Tokyo House of Rogers — Restaurant in Rogers

Ok...so I am not sure what is happening with this place..at first it was great...but this is about the 4th time that my family and I go and service is poor...by "poor" I mean that the servers either ignore us or do not want to help us. This time it just got more weird. 2 days ago we went 35mins before they switch to their later dinner time...we asked if it was open for service and we were told yes. However, one of the ladies there started walking us to different empty seats but would never tell us to sit down. She would not look at us just have us follow her. But at some point, my husband had to ask if we could sit down because she only had us walking around. It felt like the walking around would never stop. Some people that were already eating there would only look at us like we were crazy. We also did see that they let other people in and sat them down. Well since my husband asked to please allow us to sit down,Suddenly, that didn't sit well with this server so she gave us another server. I was carrying my toddler and had our son with us. The new server wouldn't talk to us and seem very offended. Not sure why, all we ask was to please allow us to sit down because we were not told why she would take us to empty seats and then again to other empty seats ..and again, just walking around without communicating with us. It would have been easy if they had just told us not to come in because they were not ready for more people....even though it was not crowded at all...it was me, husband and our two children...at least tell us to wait in the waiting area while they figure out what they are doing.

I noticed the new server wouldn't talk to us so I ask if we could please have something to drink .she just stared at me and my husband and did not respond. ..and yes, we are now standing next to our sits because she is not moving so we can sit down. At first I thought maybe there was a language barrier but after I asked again what our drink options were, she spoke very good English and told us in an upsetting voice what our drink options were. Things felt awkward. Has anybody ever experience that weird moment where you are very excited about spending time with family and just want to enjoy your food and then stuff like that happens?!

Throughout our eating that server was not friendly with us and seem offended. But honestly, we still do not know what we did wrong. We were never rude or mean nor did we mistreat anybody. We actually try to ask what was happening but were stared and not answered.

Since we like their ice cream my husband thought to just get ice cream and go. He got up to ask at the ice cream counter where we usually ask for ice cream but he came back just to tell me he was told to ask our server or somebody else and that this person was not friendly at all. We ask for our check so we can pay and leave. Suddenly, our server comes with another lady and this lady is raising her voice at us and saying in spanish "comida?!.comida?!""what you want?!"

We were so confused...like what was that about?!...

We paid and left..and nope, we did not tip. We are not planning on returning here. We have tried multiple times and usually we rarely get that nice customer service they started with. It started fine but it has forgotten about good customer service.

Tokyo House it would be wise if you just do not let people in 35mins before you make that change to your new hour. You will avoid a negative review and people will appreciate you more. Hopefully your servers do get along with each...

Tokyo House used to be my go to for probably 7 years, however my last visit has completely soured me to them. I generally order anywhere between $60-100 worth of sushi for myself and my husband and I have always made sure to tip well ($20+ depending on the total on my total, and I always just pick it up.) The owner knew my face, the girl's knew my phone number, and they always were amazing (especially through covid) so I'm shocked by my last experience.

I tried for 30min to get my order placed over the phone. I called like normal at 7pm and asked if I could do pick up and they confirmed that I wanted the Rogers store. Then I was "put on hold" even though I could hear the girls in the background talking, customers paying, etc. I sat on hold for 10 minutes, not wanting to be rude, but hoping to order. I eventually hung up and waited about 10 min thinking maybe they were just busy at the time. I called again and the call wasn't answered. Waited 5 more minutes and we called from my husband's phone. No answer. This wasn't what I was used to, so I called from my phone. I got through, and was told to immediately wait on hold. Again I could hear everything going on around the phone. After another 10min of waiting for no one to talk to me, I spoke to the phone and said if they didn't want my service it was fine, but it would be nice to be told so. No one said anything so I just decided I would come to the store to place my order.

They had alot of open parking spots and even some by the front door, so I was even more confused. When I walked in they all smiled like normal, and the one girl who normally takes my order started apologizing about the phone. Still felt off, but I ignored it because I loved their food and their workers, and I waited for my food. I got home and found three small wads of hair in the Wasabi of my Rockets roll... oh.. okay that's never happened before so what the heck did I do to tick them off as a customer...?

Between the phone call debacle and the hair, I just felt like they were telling me that I wasn't wanted as a customer, so I guess I'll just have to find another sushi...

Wow! Talk about customer service. We're smack-dab in the middle of a pandemic, yet the staff couldn't possibly be any kinder or more helpful towards their customers. I really was not expecting such excellent service at what is essentially "just a buffet". My wife and I had a truly fantastic experience, and it's a bit embarrassing to say, but I truly believe this was the greatest customer service we have experienced in our entire 365 days of living in NWA -- and again, it's "just a buffet"!

We were seated promptly, every single staff properly wore their masks (not under their noses) and even wore disposable gloves, they waited on customers hand & foot, my drink never even lowered more than 10% without them rushing over to refill it, and they even proactively thought ahead when they saw we only had 2 napkins, and brought extra napkins to our table without my having to ask!

In the end, we saw kimchi and tasted how delicious it was, so just because we were feeling so good, we thought we'd ask if they happen to sell the kimchi separately. I thought for sure no one asks that of them so they never do it, since we are in NWA after all, but lo & behold, they happily said yes and offered a pint size for $4.99 or a quart for $8.99! Not only is this a generous amount of high-quality, freshly-made kimchi, but the price is unbelievably reasonable! When we were ready to get the bill, the serve walked by and asked if we'd like some ice cream before we go, so we gladly accepted, and he brought it out with the bill.

Seriously, top-notch customer satisfaction here, and I didn't even talk about how insanely delicious and fresh all of the food was!

5 Stars without a doubt....