Sushi Sake Hammocks — Restaurant in Florida

The only reason I can find for a five star rating for this place is that it was given by the kids working there. Usually I don't write negative reviews, but I felt obliged to communicate my experience to save others a bad day. Where to begin, as of today I have experienced in several occasions the low level of customer service standards that are the norm for most businesses in Miami lately. Nevertheless; this time a new standard has been reached. Arriving, I was greeted by an aimlessly wandering staff member who pointed me and my family to sit wherever we liked. After we placed our order it took considerable time for them to bring us a glass of water. As part of our order, 2 miso soups were brought to us without tofu. The waitress serving us was the only person concerned about the situation and visited our table repeatedly apologizing for the delay. After observing the kids working there conversing and distracted by the kitchen (while I was still waiting for the rest of my order). I found it hard to believe, that any delay was caused by a legitimate reason other than having extremely young, inexperienced, untrained, and indifferent staff hired by unscrupulous management to save money by sacrificing customer service. Even the hostess would ignore us and pass us by while walking from the kitchen to the door looking at her cellphone. Needless to say, I will not be returning to this location EVER, and I'll make sure to communicate my experience to all my family and friends, so they don't have to endure the same ordeal that I went trough today. I had to leave half way trough our meal and asked a staff member to pack the rest to take out and, what a surprise, after I notified the staff took almost 20 min to pack a meal that was supposed to be ready 1 hour earlier. As a rule of customer service THERE IS NO SECOND CHANCE TO MAKE A GOOD FIRST IMPRESSION. My impression of this place is clear, NOT A GOOD ONE. Perhaps, as a brand they should take a closer look at the way some of their locations operate, and the customer service those places provide. Experiences like this destroy their reputation as a brand, and tarnish other locations that consistently provides good...

This evening we ordered to go at 6:15pm, and we were informed it would be about an hour for our order , which is perfectly fine. At 7:20pm we called to check on our order before heading to pick it up, and were informed the kitchen was actively working on it. We arrived at 8pm to pick up our order, and it was STILL NOT READY and we were asked to wait a few minutes. We waited 25 minutes before our order was complete, making it 2 hours and 10 minutes to complete our to go order.

The restaurant was EMPTY aside from one 6 top that was leaving, and a 2 top that had walked in and had to wait several minutes before being acknowledged, they had to get up and ask for a menu.

The to-go bags that were ready were from orders placed at 7:03pm and 7:10pm, an hour after our order.

I spoke to the manager on duty, whom I had to ask to come around because I didn't want to speak across the line. The manager, Jordan, who informed me they had multiple call outs hence the delay in orders. I told him I fully understood, I managed a restaurant as well, both casual and fine dining, however if I had 2 hour+ to go orders my restaurant would get a negative review, a call to corporate, and mandatory refund to guests. I further explained while I understood they were understaffed, when we had called at at 7:20pm we were told they were working on our order, we arrived at 8pm and they were supposedly just now working on our order, which was unacceptable. We would have appreciated being informed honestly the order had been delayed.

I appreciated his apologies, however, this was poor management all around. If they could not handle to go orders due to being understaffed, DO NOT TAKE TO GO ORDERS. I've had restaurants flat out tell me they were not accepting anymore orders, and that was much more respectable than to upset and disappoint guests.

P.s. the California roll didn't have cucumber....

I get takeout from this location pretty regularly and the sushi is average at best but it was always open later than other spots and also the closest to me.

On two occasions the sushi we got was 98% rice with a tiny sliver of fish. Ever since then I let the person on the phone know and they in turn tell the sushi chef and that seemed to work just fine. No problems.

Recently I didn’t mention it to the person taking my order and once again $60 in sushi with 98% rice. I’m not exaggerating, check the picture. I tried to call and let them know (what good would that do) but they were already closed. So I go in a few days later and show the manager a picture of my sushi and he says since I didn’t come back right away the best he can do is talk to the sushi chef and after some insistence a 15% off my next order.

Needless to say I won’t be coming back to this location. I don’t want a 15% discount for rolls of rice. The manager seemed fine with my decision to never return. Must be nice during a pandemic in which restaurants are struggling to be able to lose loyal customers so easily. I suppose I should’ve know considering their yelp review had been so poor...