Kura Japanese Restaurant — Restaurant in Colorado Springs

The service we received was terrible!!! We ordered a chicken teriyaki bento box which comes with miso soup, tempura veggies, and salad; a cherry blossom brown rice roll which is "crab meat, tuna, salmon and avocado"; a small miso soup; a cucumber avocado roll which was not on the menu; and a chicken tempura roll. We arrived around 7 pm and found that there were no customers in the restaurant. The food was not ready. Not a big deal. However, we could not pay for the meal upon arrival, which would be the most efficient way to handle a take out order, because the kitchen had the ticket. When the food was ready, and we were able to pay, we waited 10 minutes while they hand added the price to the ticket. The longest part was waiting to decide how to charge the cucumber avocado roll. The solution was to charge a dollar to add the cucumber to an avocado roll. Basically we paid for 2 whole cucumbers at a grocery store to add a few bites to a roll. We got home and found we were missing the bento box soup, the chicken bento was beef, the cucumber avocado roll had no avocado, and the "crab meat" was actually a mushy crab salad with some sort of creamy white slop. We called to ask about the missing avocado and the bento box meat and soup. The staff member who answered the phone told us that the soup doesn't come with takeout. The online menu does not specify that. We could not get any help so we asked for a manager. From the manager, we asked for credit for the avocado roll because we did not want to drive back for a $5 roll. The manager refused and said they would make us a new cucumber avocado roll (with the avocado this time) and replace the bento box if we brought it back. Hungry, the bento box recipient preferred to just eat the beef. We asked the manager about the soup and received the same, "Sorry this is our policy". The website says it comes with soup. How is this not the published policy? We asked for contact for the owners and were told to call on a Tuesday or Thursday evening. Since I live in Florida, I cannot come back and meet anyone face to face meaning that I may talk to yet another employee and never reach the real owners. This is a poor management practice as well. Since we could not get a refund, my friend ventured back out into the cold and drove back to the restaurant, wasting gas money on their mistake, and picked up the roll. The manager threw in an extra cucumber avocado roll, not requested, as an "apology" but also gave a very insincere verbal apology. What I wanted was professional service. I don't need free food. I just want my food right the first time, then if not, a sincere apology and a...

Racist hostess, poor customer service, and the floors were dirty! My family and I went to this restaurant while on vacation 3 weeks ago. The young, Caucasian lady at the counter, who had brownish/blond hair, was EXTREMELY rude to one of my family members first (and I let her know how unprofessional and rude she was). My family had a reservation, but we arrived at the restaurant an hour early just to see if they had availability to seat us earlier. It was not a big deal if they couldn’t. We were already in the neighborhood, so that is why we showed up early. The brownish/blonde hair lady asked rudely if we had a reservation. She didn’t even give my family member eye contact and seemed as if she was annoyed. She probably thought we did not have a reservation. She did not even greet or ask can I help you. She went on to rudely explain that once we make a reservation, we could not come in as a walk in and would have to wait for our reserved time. I told her that doesn’t make sense and asked what was the wait time for those who just walk. She said about 30 min. So, I am thinking that we could be seated in 30 minutes? We did not have to eat around the Hibachi Grill. I understand rules and policies very well. I am a highly educated, retired military personnel and what the rude hostess said just didn’t make any sense. The issue was how unprofessional the young lady was and how rudely she spoke to me and my family. She spoke in a very demeaning and rude manner, and I told her how unprofessional she was and how she needs to treat the customers with respect moving forward. I do want to point out that there were 2 other young workers (both had black hair) at the front desk who spoke to my family in a very kind and professional manner (and I thanked them for being kind). As an African American, I recognize racism when I see it, and it was evident that this young lady had an issue with us from the jump. The young lady’s tone with us was uncalled for…especially since we DID have a reservation and weren’t just a walk in. If we were a walk-in, I would still expect her to be professional. To the owners and supervisors: Please provide customer service etiquette to this young lady. In 2022, anyone who enters your restaurant should be treated with respect regardless of their skin color. Will never visit this restaurant again when I visit Colorado due to the racist...

This is long but worth the read if you’re considering dining here!

If I could take away stars, I would. It was my daughters golden birthday and her first day of high school, so a pretty massive deal to a teenager. She picked the type of cuisine she wanted and we picked this place. We set up a reservation which apparently was a surprise when our party of 8 (big family) came to the door. Nothing was ready for us to be seated and so we had no choice but to awkwardly stand in the doorway.

Now, that’s not terrible. I’ve worked in the service industry and know that it can be hectic. We were seated and provided with paper menus. After about 15 minutes, a server came to take our drink order. However, the menus we were given had no beverages listed on them. We were given a hard cover menu that resembled the paper ones. Still no drinks listed.

Another 15 minutes go by and we finally were given the proper drink menu. Ordered our drinks and by this time, we all knew what we wanted to order (we’ve been here for about 30-40 minutes now). This is where things got incredibly aggravating.

Myself, my mother, and my son all got our food orders. Remember how I mentioned there were 8 of us? Apparently our server didn’t want to take anyone else’s order, to include the birthday girl. It was a very prompt “ok I’ll get this to the kitchen” and turned to walk away.

Finally got EVERYONE’S order but apparently not. There was mass confusion. My autistic daughter never got her food. So she was incredibly upset. The birthday girl and myself each ordered two separate sushi rolls which were provided on the same plate, despite us sitting on opposite ends of the table.

The quality of the food wasn’t worth the prices either. I ordered a cocktail that tasted like watered down pineapple juice. We weren’t provided with any silverware, chopsticks, or napkins. The server attempted to right the several wrongs by not charging for the meal we never got (we finally received it after everyone else was done eating - meaning my child sat there with a small bowl of rice while everyone else had their meals to eat).

Overall this was a horrible experience in its entirety. The tables were sticky. Flies were everywhere. Very poor service. And the food...