Mt. Fuji — Restaurant in Castle Rock

This probably was our worst hibachi experience we'd ever had. We made a reservation for my husbands birthday and all showed up on time. From the time we sat down until we were out the door, we felt very rushed. At no point did any staff ask if we were celebrating anything, which we've typically been asked at every other hibachi place that we've been to. So, no Happy Birthday or anything special for my husband.

We also noticed at every table with kids around us, that the kids were all given some fun stuff, while our kids remained largely ignored when it came to that. They don't necessarily need the extras but it's really tough for kids to sit around and see that other kids are getting things and not feeling singled out when they're not offered anything fun.

The other issue we had was with the chef. We understand poking at people in good fun. That's part of the fun of these places. However, our chef kept making fun of our autistic son's speech. My husband and I were both mortified and the friends who joined us just sat and laughed awkwardly because they couldn't believe it either. My son was nothing but friendly to the chef, and he was just so incredibly rude.

As far as the food is concerned, it was ok. It was nice that the chef gave us a piece of the steak to make sure it was cooked to our preference. However, there wasn't much substance to the fried rice. It made paying extra for the fried rice vs the steamed rice feel like a rip off. It was basically just rice, soy sauce, and a couple of eggs. The portions were pretty small as well, which is unusual for a hibachi place. The amount of soy sauce used was a bit excessive. My steak was incredibly salty. The rest of the food was ok, but again, small portions compared to many other places.

The other disappointments about our experience - our chef was incredibly messy. He kept spilling things in our dipping sauces. When he did the fire on the grill, he got a little too happy with the oil and the fire came dangerously close to myself and everyone else sitting on my side of the table. We had to actually scoot back in our seats. When he went to clean the grill, he'd dumped so much water on it that a lot of the water was misting onto us and our food from the grill and I'm sure including some of that grease and the grill bits. That cannot be sanitary in the least bit. The chef also did the little squirt bottle of sake. My friend and I don't drink and we both declined but when my friend declined, he tried making a joke about her being pregnant, which was a little off putting.

Lastly, the timing of all of the food was terrible. Something we really enjoy about other hibachi experiences is the pacing of the meal. Getting our soup first and having some time to eat that. Then getting the salad and having some time for that before the hibachi chef comes out. Usually in that time is when sushi and appetizers come out, along with any other meals that aren't being done on the grill. Sadly, the things that should have come out with the salad and the soup, actually ended up coming out last. We also had to ask for a few things we ordered.

Overall, it seems like this Mt Fuji location needs to make a lot of adjustments and changes. We won't be back anytime soon and likely will frequent other locations in nearby towns that have given us better...

One of the worst experiences I’ve ever had, from start to finish. Here is why:

From the start it seemed that we were an inconvenience. The hostess seated us, but she didn’t ask if we needed anything. The person that would turn out to be our waiter walked by us 4 times without saying anything. We waited for at least 10 minutes before he said anything, but had to bother the hostess for our drinks. Not a big deal, so we were ok with it. We finally ordered and got our salad and drinks quickly.

This is when it got worse. We had to ask for the appetizer because they never brought it out. We noticed 4 couples come in after us and get help right away. 3 out of the 4 get their main course before we did, and 2 out of the 4 finished before we got served (I never got served.) One of the waitresses working there was very rude, and didn’t care about anything. She walked up to our table and here was the convo:

Waitress: How was everything, can I get your dessert? Us: We haven’t gotten our food yet Waitress: Oh, What are you waiting on? Us: Everything, we are still waiting for our food. Waitress: I’ll got check on your food

No apology, no sympathy for us waiting.

She never came back with an update, but our waiter did and we explained to him what was going on. He then said he would go back there and check on the status. He never came back with an update either. But guess who is back after another 5 minutes… the waitress. She tells us that the kitchen is backed up.

“Really, the kitchen is backed up???? Then how did 2 tables get their food before we did?”

She didn’t have an answer for that one.

So now the food starts to come out. My wife gets her food. Myself and kids still have nothing. Then 5 minutes later, while my wife’s food is getting cold, the kids get their food. I still have nothing. While we’re waiting, my wife sees that behind me the sushi bar is working franticly to get my sushi ready. GREAT…. We will all have our food soon.

Well… now my wife losses it. That sushi order was for another table, a couple that got there 40 minutes after we did. So after being sat at 5:10 pm, at 6:20 I still didn’t have my food.

1+ Hour to wait for food???? That time is 100% accurate because we called right before we got there, and checked the time when we left.

So Mt. Fuji…. Lets discuss customer service.

When your waiter forgets to put in our order, which he clearly did, as a manager you should be informed and then come out to talk to the customer. Your staff wasn’t apologetic at all, not until we were walking out. Your staff should be smart enough to realize that waiting for over an hour to get a meal is not acceptable, especially when 3 groups that came after us got their food before we did. At no point did a manager come over to apologize or talk to us. That should be standard when a customer has to ask for their food 4 times.

You were well under staffed as well.

The wait is one thing, but the lack or compassion from your...

Went to Mt. Fuji with my large family (group of 12). Upon entering the restaurant we stated we had a group of 12 and wanted to eat hibachi. The waiter/hostess looked astonished and asked us rudely how many were eating hibachi. We said 10 as we had 2 younger children getting just a side of rice and soup. She then told us the price of hibachi and we said that was fine. She precided to ask if we were sure we wanted hibachi and shoved the menu price in our face. We sternly said we did and she rudely grabbed menus and pointed to the hibachi grilled assigned to us. Not even 1 minute upon being seated She asked us our drink order. We were still taking off our jackets and arranging our seating. She was not patient at all with us and the fact that we had a toddler and young children and a large group. She left to get drinks and then came back to take our order. Again, she was rude, had an impatient attitude, making us feel rushed in our decision and not allowing up to make dietary restrictions melons (i.e. no butter for 2 orders of hibachi). She never returned to ask if we were ok or needed anything else, such as adding an appetizer or if someone wanted another order of sushi before hibachi.

The chef was amazing. He put on a great show, accommodated our dietary restrictions and corrected the food order (we think the waiter wrote it down wrong).

After he cooked our meals, the waiter never returned to ask if everything was OK, if anyone needed drink refills or to order dessert. When we did flag her down she again continued to be rude and as if we were an inconvenience to her. As I observed other patrons walking in, she never once shoved prices in their face like she did with us. I'm not sure if it's the fact that we were a large group or Hispanic. Either way, I felt very discriminated and uncomfortable.

At the end of time, she rudely handed us our checks. We left a tip and stated it was for the chef. As we walked out, she rudely ran after us and said we didn't leave a big enough tip. She stated the tip gets split between the cook and the waiter. We said we understood, but due to her rudeness, discrimination, and lack of attention to our group, we chose not to leave her a tip. All she did was take our order and give us the the first round of drinks and bring us our check. It was a very unfortunate experience for our group and sadly we probably won't be back. The chef, though, was great and might be the only reason we...