Mutsumi Sushi — Restaurant in Los Angeles

Matsumi Sushi. It USED to be my favorite sushi place "in the world." Previously my favorite was Cho Cho San on Ventura and prior to that Ichiban Kan. I will never return to MATSUMI Sushi. I had been there countless times, have referred several persons and families to the place, and have spent thousands of dollars there. Just note: it took several incidents, not one, to make this decision.

INCIDENT ONE: Ordered a custom roll. Chef told me he could not do it. Then, on the next visit, after they saw me as a repeat customer, they did it and continued to do it for me thereafter. This is consistent with the general unfriendly nature of the chefs.

INCIDENT TWO: I ordered two custom rolls. The first one came out but second one did not. All the while, my guests were eating their food and I asked not one, two, or three, but four different times, for my second roll. Then, after my guests were done, I asked where it was and they said that they thought I only wanted one. Then, they took another fifteen minutes to make it. Then, they charged me full price unapologetically about anything.

INCIDENT THREE: My guests and their children wanted to use wifi so their children can quietly play their games while the adults talk. MATSUMI advertises free wifi for its guests posting so conspicuously at the business. My friend was denied use of their wifi. I, my knowing that everyone knows that I am one of their best customers, asked their server if we could have the wifi password, and I was declined. I asked a second server, and was declined. I asked a third server to ask the owner if I could please be provided the wifi password. She reportedly asked the owner and I was declined with no explanation or apology and notwithstanding their promise to allow free wifi for their customers. My guests and I split the bill. He tipped them. I did not.

INCIDENT FOUR: My wife and I went to the restaurant recently, and upon entrance, I was confronted by a waiter (not even the waiter of the evening) that said that because I did not tip the last time the owners did not want to serve us and when we started to leave he continued that this time that they will do so but they will expect a tip. I told him we are the customer and will not beg and it is up to them. We were taken to our table. I placed my order for two custom rolls. I said it three times, specifying it clearly, that we want two, and the ingredients. I received one of the two and it was wrong. I pointed it out and she returned after taking it back and said that they can provide me the ingredient on the side (of the handroll) and I said that it should be in the handroll made with it, but they refused to fix it but assured the second roll would be done right. I waited for the second one and waited. My wife had long finished her food. I inquired and inquired but told that they were busy. After a long wait, I asked for the bill, and was charged for both handrolls. I paid, and just because I am that kinda guy, I actually gave a tip. I will never return to this place. They have no appreciation for the customer, no integrity for their promises, no skill to get the orders correct, no customer service to fix errors, no willingness to be humble and to admit their mistake, and they are arrogant, charge despite their errors, and even confront if they do not get an adequate table tip. STAY AWAY. And, YES, Matsumi, YOU ARE RIGHT - YOU KNOW WHO I AM AND YES, I WROTE THIS. YOU ARE...

I’m so sorry to post this but I must. READ the other reviews regarding TIPPING here. You MUST tip them well or they’ll ban you from the restaurant!

We’re a longtime customer, eating here 20-30+ times. The food is great and prices are good. But the culture there is INSANE. If you don’t tip ENOUGH.

Today we were approached by the Asian hostess after giving a 6% tip on a $138 bill. She asked “is everything OK? Did you have any problems with the food or service?”

I said “no, it was delicious, all good, why?”

“Because my manager has identified that the past 2-3 times you tip very little (on average I tip 5-6%, that's just what I believe is right for the service), otherwise I pay my bill no problem, eating at $60pp.

She ended up saying that “my manager said that if you don’t tip atleast 10%, we can’t continue to serve you”.

Unbelievable. The unspoken rule is totally broken at this place. We’ve had a little issue with them before regarding 1 $7 missing item from our $250 check and they refused to waive it, making a scene about it. So we paid the full bill, no tip. We’re within our right, we pay the bill, tip is optional.

But to be approached by the hostess and told if you don’t pay at least 10% you can’t come here, is insane!

She said “the minimum here is 15%” (referencing the minimum tip on the pre-set tip options auto generated by the receipt).

Unreal to be honest. I even asked one of the young waitresses who I’ve been served many times and she defended the decision saying yeah 15% is the standard across America it’s common courtesy so yeah we can’t serve you.

I’m like “then why not make it a mandatory part of the menu like many restaurants do?”

She didn’t seem to understand.

Sorry mutsumi. Your sushi is delicious. But wow, the culture there is insane. I’m so sad to now never go back because the food is good but wow, NO SHAME!

In the end, they're losing a customer that goes atleast 1x/mo at $60-$70pp +5% tip. Why they choose to alienate a good spending regular is irrational. They'll now lose $1,500+ in annual revenue ($130*12 visits) + $93 in tips because of an extra $100 in tips.......

(1) If you're looking for xyz fake sushi roll, look elsewhere. If you're looking for something closer to authenticity and "cut-from-fish" sushi, go here.

I visited with my mum today. We had Toro, wagyu, a combo, teriyaki, etc. The presentation was subpar, but I liked it that way because there was no "fooling" the taste. This place didnt serve cheap sugar-coated fake "sushi" you can find everywhere. I can tell the fairly fresh fish. When I tried ordering the sugar shrimp sushi, the waitress was honest by informing me that they have only carry frozen shrimp at the moment. I declined and ordered something else. But this type of integrity is what made me order other menu items and will get me to come back.

(2) somewhat authentic experience.

Of course you're not in Japan; you're in San Fernando Valley, CA. So I was not expecting a Japanese interaction. But they accommodated to the experience by greeting in Japanese and speaking in Japanese accent. I appreciate that gesture. It wasn't needed. But it added a note to the management's mindset in running this business.

I've looked around and been around many "sushi" joints. And this place stands out on the top in terms of authentic experience considering its location.

(3) If you're choosing a place based on interior design and garnishment, it may be better to go elsewhere. But if you want a sushi joint that gets you closer to somewhere that is honest about making sushi from cutting the fish at its scale, then go here.

A fair warning: I have seen pre-cut slices at the chef's table. That may be good for efficiency but not so great for preserving freshness since oxidation kicks in. But then again, I'm not in Japan, and there are soooo many fake sushi joints everywhere. I'll settle with this...