Tokyo Express — Restaurant in Phoenix

Okay, I feel like I'm being generous with this 3-star rating. I also feel like I'm tiptoeing into this review. Tokyo Express has been in the Valley for a long time and now they're down to one location. It's not like I want a little place like this to go under, but I'm afraid, to a great extent, it kinda already has.

The food isn't as good as it used to be. The servings aren't as large as they used to be. They charge 54¢ for a teensy ramekin of dressing or sauce, which is ridiculous. I rated each of the three separate categories at a 2 because the experience I had was definitely no higher than a 2, but I just feel like a two is a negative review and I'm not in a negative mood, so I bumped my overall to a three.

I met my brother for lunch and we had a nice conversation, so it was fun, but this is not a fun place. This is a clean place. That's the extent of the ambiance. It's clean.

The food was all but tasteless. I was really disappointed. I love Japanese food, but this was humdrum at best. It wasn't yucky! It just wasn't yummy. There was hardly any sauce on my teriyaki bowl and I hate being nickel-and-dimed over sauce. Seriously, it doesn't cost you 54¢ to make a tablespoon of that stuff. You shouldn't be charging for it at all. The place was empty at lunchtime, so I don't think I'm the only one noticing these changes.

The service was lackadaisical. No smiles. No welcomes. Just slap down the food and walk away.

It's not Covid. It's not the economy. It's definitely not the last of the loyal customers. It's the owner. They're doing themselves in. It's really...

UPDATE: Spoke with the owner. She was unaware of decisions being made affecting customer experience on the Express side. The site has two restaurants (both good) and all of her energy had been focused on the dine in side. We’ve worked all issues out. More importantly the owner has one eye back on that side. It’s back to one of the best chicken bowls in the country. Tip: order your teriyaki chicken “easy burnt”. You won’t regret it.

I’ve been a patron of Tokyo Express since 1994 ordering $50 to $80 worth of food 3 to 5 times a month. Staff has never been overly friendly but it’s fast foodish so friendly is not necessary (order is always takeout anyway). The food is decent but not like it was when I found the place. Tonight the young lady “helping” me with my $58 order was the rudest person I have ever dealt with treating me like my frequent order is not at All welcome. I couldn’t believe the attitude. My info is with the staff at the restaurant (owned by the same folks) next door. I will not ever go back (last straw so to speak) but the owner should know the disaster happening next door (I cannot imagine they don’t already know but staff retention must be brutal at the moment) I will update the post if I hear back...

Called for a To Go order ... told them I'd be by in 20 mins. Arrived 25 mins later and order NOT EVEN STARTED. Asked why -- giggly girl behind counter said 'Oh we have to cook more chicken'. Asked when I could expect my order -- girl replays "I don't know" - I said that was unacceptable-- she begins to talk trash in Spanish to cook--- I begin to speak spanish to cook asking "Why my order not ready?" He said he was out back smoking and is just getting around to it! I mentioned they should take certain menu items off their online menu because when I called to order (same girl) responded-- we don't make anymore ! Says have told manager "tons of times to take stuff off" but nothing gets done- I asked the girl .. how she was going to compensate me "make it right" for the poor service ... she had no IDEA what to do . I went here for wife and friends, I live in neighborhood -- but I WILL NEVER go here and will tell everyone to avoid this...