Mr. Sake Sushi & Grill — Restaurant in Louisville

Great food, terrible customer service. If they make a mistake with your order, don’t expect them to care or try to make it right. Strict vegetarians beware.

I have been ordering delivery from Mr Sake frequently during the pandemic and have always enjoyed it. Today, my boyfriend called to order us lunch. I asked for a salad with my sushi special, as I am a vegetarian, and have been told by them before that their soups are made with chicken stock. The order was confirmed and repeated back to him. However, when our food arrived, they had given me soup, which I cannot eat without getting sick. When he called back to see if there was any way to rectify the situation (dropping off a salad if there’s another delivery in the area? A small discount on a future order? Or maybe even... an apology?) we were told it’s too late to do anything and we can get a salad next time. Nice. Even worse, we were told that the soup they had given me is vegetarian - thankfully I have asked this before and know this isn’t true. Otherwise, I would have eaten it, and ended up getting sick. Like... do the soup recipes change day to day? Do any of the staff actually know what mystery broths their soups are made of...? Do they understand that chicken broth isn’t not vegetarian just because there aren’t literal pieces of meat in it?

Overall I’m super disappointed because I loved this place. We won’t be getting the salad next time, because we won’t be ordering from here again. I usually wouldn’t take the time to write this but it’s important the restaurant and potential customers know they are putting people at risk by not being able to confirm ingredients of their dishes for those of us with dietary restrictions and allergies.

Edited with reply to owner's response * There was no apology. Denying you made a mistake is not an apology. Telling us you might try to get our order right in the future is not an apology. Your rude and uncaring response here is the perfect example of the terrible customer service referenced in my initial review. There was no need for my boyfriend to tell you I'm a vegetarian in the initial order BECAUSE I ORDERED A HOUSE SALAD AND VEGETABLE SUSHI. We did not change our minds after receiving the order, YOU SENT US THE WRONG THING. I normally wouldn't mind except I cannot eat it without getting sick. Then, you told us the soup is vegetarian when it is not, I assume just to get us off the phone. Inexcusable, and frustrating that you can't admit you made a mistake. And on top of that, you're trying to blame me for it. Not only have you lost two customers, but I will now go out of my way to let my local friends know about...

2 hours to get a pick up order, I waited an hour before I left to go get it and an hour after I got there to get it the estimated wait was 45 minutes..... The food was frozen cold by the time I got home (less than a mile away.....) because they clearly made all of the hot food prior to making the Sushi which makes zero sense when you are making people wait 2 hours. Pricing is expensive for the quality we paid about what we would to go to Sushi Den in Denver which blows this out of the water and I could have literally drove to Denver and back before this would have been done.

The Sushi was eh, they put massive chunks of veggies in their sushi and don't cut it up the way you should, one of my sushi pieces had an entire core of Jalapeno in it with no actual pepper.

Look, I'm a patient person but this was terrible, they need to put actual wait times in and not get peoples expectations up for no reason. I wouldn't have ordered from here if I knew it was a 2 hour wait and I'm pretty sure they know that and do this intentionally.

I would avoid this place and will personally...

I have ordered from here a lot since moving to Louisville, and normally it wasn’t too bad. 2 of the last 3 times I have ordered from here there has been something in my food.

The first was a shrimp tail in my sesame tofu. I threw it away and kind of said meh. The last time there was a metal ribbon, from a steel wool or a scrub brush in the same dish.

I don’t have super high standards for food in Louisville, but this is insane. I also called to explain there shouldn’t be metal in my food and had to ask for a refund. The person I spoke to said they would talk to the chef and tell them to watch for it. I had to ask them for a refund. They also didn’t refund the order, just the single item that had metal in it. I wasn’t going to push them harder over $50 in food, but at least refund all of it. It just feels insane to nickel and dime me when there was metal in the food. I had to throw it all away!

My advice, there are a ton of places in town that have better/cheaper food, better customer service, that don’t dabble...