Yogi's Grill — Restaurant in Phoenix

I ordered to go on 3 different occasions and each order had errors, one of the issues was missing items, such as chicken on a chicken order. Ordered the Katsu and the sauce was missing. Also ordered Sushi and the wasabi and ginger was missing. Since no order can be remade and no order will be refunded I reached out to Human Resources.

Hailey Cox from Human Resources responded and was extremely rude and condescending. This was one of her responses "We were waiting for a response from you to our last email. Typically that's how email conversations go. One person emails and the other responds." When I responded showing my email this was my response "There was no question in your email it was just a bunch of statements. When having a conversation a question needs to be asked in order to elicit a response. Since no question was posed the conversation presented itself as concluded"

Another one, mind you no where on the website does it state you need to ask for wasabi or ginger, "I wanted to clarify that the ginger wasabi is complimentary but is provided only upon request. You can simply ask our staff for it, or you’ll find it available at the condiment bar in our restaurant. It is not something that is handed out with each order"

Extremely unprofessional

**Since I posted this review on 9/10 this was the exchange from Hailey Cox, only offering to to talk further if I remove my review. "The first of resolving your issue would be to work together, instead of going online and leaving a review. If you want to resolve your issue through the means of social media review then you may do so and our conversation will be over. Please let me know how you would like to proceed"

This was my response to this:"I tried to do that before posting on social media, and you continued to be rude and condescending. Instead of working with me, you treated me like an idiot. I would never respond or treat anyone in that manner. I was never rude; I reached out to ask for a resolution, and rather than work with a paying customer, you handled it highly unprofessional. Maybe you need to realize that, apologize, and help rather than only changing your response since I posted online.

Her response "Never once was I rude I've always responded to your messages. You are entitled to your opinion and since you chose to use social media to resolve your issues it looks like you've received what you were looking for. At this time I will consider the issue resolved"

My response: "Maybe you should go back to a class on how to speak and deal with customers as you are in the wrong line of business. You were extremely condescending and acted as if I was a child on a how a conversation works. You never offered a resolution or even attempted one, rather you deflected and never addressed the issues. Only thing you stated was regarding the wasabi and I showed how that was incorrect. Never addressed the issue with missing chicken, or missing sauce on the chicken katsu. Pls show or explain how you attempted to address any of this?! Who is your supervisor? You care more that I went to social media due to YOUR response rather then work with me at anytime!

Her response "If you are interested in resolving the issue then please remove your review and then we can continue. If not your review stands as the resolution to this particular issue"

Only if I remove my review will she entertain actually correcting any issues we had, this is the worst exchange I have encountered with someone who is the manger of...

I want to start by saying 9 times out of 10 times I love Yogis! Every time I have been in until today, I have been treated with respect and love my food. Today was different. Today I ordered $50 worth of food and found after picking it up and making it home that one of the rolls had raw fish that was brown, smelly, and rubbery.

I called the store, was directed to call the number at the bottom of the receipt, but then I opted to email as the vm said it would be easiest.

At this point things went down hill. I explained the situation and provided photos, a receipt, and a time table of my events from pick up to discovery.

I was told that discolored (brown) raw fish is normal, that I took too long to reach out (about 44 minute due to a work meeting) and my personal favorite, "we both know that your sushi roll sat out for way too long waiting for you to pick it up and then being transported to your home."

After 10 emails back and forth it was requested that I come to the store to review the camera footage, which I opted to do. Then I received this response "its honestly not worth all the time and effort. We will give you a refund for the crazy tuna this time, but will not allow you to order sushi by mobile orders in the future."

More than anything, I am shocked by the way this was handled as I order $50 of food and only had concern with one roll, provided pictures of the product, and frequent this location and have never had an issue! To be told I'm lying is insulting, but to be told that fish can't last more than 15 minutes prior to consumption and that brown, smelly raw fish is safe is insane.

For context on my credentials I am a food safety manager and the time table for order to pickup is below.

11:35: placed a mobile order 11:49: pick up time per the email I received 11:55/57: pick up (every time I show up on time I wait) 5 minute drive home Conaumed first roll then opened the second, took photos and did not eat. 30 minute work meeting 12:44 called the store was directed to look at the bottom of my receipt for information on next steps. 12:46 called the number on the receipt and heard the vm. (Still working) 12:56 opted to email

Take this as you will as I have had many great experiences at this location, but treating people who call in like they are lying or wasting your time is just not a way to run a business.

They likely will not miss my business as one person saying they won't come back doesn't hold much weight anymore, but personally I will never go back to this restaurant again because of how I...

Good luck working with the administrative staff (district manager) for concerns about anything. They are unprofessional and unconcerned about their customer's satisfaction of the company. There are no leadership qualities to the managerial and administrative staff. The district manager will go as far as raising their tone, belittling you as a customer, and using insults. For example, the regional manager asked what I thought would be a reasonable compromisation for the issue, because it was unfair the store would be responsible for absorbing the cost of the cancelled meal. I stated that, at minimum, I receive a refund for the CANCELLED order and they potentially get to keep me as a customer. The administrative figure quickly claimed that I was requesting free food and flat-out told me "We do not want customers like you!". I was told I was the most difficult customer to work with and they have never dealt with someone like me. Clearly the reviews show otherwise. The district manager's witty words and responses to other, negative, online reviews shows just how immature of a person he is.

For those that have food allergies, be warned this company does not make substitutions without incurring additional fee(s).The reasoning for this is that "the sushi is not made as custom" (which can loosely be translated to all of the sushi is pre-prepared and follows one standard recipe - no deviations). The company has expressed they are unable to make accommodations without paying an additional price. If you request a refund, be proactive as no one will reach out to you unless they are nagged. It took a full 6 days before any type of communication and/ or action was initiated on the administrator's end. They recommended that if this was that big of an issue I refer to my bank and dispute it with them. Once this was done the district manager issued a PARTIAL refund. The company is nontransparent and when working to resolve issues will intentionally contact you at the most inconvenient of times (even when specifying the best time to be reached).

Reconsider this franchise when you are in the market for Americanized-Japanese cuisine. Simply put, this place is not worth it.

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