Shiro Restaurant — Restaurant in Novi

We have been patrons of Shiro Restaurant for the last several months. We would typically order sushi rolls spending between $100-$150 every week. We were trying to be supportive to our local restaurants throughout the pandemic , especially during the time when restaurants were limited to carryout orders. We would typically order on a Sat. or Sun between 4-5 pm. Our average order was for 15-20 rolls of sushi plus salads. We enjoyed the freshness of the Shiro sushi & that they were very accommodating to my husband who suffers from Celiac. We also were lenient with the length of time that it would take to prepare our carryout order, occasionally waiting 1 hr. plus for our carryout. We had never had an issue up until this last Sun.4/2. We called Shiro to ask about how long the wait would be for a carryout order. The girl employee that answered the phone didn't know, so she asked another employee. That person picked up the phone and told my husband that they had only one carryout order in and it would be 20 min. So, we immediately got our order together & placed the order on the google restaurant ordering tool. The order was confirmed and it stated that the order would be ready between 5:09-5:24. We placed this order at approximately 4:15. So I immediately called Shiro to verify receipt of the order and how long it would take. We were told an hour. We placed this order within 5 minutes of our initial call to them. Once we arrived at Shiro we called to inquire the status of our order. We were told that it would take at least 15 more minutes. I then went into the restaurant to pickup our order and the man employee told me that our order wasn't ready yet. Also noting that they were having packing problems.I am not sure what that meant. He seemed scattered and ill prepared for customers. He then asked me again for my name and then said "Oh here it is!" He asked me to sign the receipt and gave me my order packaged up in a cardboard box.Once my husband and I arrived at home, I unpacked the order and noticed that our 2 salmon rolls were not in the box. Also, that our AAC rolls had tempura sprinkled on top. Note that ALL of our orders emphasize GLUTEN FREE on all of the sushi. I immediately called Shiro. The girl employee who answered the phone stated that they made a mistake and gave us part of someone else's order. She offered to replace the items or give us a credit. (They had also placed one of our avocado rolls next to the tempura rolls, making them contaminated with gluten/wheat) Then abruptly a gentleman employee got on the phone and said, "what's the problem with your order?" I explained to him what had occurred and then he became very argumentative. Asking me if I was going to bring the order back. I told him that I wasn't asked to bring the order back. He then went on to say that he needed to see the order to identify what happened. I was very taken back at his request. We had already driven almost 1 hr. round trip & he wanted to see what was done in order to give us the missing salmon rolls and replace the AAC & avocado rolls that were packaged together in the same box. I told him that we would be on our way to get our order corrected. My daughter left to bring the incorrect part of the order and get what we ordered. I received a call from the man employee. He began to tell me that they would make fresh salmon rolls. However, the AAC & avocado rolls were safe for my husband to eat. I told him that we have ordered these very same rolls with our past orders and that they had never had tempura sprinkled on them. He then told me that that is how they prepare the AAC rolls. that it is 100%safe and gluten free. I told him that I wanted new rolls. He said fine & told me that he would have them ready. Then a few min. after that he called me again. This time asserting that it was my mistake. I ordered the wrong AAC rolls. That I ordered it with the tempura on top. He maintained that the tempura had no wheat, then only to find out that it did. Then said "My bad!" He was untrained about food sensitivities. Do...

My husband and I wanted to have our date night tonight. We drove 40 minutes one way to get here. I’m writing this review on our way home. We love sushi and I personally love the 1920’s era so we thought this place would be a great place to try. We had a reservation for 7 tonight. The server Jen(?) was wonderful, hands down as far as character and charisma. Very sweet and kind. We enjoyed interacting with her. However we ordered our food and it was only okay. We got our drinks first which were ok, not the best. My Diet Coke was also flat. The appetizers were just ok as well. The mushroom small plate we shared had more onion than mushroom. The tempura dip for our veggies was also only ok. Pretty mid but we were looking forward to the sushi, and we didn’t want to be sticklers. It was 8 by the time we got our sushi orders… two were supposed to have been torched, the others cold… everything was room temperature and very bland… we only had one piece of each to try. Everything was mid grade. That was it, we decided we were not going to eat this and wanted to send it back to the kitchen. Again, we eat sushi all the time so we know how it’s supposed to be as far as temperature. Hot, or cold. Not room temperature. Sushi at room temp is dangerous to consume. Well, the manager, who did not give us his name, but has dark blonde hair and was wearing a Hawaiian shirt, came and at first was telling us he “could not comp all this”. Which is absurd, there have been very few instances where we’ve had to send back our food before at other restaurants, but they always take it back and apologize, and we order something else. Simple. He tried to say the temperature was correct because two of them had been blow torched… but they were ALL the same temperature, not even hot like how it’s supposed to be when torched. The sushi had been sitting at the sushi station for a little while before we got it, too. After some time he said he would comp us 20% off. The manager also did not believe we had waited as long as we had been. He said “that just isn’t true” when we told him we had been there since 7. I told him to look at the book that I had watched them cross our name from. I had called at 6:40 to set the reservation for 7. He said he would look in to it, obviously irate and upset. He was mad and had been raising his voice at us, while my husband and I remained calm towards him. My heart rate was through the roof from the way he spoke to us!! I’m a store manager and I wouldn’t treat customers this way! When he came back, he said he would comp 50% but we had to repeat ourselves on how long we had to wait for our sushi, the quality of the sushi, and that we were still willing to pay for our drinks and appetizers. He then said he was going to make a phonecall and a little while later, Jen came back very quiet and maybe looking like she was about to cry. We reassured her it wasn’t her fault and she gave great service. I hope the manager didn’t yell at her! We paid what we owed and left. We won’t be coming back, however. I hope the owners/management reads this and take it to heart. This is supposed to be a high end classy restaurant, but it feels like I just paid to wait 80 minutes to get yelled at by someone while having a bad drink. Only 1 star within the service star rating because of how the manager spoke to us and handled everything. My stomach is now feeling queasy after eating...

Update from previous review: Just came back from this restaurant with 6 other friends. The food again was wonderful. We had a different server this time as we requested when we made the reservation. I assume the other server new about our complaint because he was the first one we saw when we walked in and probably the one we saw the most while we were there, and each time had a miserable look on his face. There were 7 of us and some had separate checks which our now server new up front. I want to make it clear that we are all professionals in our 30's and 40's, and are well aware how to tip properly.

Our server came back after we ordered drinks and let us know that he heard we didnt have a good experience there last time and the manager was buying 2 out of our 7 drinks, which was strange and awkward. We did not go there looking for anything for free, we were just hoping for a better experience. Previously being in the service industry for 11 years, I was very surprised that the manager at no point came over to see how we were doing or if there was one there I have no idea. The same that happened last time we were there, our after dinner drinks were either wrong or forgotten, same as the desserts, not that big of a deal but usually when you bring the checks to the table maybe a "thank you for coming in" or something would be nice to hear. After we paid we tried to get just one photo of us all in front of there tree. Yes, I am well aware this can be annoying but it also comes with the territory. Our server passed us and when we asked we were told " No guys I'm too busy," as our first server just stood there at the bottom of the stairs. The whole thing felt like some childish experience. I can definitely tell this place has a great deal to learn about customer service, which is unfortunate because the food is great. However we all decided that no amount of free saki will ever make us go back a third time, because there are too many others with great food that know how to treat customers.

Previous review: Went there tonight with some friends. The building and atmosphere is more of an experience, its beautiful there and the food was excellent. Unfortunately I think someone may have peed in our servers Cheerios this morning because he made it very awkward everytime he came in the room from the beginning and he seemed very annoyed and rude the whole time, it was very strange and we couldnt think of anything we had done to make him act that way so we just came to expect it by the end of the meal. The server assistant Matt though was wonderful and very nice. Will definitely go back for the food but would absolutely request not to have the...