Sushi Hook — Restaurant in Sacramento

I would first like to say, I am extremely disappointed and unsatisfied on multiple levels..

First, a colleague brought me here a couple weeks ago for a work lunch and there were only about 3 people in the restaurant at the time. It took almost 30 minutes for our food to be prepared, which was definitely noticeable, but not enough to cause concern at the time. Obviously unacceptable when there's only a few people in the building, but not a reason for me to complain. The food was well priced and the portions were desirable.

Second, my wife has food allergies so I decided to have my wife try this restaurant during dinner hours (630pm) since sushi is something she can eat. So we pulled into the parking lot and ordered online due to wanting "take-out" vs "dine-in".. We completed our mobile order online and selected the "asap" option for the prepare time. Once the order was complete, their system text messaged my wife advising the food would be ready in 1hr 20mins.. We thought this was some type of error. We immediately called the restaurant and asked if this time was an error. The person that answered said the prep time is correct and it's usually a 2 hour for "take-out" so 1hr 20mins is not too bad. The disappointment had already kicked in and though hungry, we debated on canceling the order, however we left for home and decided to just drive back to pick up when it was ready since the kids were in the car.

Third, once the food was ready, which it's now almost 8pm at night. My wife stayed home with our small children and I drove back alone to pick up the food. I waited outside the "take-out" door of the restaurant about 5 minutes for my turn to walk in. I told the woman at the desk what the name was under and she replied, "I need to see the order number". I replied, "my wife ordered the food and I do not have my phone on me". The women replied, "sorry, I need to see the order number.". I replied, "I can tell you what the order is. We have the same last name. I can verify her phone and email it was ordered from as well". She again said "sorry, I need to see the number.".. I lastly replied to her, "So you're not going to let me pick up our food and you're going to make me drive all the way home to get my phone???".. She again, replied with, "Yes sorry, we have to see the order number"... I was so upset!! At the same time, a table that was "dining in" had just requesting that their order be cancelled because of the wait (I have no idea how long they were waiting). I drove all the way home and got my phone, complained and apologized to my wife who has not eaten in hours and then immediately head back to the restaurant. It is now 830pm by the time I returned. It was a different person at the front desk and as I approached, the person asked, "what's the name under?".. I then told her the name. They then turned and grabbed our food. The women then reiterated my wifes FIRST and LAST NAME for confirmation which was listed on the order ticket. I said "yes, that's it." She handed me our food and I walked out infuriated. I later relieved that, even if I had my phone initially, the original woman that assisted me would not have given me our food unless my wifes phone was there!🤬

It was 850pm by the time I returned home. My wife is putting the kids in bed and it wasn't until past 9pm before she was able to eat dinner, which at that point, she was already ready for bed as well. You order food at 630pm and not eat until 910pm..... How is this okay?! I want a reimbursement for our $7/gallon gas (91 octane) and our wasted time! This was utterly...

POOR CUSTOMER SERVICE WILL RUIN YOUR DAY. Their sushi is great but they have terrible service. While dinning in they’ll argue with you if you politely point of that they forgot something and when you order to go they keep sending you away unless you got a text message saying your order was ready yet both times I ordered take out my order was sitting on the table ready and I had to argue with them to check just to watch them walk over and pick it right up and hand it to me. After waiting an hour for my order and never receiving an “it’s ready” text. I called in to place an order once and was directed to order online and when I went to do so they were no longer accepting online orders and when I tried to call back I was met with long hold times and once they finally answered it sounded like they just sat the phone on the counter waiting for me to hang up. TERRIBLE service. This was my absolute favorite place to come to and recommend people to prior to the fire. Ever since the reopening the customer service went out the window. To add: I placed an order online at 4:28pm it’s 5:57pm I went inside to check on my order and was told it will not be ready until 6:28. 2 hours. An online order takes 2 hours. The first employee that approached me asked if I was here for dine in or pick up and when I said pick up she brushed me off and continued to talk to the people behind me. Didn’t even bother to ask for my name or order #. The food is good but the service ruins it. Terrible I’ll be looking for a new sushi place.

UPDATE: I received my order at 7:05pm....

On Sunday my wife and I decided to have dinner at Sushi Hook. We were served by a young guy who like all the previous times we visited was not friendly and there was no proper customer service. There was no greeting, or basic phrases as for visitors. The waiter silently placed the apetizer on the edge of the table and left. The sushi was delicious, but our disappointment was when the bill was brought to us. The waiter did not warn us and included the automatic gratuity in the bill on his own. Usually, we tip our waiters, but not in this case. I don't understand why I have to pay this waiter!!!! For service that was zero? The waiter realized that he had not done anything to be tipped and added the tip himself. I wonder if the owner of this establishment knows that waiters do this without warning guests? When we went to pay for our order, my wife asked when they started including the automatic gratuity on the check? The girl made the payment and called the waiter who was serving us. He didn't know what to answer, so he just walked away. The girl offered to return us this difference, but we did not want to wait. I would like to ask the manager or the owner of this establishment to explain to the staff that you need to work honestly, and not to turn on automatic remuneration, because you did not provide any service and elementary do not say hello to customers. This situation was very disappointing for us as we were regular customers of this...