Kasai Hibachi Sushi and Bar — Restaurant in Colleyville

We recently did a takeout order from Kasai, and unfortunately, the experience left a lot to be desired. Here's what happened:

They completely forgot to include one of the rolls I ordered. They mixed up another roll with a completely different menu item that happened to have the same name. (Seriously, why have two items with the same name? I even clarified on the call that I was only ordering rolls!) One roll was so far off from its menu description that I thought they gave me the wrong item altogether. See below - the roll description says Spicy yellowtail, scallion, avocado inside with torched pepper tuna on top with yuzu, house spicy mayo sauce and dash of sriracha. What I received was nowhere close—no avocado in sight! Mistakes happen, and I get that, so I called the restaurant to address the issue. After a few minutes, they admitted the errors and told me to come back in 20-30 minutes for them to remake the rolls.

When I arrived, I had to re-explain the situation to the person on the phone, then to her "manager," and finally to the actual manager. The real manager’s solution? To offer me the roll they forgot as a “free” roll, even though I had already paid for it. I had to remind him of that fact. Then, I waited another 20 minutes for them to remake two rolls—and they never gave me a clear answer about the roll that didn’t match the menu description.

The whole ordeal was frustrating. I ended up wasting over an hour, making two trips to the restaurant, and dealing with unnecessary back-and-forth conversations, only to be offered a roll I’d already paid for as a “freebie.”

Mistakes are understandable, but the way this situation was handled—both logistically and in terms of customer service—was disappointing. Kasai, please work on improving your processes and training your staff to better handle issues like this...

I ordered the sirloin steak, my steak was incredibly salty, everything else was salty as well but not as salty as the steak. I took two bites of my steak and then said something, the cook had asked me twice if I was okay prior to me saying something so he knew something was off by the way I wasn’t eating, but I finally worked up the courage to say something.. He said I told him too late and that I had already eaten some, I took TWO BITES, in which I responded he can take the rest of the steak back, I don’t want it to go, nor do I want free things. He said he would remake it for me, I kept trying to say no, for him to take the steak and take it off my ticket. A male waiter stopped to see what was going on but left the situation I’m guessing to get the next waitress that came. He insisted so I said it was fine I’d pay for the salty steak I had and I didn’t want it remade because I’m full and ready to leave. He insisted, then a waitress came and insisted also, I told her how awkward this was and that I just wanted to pay for the steak and leave, she said it was okay and he will remake it (she was very sweet about it). I finally gave in. He remade my steak, took the old steak, and now I’m sitting here with fried rice soaked in salty steak juice a whole new steak, im already full and embarrassed that it turned into a multiple person ordeal when all I wanted was the steak taken off my ticket and taken away, I was not trying to get free steak, I was not going to take home the salty steak. I love this place I really do but I feel like this incident wasn’t handled properly, it was drawn out and embarrassing for me. And I wish they would have just let me pay for my salty steak when I expressed...

This was likely the worst restaurant experience of my life.

The Hibachi chef did no tricks and no attempt at anything funny or entertaining. I told our server I was vegan and ordered veggies & tofu. My boyfriend ordered steak & chicken. When the Hibachi chef came out he started on steak & chicken and completely ignored my order. However, my boyfriend told me the steak was dry and had no flavor. We were thinking he was going to start on my order next but no he acted like he was about to leave even though I had nothing on my plate.

So my boyfriend says “Excuse me, what about her?” Keep in mind at this point the chef still hasn’t interacted with us in any way.

He also apparently didn’t know I ordered anything so the server came over and she apologized. Got me a plate of veggies from the back and a block of cold tofu. I said “Can this be cooked?”

The Hibachi chef comes back, starts to cooks it, uses butter, I tell him I can’t have butter because I’m vegan, then he just walks off. And doesn’t even come back.

So we’re just sitting there confused for 15+ minutes with no one checking on us. My boyfriend’s food is not good and I have no food.

Finally, we just get up and pay at the register for my boyfriend’s appetizer only. He told them he’s not paying for Hibachi since we both didn’t eat. They barely apologized.

Anyone considering this place…go to...