Genki Sushi USA. — Restaurant in Hawaii

I came one day in Kona Genki to grab a late lunch with a friend and out of all my dine in experience, this one was the most horrible customer service I could have ever imagined. A server name Alea, who prepared our table, we asked for water to start our meals, as we’re ordering and food arrived, she did not attend to our table quickly to give water, I activated the call bell button twice as it’s obvious that everyone can hear the ring and over the screen our table number. To my surprise she didn’t even pay attention or even care to check on our table. We were waiting for more than 25 minutes for our water while some of the food already arrived finished on our table, but even the food I ordered for myself only 1 out of 4 arrived and the service was slower than a DMV service. Alea, who was our server, not even sure if she was truly a server, but our ticket clearly says her name on it. She continued to prioritize her cleaning duties over the other side of tables where no customers were present in that area. Such a disappointment to my face and my patience went thin so I had to raise my hand for her to see us. What’s very sad about for our situation was the other server guy was very attentive to his customers just next to us in which a total opposite for Alea. As she approached our table, she came to us as if nothing went wrong until I told her what was wrong on our table. She then realized only when I told her that we had been waiting for 25 mins or so without water to quench our thirst and that’s when she started to panic. I asked for a check because we didn’t want to continue the service we received as we felt as if we were treated unfairly while other customers were treated with justice. I told her that whatever food/plates on our table is what we’re paying and because she felt very guilty about the situation, she would give us a discount, and just when she billed us, she charged us the full price amount despite the fact that only half of our orders arrived on the table. I told her if she counted the plates which are mostly red, clearly she didn’t and that’s when she gets more confused, anxious, and disoriented as if she doesn’t know the basic and foundation of her duties. This was when she stepped out and called someone to take over, even the guy who was wearing red uniform wasn’t able to absolve the issue and the problem, simply because they overcharge us and can’t even issue the refund. Lucky that it wasn’t me who paid because they were taking time how to issue a refund. So my friend just walked out so I did.

Coming from a customer service as I have worked for 7 years, the way Alea showed to deliver customer service did not even meet the minimum quality service. Not that I am attacking her but if she would come to work like that, I strongly believe she is better off doing without customer service because clearly she was cleaning the whole time and didn’t even come to attend even once after she prepared our table. My suggestion is that she needs more training and discipline. If she is tired and doesn’t want her job, better be off somewhere without dealing with customers or better just be...

This is HONESTLY thee WORST Genki with the WORST customer service & I wish I could give my rating a ZERO star. I always try to give this Genki the benefit of the doubt but they seem to fail me time and time again. I was really craving Genki so I went in. The older woman at the counter was doing other things at the register (She definitely saw me & I was the only one there at the counter). No acknowledgement of me what so ever. Felt invisible. She continued to do what she was doing for a bit. It wasn't until other people showed up behind me that she finally decided to stop what she was doing and asked me if I was doing takeout or dining in. Told her I was doing takeout & she didn't say anything. She then asked the people behind me if they were doing takeout or dining in. They told her they were dining in & she helped them. I continued to stand there. A younger girl came over to the register area & went to fiddling with receipts. No acknowledgement of me what so ever either. The older woman comes back and they both fiddle with the receipts. No one takes a second to have the common courtesy to tell me "I'm so sorry, we'll be right with you." Still feeling invisible & they continue to fiddle with receipts while another young girl joins them. She doesn't acknowledge me either. After still waiting, I get super upset and walk out. After 5 or so minutes outside, my fiancé convinces me to go back inside and order since it's what I really wanted. We go back in together and again, the 1st girl who was fiddling with receipts is looking down at the receipts AGAIN. Doesn't look up to acknowlege us at all. We wait there and then a family who walked up to pay for their meals, cuts in front and then she looks up and acknowledges them. THEN she asks if she can help us. Then another family wants to pay for their meal & cuts in front. The older woman comes back & they fiddle with receipts again. We start getting frustrated. Some other family cuts and says they want to sit down. The older woman says she can help us with our take-out. She then starts fiddling with the computer/register and starts talking to the younger girl about receipts or something again. She could have told her fellow worker to hold on while she takes care of us for a second. Then she starts waving down another worker and doing everything else but taking our order. We finally get so FED up and she finally says she'll take our order but my fiancé is extremely upset and says "It's fine, we're leaving." They never tried to apologize or get us to stay to make it right by us. We both left extremely upset and our day ruined by this experience. I get that they may be busy or short staffed but it literally takes a second to acknowledge customers or even apologize and say you'll be right with us. The lack of common courtesy and good customer service is very saddening. I hope that they can better train their workers or find new ones. They need to figure something out to turn this place around for the better. It wasn't...

Earlier today I came in with my family of seven out of the seven five were eating at the restaurant the other two didn't want sushi so they decided to get food from another restaurant next door and come back and have a nice lunch with there family but when entering the restaurant they were informed that they were no aloud to have food from another restaurant after they sat down and ate a few bites due to a health violation however none of the workers making the food had hair nets on. So of course we wanted to talk to a manager because they wanted to eat with are family and not be separated from them. So "Josh" the manager I didn't see anything on his name tag saying he was a manager told us that it was a health violation and told us we had to leave. Might I add there was no sign saying it was against the rules to bring in outside food they were also told that two others were coming in to eat too from other restaurants. I probably could have pointed out like 3 or 4 more violations if I wasn't told to leave so quickly. Ultimately I was very dissatisfied with the hole situation and plan on not coming back for a long time. by the way how is it not a health violation for a conveyer belt full of food going back and forth with people breathing on to and takeing and putting back on not a violation?...