Teriyaki Madness — Restaurant in Round Rock

Not rating the food, rating the service.

Tldr; severely understaffed. I waited 45 minutes at the store location for food only to leave and cancel it through GrubHub.

The long of it;

Never really ran into an issue like this in my entire lifetime ordering food, but this one really got me aggravated.

I ordered through GrubHub and was given an estimate of 10-15min. So I headed over and arrived at roughly 7:05pm. Upon entering the store, I quickly realized there was something a little bit off. I glanced over at all the people at the tables and realized that none of them had anything in front of them except a smart phone. It was almost as if I was stuck in some kind of Twilight Zone where people just went to restaurants to browse social media. There was exactly nine people sitting without any food.

I waited about 5 minutes for anybody to come to the front desk to confirm that I'm picking up. Nice lady told me that the food would be ready soon, so I sat down and started waiting. 10 minutes passed by, one order goes out, another 10 minutes pass by a single order goes out.

I noticed that the people who were standing in line waiting to order were starting to get impatient, a few of them even leaving before ordering. When I realized that I was sitting for about 45 minutes I decided that I'd simply cancel my order through grubhub. But upon looking on grubhub, the order said that it was ready for pickup 20 minutes ago.

The worst part about all this was that there were still several people in the restaurant that were waiting for their orders. And they were the ones who were waiting as I entered.

As you can imagine at this point, nobody in the right mind would wait 45 minutes, let alone an extra 20 minutes for food to be ready especially when they're told that it's going to be ready at a specific time. I really wanted that terryaki bowl... I canceled my order through GrubHub, promptly left, and ordered a pho that was ready in 5min across the highway.

I recommend that you guys get your s* together. Get more staff. Stop making multiple people wait 45+ minutes for their orders. If it were just me, I wouldn't have cared. But that room was filled with 12+ people...

We've gotten food from this TM many times, and it was usually good but between the food and service from the employees and manger this last visit, it was all awful. Getting the food was not as difficult because we online ordered but the communication inside was non existent because we didn't speak the same language. I'm 100% for hiring good workers but we need to be able to communicate at least the menu items and that was not possible. The food itself was not good, wrong, sauces were missing (from the chicken katsu which already come with sauce), veggies had no seasoning but the noodles were doused in garlic powder. They gave us the wrong appetizer. We called 10x over the course of 30mins trying to talk to someone with no answer. This morning, we called and were told to send pictures of the food which we did and over an hour went by with no response. When I called back and asked aboit it the manager acted like he never heard about it. He got an attitude and said it would be a while because "customer's ahead of you" so because we still had the food, I said OK I'll come in. Getting there approx. 6 minutes later we walk in and there is literally no one in there and the manager is there sat with his laptop. He wasn't nice in store either or apologetic in anyway. Definitely the worst experience from them and I would for sure wait a few months until new people come in to make it better. Hopefully the manager can get some customer service...

Pretty disappointed in how this place handled the giant hair we found in our food. Nobody apologized and one guy asked if everything was okay, when I said we found a hair in the food, he just turned around and walked away from me. Kind of unbelievable. The first guy remade the food, which I guess I get, but I just wanted a refund at this point. They had not washed the rice, it was all beige and starchy. Rice needs to be washed. The chicken was awful. Hard, and reheated. It was not cooked fresh. It was dry and tough. Veggies were good. Orange chicken is just frozen and fried with a bought sauce. Edible but nothing special. Same problem with the rice. Ownership/management is just not aware of the details. Look at the pictures of the bathroom. How much is a plastic trash can, $20? Replace that nasty thing- don’t be lazy. Also, clean the mold off the toilet paper dispenser. Really? Nasty. Got my money back, but I’m over it now. Gross. Reading the other reviews, clearly these people don’t care, just skip the whole “experience.” It isn’t much of one. Go to a good restaurant unlike this nasty place. It’s just “Madness” if you will. 🤣

Also what is with all the crude and poop jokes on the wall. The “we’ve got big bowls” and the “food so spicy you will feel it twice” signs are pure madness. How immature are you people? Why do poop and crude jokes have a place in a restaurant? Lots of dumb going on in...