return to our original seats, that was reasonable. What was not reasonable however, was when I went to explain to them that I was having problems and was in actual pain, instead of allowing us to have the seats we picked, or taking the time to move us somewhere where I wouldn't have any problems, their solution was to move me across the entire restaurant away from the thing I had requested in the first place and tell me to order something else. There were no other customers on this side of the restaurant, and we were the only ones sitting at that particular grill and I mean the ONLY ones. This is now the 4th time I have left this place dissatisfied and/or disappointed. Your service isn't great and it's pretty messed up to treat me like that over something I don't have control over. I should have walked out but I was concerned at the time for my partner. You should be ashamed of treating someone who can barely see to begin...