Umami Sushi

While the food is good for the money, the speed of service is not so great. This was never an issue before they closed and re-opened. Not sure what changed so much to make it so much slower now. But overall it’s always been a decent experience. Until yesterday when we ordered carry out. We were quoted 20 min. When I arrived 30 min after we placed our order I was told that it was almost ready. I proceeded to wait for another 30 min for our order. I asked why I was quoted 20 min if it was going to take an hour and all that was said was “we got backed up.” Absolutely no form of apology or remorse for the situation was shown. I asked for a spicy mayo and was charged 55 cents. After waiting AN HOUR they wanted to nickel and dime me for FIFTY FIVE CENTS. Clearly this was too much for the host to process as he just starred at me when I told him that was a really bad business practice. At that point I asked to speak to a manager and let her know about the wait time, lack of apology, and charge for the mayo. It wasn’t about the money, it was the principle. She apologized and said the host was new. New. To being a human being who has any sense of apologizing?? She explained to him that when something doesn’t go right or a customer is upset you should always apologize. It was as if I was witnessing a mother teach her 4 year old. How has this grown man gotten through life without knowing this? She then looked at our ticket and said we had only waited for 30 min. I pulled up my phone to show her what time we placed the order, which did not match the time the ticket was put in. The host waited for a half hour before putting our order in after we had called. I asked him why he had bold-faced lied to me when I had originally arrived, as he had put our order in FOUR MINUTES prior yet told me our food was almost ready. He once again told me that he got backed up. No apology, no acknowledgement that he had messed up. She said that they would try to do better in the future but made no attempt to make the current situation right. Horrible customer service, but at least she did apologetic. I hope that my extra 55 cents really helps their bottom line, because clearly their customer service skills are going to drive away their customers.