Masa Hibachi Steakhouse & Sushi | Japanese | Thai - Harmony location — Restaurant in Fort Collins

Thought I’d share my experience with Masa tonight. To start I’ve been taking my family to Masa since it opened on Harmony. But before that it was called Eastmoon bistro and we were regulars. Besides the in store dinners and family occasions…we regularly ordered take out. Tonight was my oldest daughter’s birthday and there were 7 in our party. Dinner was fine and pretty good and we enjoyed the time with family. We even struck up a conversation with a long time server named Wendy who commented how big my kids have gotten. She’s a pretty neat lady. Things became awkward when the bill arrived. There was no disputing the bill with regard to the food but I had an issue with the added gratuity that appeared. The total bill was close to $300 (which is a lot for California, Boston rolls, Edamame, some shrimp rice) but a $47.00 gratuity was also added. I understand a restaurant can apply a tip for party for 6 or more and most restaurants call this a “service fee”. I’m not saying the service was bad…but it definitely was not worth the $47.00 that was applied. Secondly, there was an additional section giving me recommendations of adding more gratuity of 18%, 20% and so on. I told Wendy that I didn’t agree with their added gratuity and that even though the service wasn’t bad…we sat there for a long time with little service and few visits to our table during the meal. I explained to her a gratuity is a generosity not a requirement and the service fee was a way to get more money. Furthermore, I should have the ability to tip based on my service that was received and not feel forced. Wendy attempted to explain it to me but was shut down by a younger woman that I assumed was the manager. I again explained to her what I told Wendy and she told me that it was a Colorado law to apply a tip for parties over 6 people. I said you are wrong and that there is no Colorado law stating that restaurants must apply a service fee for parties of 6 or more. The Colorado law she is referring to just allows restaurants the ability to apply a service fee if they choose to do so. I told her these are two very different things and that I too, own a restaurant and know the law. She became belligerent and rude with me about the gratuities and said that they have to get these fees in order to tip everyone in the restaurant because they tip share. I explained as a patron of the restaurant I should be able to apply what gratuity I believe is deserved based on the service...that’s what gratuity means. I said if you don’t know what it means perhaps you should look up “gratuity” in the dictionary. She was glaring at me and said angrily, “WHY WOULD I NEED TO LOOK IT UP IN THE DICTIONARY? IS IT BECAUSE I’M ASIAN ? YOU THINK THAT I DON’T UNDERSTAND WHAT GRATUITY MEANS? I looked at her and said,” I cannot believe you just said that to me? That’s comment is on you…and obviously that’s how you look at things. I don’t look at people that way…you should be ashamed of yourself.” I looked at Wendy who was standing there in disbelief…probably because her manager made it a racial thing… and I told Wendy I’m sorry. I then dropped $300 cash on top of the bill and told Wendy to make sure the server gets the difference. I told Wendy that she could tell her Owner what happened here tonight with this girl and that we would never come back to their restaurant. If this is type of people Masa has working for them they should be...

Upon arrival at East Moon we were greeted and then ignored because of a phone call. When the host came back, he seated us as he talked on the cordless phone, again ignoring us but pointing us to the table. We asked to have a booth instead of table, and he huffed about moving us, but he never once asked us what we preferred. Not one of the servers seemed happy to be there and I never saw them even so much as crack a smile. I asked for extra dressing on my salad when we ordered, it arrived without it, so I asked again. Our waitress finally delivered it when I was almost done with my salad, no apology. We ordered a roll that came with eel sauce and kindly asked to get it without, when the sushi was delivered, the eel sauce was on there. I had to flag the waitress down to get any service, including telling her about the salad dressing and the eel sauce. By the time the replacement roll arrived we were finished with the other sushi, again no apology and had to flag the waitress down for drinks and the bill. We were interested in buying some of their salad dressing, the waitress couldn't tell me how big the containers were just prices, when they were brought out, they were in brown paper bags, stapled, so that we still weren't able to see the containers. We were splitting the bill on two cards and put them both with the bill. When she brought our cards back, she had charged just one card for the full amount. I didn't realize this until she was gone and again, had to flag her down to get it fixed. She finally fixed it and made us sign the original card receipt which wasn't correct and I feel that was shady on their part. When we finally got everything figured out, we left without tipping. There was no proper service from anyone in the establishment.

I feel that this establishment doesn't appreciate their customers, I saw the host seat another table while talking on the phone, I feel like that is completely rude to the paying customer in front of you. I really do like their sushi, but their crappy service has made my decision to not return. No wonder their restaurant was empty, their service doesn't attract...

I visited this new restaurant in early August with my son after football practice as he loves hibachi. We had previously been to the Hibaci restaurant on Horsetooth and Shields several time and enjoyed it, but wanted to try something new. Upon arriving it was pretty dead and we said we wanted hibachi. A man who I believe was the owner was hesitant and whispering to the waitress about seating us for hibachi. She was very kind and sat us and gave us menus. On the menu they have share plates which is what I always do with my kids given the massive amount of food that you receive. It usually includes soup, salad, fried rice, a shrimp appetizer, vegetables, and your choice of entree. We said we wanted a share plate of steak and shrimp when she came to take our orders. She was very kind and left to put the order in. Then the man came over and was very rude and said, “you can’t do a share plate if you’re the only ones at your hibachi table...there is a two order minimum or you can’t do hibachi.” I was so taken aback by his rudeness that I almost got up and left. He walked away and the waitress came over and said she was sorry but there are new owners and they make the rules different now. She suggested getting one kids meal so we did. It seemed that he got upset with her and it was an incredibly awkward and uncomfortable position to be in as a guest. He sent the chef out who did the least amount of work and entertaining as possible while cooking our food and plating it. Our waitress felt bad given the circumstances and even went to the extent to make my son a balloon animal to lighten the mood. With hibachi you go for the fun of the show and the environment. The waitress was exceptional but it was very clear that the owner holds a strict line and makes it not only unwelcoming for guests but very uncomfortable. This is a restaurant that is supposed to be fun and entertaining and we felt like we were in someone’s house as guests who weren’t invited but we were paying to be there and were required to pay a certain amount at that. I hope change happens or I can’t imagine them being...