Japan Express — Restaurant in Glendale

What a disappointment, the plus size person with the light colored hair that was the acting supervisor really should have no business dealing with customers. I describe them so the business can know who to better train. As a customer I did not feel cared for, the vibe I got from the crew was arrogance and as if they didn't want to be there. The person making the sushi also seemed alienated from the staff at the register, it was very strange and off putting at the lack of teamwork.

When I go to a place named "Express" I am not expecting a five star experience but they should at least be reasonably ready and show some effort to get me out of there in under 15 minutes if no one else is waiting. They need to change their name to Japan 3 day shipping.

If you like rude employees, excessive wait times and snarky commentary when asking questions about menu items than this is your place. The first time here was my last time, they had a chance to gain a loyal customer but lost it.

I wanted to know if their bowls had substitutions or options due to my own dietary needs. They seemed inconvenienced and just told me to order something. The food was mediocre at best and took way too long to get.

If I am craving Teriyaki Chicken I just get it from Trader Joes, Costco to have it on hand and usually tastes better. I won't bother with the Sushi here or anything else.

Although it's not Japanese food, I have been going to the Chinese food place next door as they seem to care about repeat business and make excellent dishes without the attitude.

Suggestion to Business: Be more transparent with your customers on wait time, food options and stop trying to bait and switch with up charging for substitutions, etc. If someone wants veggies with their Teriyaki bowl just tell them you already offer it as...

Awful service.. Girls behind the counter were rude and unorganized. Called in my order so I didn't have to wait for it when I got there. When I went to pick it up and pay, the girl at the register looked at all the orders sitting on the counter ready for pick up and told me my order was not ready yet. I stepped aside thinking it wouldn't be long until it was ready. After 15 mins I watched the girl handing orders out grab and move all the orders waiting for pick up at least 3 times, not once did she call any of the names on those orders. After 25 mins of waiting I went back up and asked about my order and was again told it was not ready and they apologized for the wait and said they were very busy. I again watched as people came in after me ordered food and left before me. At 45 mins I finally had enough an walked up to cancel the order and get my money back and was then told my order was ready. The girl then proceeded to give me 2 bags from the orders sitting on the counter that had been there since before I walked in. When I said they were cold and they had been sitting there the whole 45 mins I had waited and who knows how long before that she said...sorry we're really busy. No offer to remake it, no would you like your money back, nothing. So I paid for cold food and sushi we couldn't eat because it had been sitting out for who knows how long. This used to be a great place, we would eat here often while I was growing up and I was hoping it would be that way for my family, unfortunately we will not be back. Horrible customer service and very unorganized staff. If I could give negative...

Honestly, this is not against the establishment itself, but the manner that GrubHub routes their drivers that resulted in a very poor experience. I placed an order tonight at 6:09PM through GrubHub, got a confirmation that it was being prepared a minute later. Almost 2 hours later and I had not seen nor heard from anyone regarding my order. Per the order tracker on GrubHub's site, I could tell that this driver was delivering multiple orders at a time (probably 3-4+). This took my expected delivery time of 7:05PM, and delayed it until 7:50PM. Mind you, this establishment offers SUSHI, SASHIMI, and entrees that, when sat in a hot car for 30 minutes or more, are utterly ruined and lose their appeal immediately. Not long after posting this review, the owner, Chris, had contacted me via phone and asked me to reconsider my rating due to the fact that GrubHub offers the delivery service and routes the drivers to multiple stops without any concern for their order in particular. He seemed genuinely concerned about what happened and why I felt the need to review their establishment so poorly, but also worried that my review might give prospective customers the wrong idea, so I want to clarify that this is NOT against the establishment itself and the owner's intervention brought this review from a 1-star up to a 4-star for his dedication to his establishment and ensuring these issues get addressed. Please PLEASE do not order through GrubHub, I would really just recommend going in person or going through another delivery service such as UberEats that has more readily available...