Sushi Axiom-West Fort Worth — Restaurant in Fort Worth

The service staff and manager should receive a negative review.

The hostess was cold, unfriendly, and looked annoyed at us for disturbing her. Once seated, it took a while before the waiter came to take our drink order. My wife ordered a caterpillar roll, salmon sashimi, and a salmon roll while I ordered a noodle dish. Both the sashimi and noodles were delivered to the table within 10 minutes.

After several more minutes, I began to eat my noodles as they had started cooling while we were still waiting on my wife's food. We continued to wait on her sushi order for several minutes while we watched other tables, who had ordered their sushi after us, receive their sushi. After 10 minutes, I raised my concern to the waiter. He recommended that I be patient, and when I told him about the other tables being served before us, he asked, "Are you sure they ordered after you?" "Yes I am sure," I responded, as we had watched these couples be seated and order after us.

Finally, the salmon roll was delivered. We continued to wait on the caterpillar roll. After another 10 minutes, another roll, the Hawaiian roll (i.e. the wrong roll) was delivered to the table. We informed the waiter that this was the wrong roll, and he asked "Are you sure you ordered the caterpillar roll?" "Yes, I am sure of what I ordered." The waiter then took back the roll. He did not, however, expedite the roll. After another 5-7 minutes, I signaled the manager and asked him if the roll was coming out. He stated that it was ready right now, and quickly left the table, presumably to retrieve the roll. We watched him walk away but he did not return. The roll was not ready (we can see the sushi counter). After another 5 minutes, the waiter finally brought the roll.

The food was just fair. The taste of hot sauce was very prominent in the noddles and the eel was undercooked in the caterpillar roll.

By far, the most frustrating aspect of this visit was the attitude of the staff. To be treated like our expectations for timely and friendly service are unreasonable, is dismaying. We had previously enjoyed our visits to this restaurant, but I can't say that we will...

Great food, poor customer service👎🏼 in quarantine right now husband positive for Covid I had my son drive from Weatherford to the location on 7th st Fort Worth to get us dinner when he made it back home l see that my plate consists of 3 shrimp and 3 slices of zucchini, according to the Assistant Manager what I got was the “lunch portion” @ 6:00pm? No one asked my son what portion he wanted when he ordered in fact in all my time dining there I have never been asked that before but when you make a to go order they just ‘assume’? Called and asked for the Manager and they put the assistant manager on the phone he wanted to give me credit for the $6.00 dlrs my ‘lunch’ portion cost even after I told him we live 40+ mns away or that I could go back and get the larger portion, I was not getting anywhere with this guy and I noticed he was insecure and didn’t know what todo so when he finally said he was the Assistant Manager I told him to put the MANAGER on the phone, l was put on hold and the same guy gets back on the line saying he would give me credit for $13 dlrs which is the most he can do, told him to keep it and hang up. You don’t do that to a long time customer, as a Manager you need to strive to provide good customer service and go out of your way to make things right especially when obviously there’s a lack of training and your employees are not making customers aware of the different options they have when ordering and then not taking ownership of your mistakes. I have managed before and by experience I know that I would’ve given a customer credit for at least $30 dlrs in this situation is not just the cost of the food but also compensating for their trouble? Better to take a loss of few dollars than losing a lifelong customer cause you make them feel unappreciated and not important enough to get on te phone and resolve the situation. So if you place a to go order at this place make sure you check you have everything you order and the right portions before you leave cause who knows you might get lunch portions even if is dinner...

Before coming to eat at this place we called to make sure that a couple sushi rolls were made fairly free. We specifically asked if the tempura roll was dairy free and they said yes.

When we sat down, my wife again asked the server if what we ordered was dairy free. She said she didn’t know. My wife asked her to go ask the chef, and the server said she would ensure it was.

Long story short, the tempura rolls had dairy in the batter and we were almost done eating! Now this is unacceptable for an establishment to serve food that can serve as a major allergy to someone! The manager at first was not gonna even comp those rolls until my wife and I asked for them to be comped due to their error not ours!!

We will never return, as we saw that the employees do not care about customers with allergy to foods. Absolutely unacceptable!! Employees should be well knowledgeable in the ingredients to the food they are serving!

Edited to add: I understand the servers aren’t allergists. HOWEVER, my wife asked more than 5 times to make sure there was no dairy inside the tempura rolls. We called before arriving, asked the server multiple times and asked her again once she brought our food. She guaranteed us there was no dairy.

It was your manager that later came to our table and told us there WAS dairy in the rolls that we had been eating and were almost done with. Servers should be better trained to look and ask for allergy ingredients, as well as the chefs and managers.

Another thing we did not appreciate is the fact that the cleaning people were mopping and spraying the glass doors with toxic ingredients as customers eat a foot away, us being those customers. Asking us to move away to connect and disconnect the air fan to dry the floor, I mean cmon. That should be done before and after service.

Overall, we did not enjoy the food, atmosphere and customer service at this place. Will not return nor recommend. As we cannot trust servers and managers...