Kitaro Surf & Turf & Sushi — Restaurant in North Township

I will start by stating that We have dined here over 20 times. We have enjoyed the food and the service on just about every occasion except for tonight! We were there with a total of 10 people celebrating our daughter’s birthday.we arrived 5 mins before our 6pm reservation and were seated promptly. Everything started out ok but service was a little slow. After that it slowly started to go downhill. We ordered 7 appetizers and they came out at different times but that was still ok. Everyone was still hungry so we added an additional 4 appetizers. By this time are drinks were empty and we were never asked for refills. The waitress politely took our order. We waited awhile for the food and that was still ok because they were busy. Once the food started to come out it came at different times. Some people were served while others were still waiting on their meals. Not something that should happen at a fine dining restaurant. On top of that our table was never cleared from the empty appetizer serving dishes. Still no refills on waters or drinks. At this point I went up to the front to talk to a manager about our dirty table and lack of service. I later was told that she was the owner. I waited 15 minutes and still was surrounded by dirty dishes. Asked to speak to the manager again she came out and apologized and offered me a desert. I informed her I wasn’t looking to have anything comped just wanted better service and a clean table she had a few dishes removed and disappeared. Still no refills on drinks. As I mentioned it was my daughters birthday so the waitress kindly offered her a complimentary desert which she accepted. I would also like to mention that at no time did I have any discussion about this with the waitress, just the owner. When desert was brought for my daughter the dirty appetizer and dinner dishes were still on the table. We asked for the check and this is where the problem escalated. It was a different server who brought the bill and pointed out a mandatory 20% gratuity which our party was not willing to pay. I do understand the concept because many people do not tip properly. I personally always start at 20% And go from there. My tips are usually 25-30% but I will not be forced to pay for something I didn’t receive. From here it went from bad to worse. The server ended up going up front and taking off the tip at this point I still was leaning towards giving 15-20%. Then this server tells me in her exact words that if I don’t give them 20% that I’m screwing her because she’s splitting the tip. Screwing her? Unheard of to be talked to this way! She proceeds to tell me that it’s not the servers job to clean the table or fill the water glasses. It’s the bus boys and they weren’t doing their job. She then tells me that I made her server cry! Never once did I make a comment to that waitress. I only talked to the manager / owner. My response was do you think it’s ok that my daughter was upset. By now I am getting angry, never have I been talked back to like this from a server and I dine out 5-10 times per week. The manager owner is to blame for the majority of this. Although I don’t feel the first server did her job she was a kind person. The second server did apologize and wished us a good day as we were leaving. It’s sad that this had to spoil our night. I hoped the ownership learns from this and fixes the problem for future guests. I will finish by saying that we did only leave a 10% tip on a $580.00 bill. Something I haven’t done in many years but felt was...

My friend and I was there on Friday, Sept 9th about 7pm. We are loyal patrons on Kitaros. We frequent it once or twice a month. We are generous tippers and nice customers, respectful of facility and table time frames.. We Never complain when things are busy, never return food when things aren’t up to standard, friendly and leave excellent comments for the management team. .My friend is 70+ years old and I’m nearing 60. So, I we require , handicap parking and extra time when getting in and out of restaurant. We always have had an excellent time at Kitaro until this past Friday. I experienced an incident that was so disappointing, so applying for us. I’m considering never to return to Kitaros’s again. Let me begin by pointing out , Kitaros was very busy that evening. They server informed us Kitaros had several call offs that day and she was serving 9 tables. Working in the healthcare setting, we understand the work shortages. We waited over 30 minutes for our drink order and another good while for our food order. Yet, my friend and I were very understanding and didn’t complain. When it finally came time to take our food order, I asked the food server to add and prepare an extra entree to go. She wrote everything down and went on her way. After another 25-30 minutes our food arrives, we wait an additional 15 -20 minutes for a second round of drinks to go with our dinner. Finally, we finish our meals, we pay the bill, I add a generous tip and my friend and I exit the restaurant. It wasn’t till I got home I realized I never received my “to go” entree. I immediately call the restaurant and explain to the young man on the line what had occurred. He responded as follows: “ Oh yea! Were you the 2 customers that always get seated in our front booth?” Me: Yes. Kitaro employee: “Yea. The waitress said you would wait till the end of you meal for your extra entree.” Me: “I never mentioned to server this was to wait till end of meal. Also, I finished my meal and it was paid in full along with a generous tip” Kitaros employee: No response.Silence… Instead He erupts in laughter. I was in shock and applaud at the manner in which I was treated , A “loyal” customer was treated. No efforts were made to satisfy or apologize for the error. Instead, to make matters worse,” to burst out in laughter about the situation!” I’m still Not sure what was so funny. In this case, it’s not the entree, or even the money. It was the manner in which this was handled. Clearly, Kitaros is not interested in forming ,long lasting customer relationships. Clearly, this was The servers error. We had already been inconvenienced with long wait times and fragmented work flow. It’s sad. It is evident Kitaros is solely in the business to meet their bottom line at all cost…the $$$. As they say “ treat and street the customer.” Get the money and next person. Appalling customer service, short staffed, long wait times , server was not dressed professional; appeared disheveled . Not at the standard of what, once...

Where do I start? My self, my husband and our friend dined here on Saturday evening. Our welcome to the restaurant was pleasant by the manageress. It was pretty busy when we arrived and we only had to wait a couple of minutes to be sat in the bar area which was good for us. The table and seats we were sat on had just been cleaned, but not yet dried and were still soaking wet. I had to use my napkin to dry both the seat and table. After we were sat down. A guy who worked there came over to our table after clearing another table with the contents of the table still in his hands. He put these contents onto our table whilst asking us if we wanted drinks. He didn’t introduce him self once to us. We ordered 3 cocktails and continued to look over the food menu. We have all been here a number of times so we know what we wanted to start with and we just pick lots of little dishes to share between us all. He comes back to our table with two drinks, no tray and holding them with his hands at the top of the glass. I didn’t see his once clean his hands after clearing a previous table. Then he returned with another drink. We ordered food at this time. One of the dishes was a chefs choice. So we had 6 different types of fish. After this came I had to call him over to ask what these were and he didn’t really know. He stood at the end of the table with both hands on the table and pointed to the food within half a centimetre from the food nearly touching everything he pointed at. We continued to order more food. As we are all in hospitality we just let this all slide by. There were a few more issues with the night but the main problem was that at the end of the evening. He gave us our check and only had one copy. Our service was awful through out the whole night and I made a comments card that was also supplied to us. The bill was just over 170 but I only tipped 13. I had a feeling to take a picture of the check we had signed. This proved to be a very bad feeling. A few days later the full amount came out of my bank and the worked ROBERTO had kept the other receipt and filled in him self for 35 dollars for a tip. This is fraudulent and he also signed our check so forged the signature. I contacted the venue in first instance and was appalled by the service that I got from the manager. No apology. She said she would call back and she didn’t so I called her. Then she said she was not inclined to do anything with regards to a refund. The next day she emailed saying she would refund the difference between what I signed and what he de frauded me with and going to fire roberto. So basically telling me she is going to keep my original tip. This is appalling. For a member of staff who had committed to counts of a felony and made my account into arrears causing me to have an over changed amount. I will definitely not be here again and with the amount of business I have taken here from friends and family we sure won’t be as a family. Also the police were made aware of this as they are not willing to see...