Tokyo Joe's - Fort Collins Shields — Restaurant in Fort Collins

My boyfriend and I have order here several times (online and in-store) and they consistently disappoint. We typically order custom bowls when we order online and at least one bowl never comes with what we ordered. The sauce, proteins, and veggies are are never what we choose. At the restaurant, the quality of service is poor. For example, when we were there on the evening of 2/4, I was served frozen fish. I asked staff to make my order again and waited 40 minutes before asking when it will be ready. The restaurant was empty, there were no lines, and staff was just cleaning so it should not have taken as long as it had. They said they were thawing the fish. No one on staff told me they had to thaw the fish and they did not offer any substitutes when I initially brought the issue up. By this point I was full from picking off my boyfriends plate and was ready to leave. Someone, who I assume was the manager, said repeated they were thawing the fish. He didn't apologize or offer a refund. I told him to forget about the order and give us a refund. He gave us the refund but still did not offer an apology or anything. Also, the staff here is rather unfriendly. We're usually never greeted and they seem absolutely miserable working. When I talked to the cashier about my frozen food, he seemed very uncaring. This branch would get 1 star, but when they actually serve an order correctly (which is extremely few and far between) it is very good. This branch needs better communication if they run out of food/food is...

I have been waiting to write a review for awhile, I even contact Tokyo Joe's before making this public but never received a response. The food when prepared correctly is awesome. I have eaten at many locations and always been happy except for when ordering from this location. For some reason, no matter what time of day they are always backed up. This would be fine, and we wouldn't mind the wait except that every time they get busy our order is always incorrect. The first experience, we ordered online around 2pm for a pick up at 6pm. When arriving at 6pm the food was not ready until 6:48pm. The order also was missing the sauce for the poke bowl... which I guess means less calories, but makes for a pretty bland bowl. We tried this location again tonight and this time we were told it would be 20 mins for a poke bowl, and when we came back to pick it up, yet again it was missing the sauce. The other entree we ordered was a chicken bowl which we asked to sub the rice for veggies. Instead, the bowl was a bucket of sauce with no rice or veggies. We shouldn't have to go back to the restaurant three times to get our food done right. I am disappointed because I do like having a healthy option in town, but I don't want to have to watch every order like a hawk either.

With this said there are three locations in Fort Collins. My recommendation is to eat at Tokyo Joes but to order from a different location. It will be faster and most likely the food will be delivered the way Tokyo Joe's intends for it to...

I come here all the time for Monday night sushi. I love their sushi but I gotta say I'm seriously pissed! I ordered my regular four 4pc rolls so that I can get the 2 for 1 sushi. I get my order and only have 3 of the 4 rolls. I tell that worker and the response I get is "I checked your receipt and you only got 3 not 4. If you want the other one for can come up to the counter and pay for it." I told her "no I order 4 for I could get the 2 for 1 deal. So you're telling me I got charged full price for the one?" and she said sorry and left and wasn't approached again after that. Seriously! That is NOT customer service! I work in costumer service and if I hadn't offered some way to fix the issue I would get in so much trouble at my job. So irritated! If your gonna work with customers then... LEARN HOW TO PROVIDE...