Matsuya — Restaurant in Saddle Brook

LACK OF INTEGRITY:

I’ve been going to Matsuya for the last three three years for NYE and my wife’s birthday- it was nicely turning into a tradition for us. Well last night, 12/31/18 was the last time my family and I will ever set foot in there.

On December 16th, 2018 I made a reservation for 12/31/18 for a 6pm hibachi dinner through their website for three people- my wife, my two-year old daughter and myself. On 12/16 I also received an email response from Matsuya confirming my reservation.

I walked into Matsuya last night and the manager told me that he did not have our reservation. I showed him their email which was sent to me confirming my reservation. He kept telling me “we’re booked for the night. No hibachi seats.” He then told me “reservations must be made at least one week in advance” so I said “Exactly! My reservation was made TWO WEEKS IN ADVANCE!” The manager continued to tell me that he had no seats for me after showing him clearly that he emailed me confirming my reservation. He didn’t even offer an apology or a discount for a potential future visit. I even asked if we can wait a little while to see if there seats open up as soon as people are done eating and the manager told me no.

Many people would’ve been more outraged and made a scene. But it was my wife’s bday and we had our daughter with us, plus it was NYE so while it was extremely frustrating, I decided the best thing to do was leave calmly and find an alternate choice to still enjoy the evening. 10 minutes away we found Mt. Fuji. It was extremely packed with families but miraculously we got a seat within 10 minutes. Food was great at Mt. Fuji in Hasbrouck Heights and the service was good too.

Matsuya displayed extreme unprofessionalism in how they handled the situation. Without eating there, I left with a horrible taste in my mouth. Customer care and positive experiences is what keeps customers coming back and remaining loyal. Things happen and if they overbooked or overlooked that night, I would’ve accepted it easier because I’m a realist and understand that mistakes happen. But the fact that they expressed no desire to help me and my family after we drove an hour there, pretending their email confirmation never happened (even while showing them the email on my cell phone), and lastly not trying to give us a discount for future visits, shows their true colors as an establishment. 1000% never going back and I hope that this review allows potential new customers to avoid this place in 2019 and beyond.

Why give money to an establishment called Matsuya that doesn’t care about its customers? A restaurant called Matsuya with mean management and service people?

If you’re in that Saddle Brook area, drive 10 minutes further to Mt. Fuji in Hasbrouck Heights for bettter treatment and...

For the last 8+ years, we have always spent Christmas Eve at Matsuya and after this year, it will be the last. We were seated at the hibachi table and we already knew what we wanted since we’ve been going there for so long. The waitress took our order, the usual filet mignon with fried rice (we had 4 orders of the same). We sat with another family and as the chef began to prepare our food, we noticed the little amount of lo mein on the grill and thought no way is that enough for 8 people sitting at our table. The whole other side of the table got their lo mein and we did not. The waitress failed to mention that the lo mein was not part of the meal anymore that it was either fried rice or lo mein. The other family had both! We brought it to the chefs attention and he called over our waitress, my mom asked her why we didn’t get any, she proceeded with an attitude stating that the lo mein is no longer included, that she asked us when she was taking our order that it’s either or. We told her no you did not mention that at all, she then proceeded to get nasty stating we didn’t pay attention to what she was saying. She then began to tell us that if we read the menu, we would have seen the change. My younger brother would only eat the steak and lo mein so we asked is there any way that we can just get him the noodles and she said well it’s going to take a while and it’ll be extra...

She stood at the other end of the room pointing and starring at my mother and I, talking to her coworker and shaking her head. All we did was ask a simple question. She then came to our table and asked if we wanted a refill of our Pepsi, my little brother said sure she then proceeded to say “well it isn’t going to be free.” That was the final straw.

We have always enjoyed coming to matsuya for so many years and sad to say after last night, we will not be returning. The amount of food we received was so little and the service was so upsetting. I hate to have to write this review on Christmas, but it really was a shame on how we were treated after being such loyal patrons...

My most recent experience was a takeout on a Saturday afternoon. My order was done quickly and the food was delicious. I really like this location because their quality of food and customer service.

Great food and great customer service. They are very attentive and will accommodate to your dining experience.

The most recent visit I had in Matsuya was good. The food was delicious. For those that have allergies with specific foods please advise the waiter or waitress while ordering. Be mindful that habachi style foods are made in the same place so you have to let them know so that they may make your food separately. We didn’t go to the habachi table this time but the habachi chef came to us and made sure that our food was good. Which it was delicious ! The habachi entrees comes with soup and salad prior to the actual entree coming so by the time it comes your stuffed. This time around I ordered the shrimp habachi which was so delicious. The sauce that they cook with is just tasty and just right. The rice that they use is the same rice as what they use for sushi which is sooooo good and in...