Tokyo Japanese Steak House & Sushi Bar — Restaurant in Ensley

Tonight was definitely a negative experience. My wife and I typically eat in the restaurant, and tonight was our first experience with takeout. I called in my order and was given a wait time of 45 min, which I understood due to the need to cook the food during a time when the hibachi table was in use. I ordered the #10. Hibachi Chef’s Special $25.95(Steak, Shrimp and Chicken), extra Fried Rice $3.00 and a lava roll for $10 something, plus a $3.49 Togo charge (not mentioned when ordering), $1 extra seafood sauce and $0.75 for eel sauce (both are free when dinning). The menu states "All dinners are seasoned and prepared at your table."There was a table with a chef actively cooking, and one closing up with the patrons paying their bills. I had been sitting there for about 15 minutes, so assumed my meal was still being prepared. That was not the case, one of the employees went to the other table and picked up a Togo tray that had been sitting there for at least 10 min (it wasn't busy). The entire meal was packed in one Togo container. When I typically eat in the restaurant, the Togo container is pretty full with just the leftovers. I asked the hostess if the extra order of rice was also in the container. The hostess and another lady went back a forth, and eventually stated that they left off the extra rice and she would get the fried rice order for me. Understand that their are still several chefs actively cooking at this point. She goes to the kitchen and brings back fried rice from the kitchen. I asked if it was the same as that made on the grill. She sad "kinda", so I asked if I paid for the hibachi cooked rice or that from the kitchen. There were not going to make fresh fried rice, and offered the kitchen rice free of charge. No big issues other than the fact that the hostess had no intention of mentioning the difference without my prompting. Anyway fast forward, I get home and my wife I began to portion out the food. Additionally, all of the meat (three types) plus the rice fit in the front portion of your standard three compartment Togo Styrofoam container. Before a single grain of rice is lifted we see a strand of hair. I had enough and no desire to eat the meal. I called and asked to speak to the manager. She asked what did the hair look like? I answered, I don't know, black, straight, like hair in my food that doesn't belong. After 5 minutes of possibly the most ignorant conversation I've experienced in some time, where I was told that there was zero possibility that the hair could have originated in their restaurant. I explained that the food was untouched, none eaten at all, and I had no reasonable motive to drive there, wait for a quarter of an hour, drive home and drive all the way back to the restaurant other than the fact that I considered the food inedible. This became an argument, where the manager eventually said to bring the food for a refund. I get there, ask for the manager and state that I was told to bring the food back and would receive the refund. The hostess opened the container at the front counter, and went back to the kitchen several times. She stated that she did not have the ability issue a refund, and that the manager with that authority left for the night. I stated that I did not wish to argue, but the charge would be reported as a fraudulent charge and they were losing multiple return customers due to their lack of professional behavior. Fast forward again, the hostess leaves the restaurant and miraculously returns with manager that "left for the night" to refund my money. They made me stand there for over 10 minutes. That was a $52 takeout meal with omissions in the order, hair in the food, and terrible customer service. It's sad because this was a standard for...

First time going to this place and was absolutely disappointed and mortified!!!!!!! Came out to celebrate my God Daughter's Birthday. As we waited to be served, we noticed 2 of the plates for our party were dirty and we asked to have it replaced right away. When my salad was given to me, the dressing was incorrect and I asked to have it corrected and from there I started to take notice that the waitress started to be aloof towards me. I ignored it and tried my best not to take it personally.

From there, the Chef started to cook for us and everything was going fine, but all of a sudden, we see a small cockroach crawling on our table counter top! Completely grossed out, we discreetly tell the other chef that was closest to us and notify him that a cockroach is on the counter. He immediately takes one of the empty sauce bowl and traps the cockroach. He then calls our waitress over to have it addressed. Our waitress walked over and was notified of the situation by the Chef and then the waitress stepped away (I guess to notify the manager, not really sure.) A moment later, the waitress comes back over and takes a napkin and attempts to remove the cockroach from under the bowl. She completely misses the cockroach and it falls on the floor then she proceeds to step on it to kill it and then walks away without saying a word. No one came to apologize to us and worst of all, no one wipes and disinfects our table!

So you would think it doesn't get any worse! Wrong! The Chef at this point has now served our fried rice and vegetables on our plate and we are already eating off our plate and waiting for our meat to finish cooking to be served to us. (FYI, I ordered chicken and shrimp Hibachi). Now the Chef begins to serve the shrimp, which I was expecting on my plate. He at this point, has completely skipped my plate and instead placed all of my shrimp on my friend's plate, on top of her rice. We both addressed the Chef that he has made a mistake and that I'm suppose to get the shrimp and my friend was only to receive chicken. The Chef admits that he made a mistake and to our complete shock, he corrects his mistake by literally scooping out the shrimp out of my friend's rice with the spatula that he has been cooking with and proceeds to transfer it on to my plate on top of my rice!!!!! We were appalled and just could not believe what we were seeing. Such audacity and the Chef saw nothing wrong with what he did and continues to serve the rest of our party with the same spatula!!!! Where is the sanitary measures and the professionalism?????

I couldn't take it anymore and stood up and asked the waitress to call over the manager. In the end, the manager does not apologize for what we have encountered and just asked me if I wanted to have my food remade from the back. Not long after, our waitress brings my 2nd plate, no apologies from her either and she asked me if I still wanted my 1st plate. Seriously????? Our bill comes out and no discount for the horrible experience and definitely does not waive my food order and I end up paying full price for my food which I only had about 4 to 5 bites out of it because the moment I ate the vegetable/cabbage, it tasted so bad that I literally had to spit it out because it tasted spoiled and horrible! We were a party of 13. Overall, DO NOT EAT THERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I wish I could...

TOKYO SKIP! BEWARE IF YOU LIKE GOOD CUSTOMER SERVICE!

I picked up take out recently. For Hibachi it is not the cheapest already and they add a take out fee (7.5%), neither did they tell me about it or explain, I didn't realize until after I left. When I questioned this they said Grubhub, Doordash and other services charge it. I explained I am not a service I am a direct customer, he just told me it was for the chef and hung up in the middle of the phone call. I also asked for no mushrooms and everything I picked up had mushrooms and the yum yum sauce was also missing. To be honest the food was tasty, but the service leaves a lot to be desired. This was my first experience with them. Even though I thought the food was nice, be aware that customer service may not be the best. I know of other customers that dined in that were charged more than their actual receipt too. It's such a shame. In this day and age when food is so expensive adding a take out fee when you are a direct customer driving all the way to the restaurant to pick up is disgusting. I would have returned 100% if the explanation was polite. Sadly the front of house staff are hostile, rude and when I called back to say you just hung up on me he lied. These front of house staff need replacing, this is a sure way to lose repeat customers fast!

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The owners response below is inaccurate. I only said I would not return on my second call, after I called back after you hung up on me. At no point did any member of staff ask me to check my receipt or order for sauces. Hence if you are training staff to ask customers to check before you leave then you need to train again because they are not following your own protocols. This makes YOU LOOK BAD!

I honestly would not have had a problem if he was calm and explained in a polite manner about the charge. I have never left one review in my entire life until now. Frankly the way he was argumentative from the go led me to do it. If hadn't hung up on me I would have never done the review and probably would have ordered again to give you another go. I never said that in the first call and he lied about that, this is nothing but principle now. When I also told him that he got my order wrong and that sauces were missing he told me I was wrong. VERY VERY POOR to say the least!

If you had explained the charge and apologies for the missing item, you would not be reading this review and you would probably had a lot of business from me. Instead you are now covering by lying because of...