Kenzo Sushi — Restaurant in San Jose

Our last visit to Kenzo Sushi was last Wednesday January 23, 2019. Arrived between 1:30 and 1:45pm. Not crowded at all, lots of tables but few servers, so there was still maybe a 10 minute wait. As we were seated I noticed that the staff seemed to be much more personable than in the past. We have been here many times... it has been our go to sushi for years and always all you can eat. For us it’s mostly about variety without paying individually for everything. We are well aware of the policies around AYCE, but we were shown a “new” set of rules... charged for left over food, no sharing.... only information is that the price had gone up. I’m not fond of the new system of ordering as the servers seemed to be equally confused. We ordered our first round, 3 rolls and stuffed mushrooms. The 3 rolls came in a timely fashion, but our mushrooms were not ready yet. We noticed that the rolls were smaller and had less rice, we liked this with AYCE. Here’s where it all went down hill. We waited for the next hour to order our second round and still had not received our mushrooms. We flagged down someone which had been difficult because for quite sometime we saw no servers on the floor at all. She apologized and went to find out what’s happening and to put our second order in. She came back, with no food and told us our mushroom order just went in, apologizing again. I told her this was a horrible experience, we have been here over an hour with only one round... incomplete at that. She aplogized and told us how she had no experience in restraints, her sister had called the day before asking her to come help...we were very nice but we were very unhappy. Our server had gone on break leaving us unattended... unacceptable. We had to leave because we had somewhere else to go, but we left after being there almost 2 hours only having had 2 rounds and paying $60 for all you can eat. The very worst part was that at that point the only way to make this better at all was to comp us something.... but they brought the full bill. I remarked that we shouldn’t have to pay this whole bill, she said I’m sorry I’m not the owner. I said that I would like to speak to the owner and she just laughed. We had to go... and now I see from reading reviews that this is somewhat common so that you don’t order as much food... we will...

WORST SERVICE IN TOWN!!! I went with a group of friends for lunch. Everything was going well until half way through our meal. We noticed that the male busser was talking to another employee directly across from us about our group. They kept talking and kept looking at us. We noticed that he was talking about our female friend and commenting on her appearance. For some reason, they spoke louder and the male busser said she was really pretty but the only downside about her was her weight. We discussed the situation upon our group and then turned to the busser who only moved on to another of our friends. He directly called him out by saying "the guy in the purple shirt is really fat." My friend got really emotional and started to cry when they only laughed even harder. We started to feel very uncomfortable when the busser decided to come to our table and rudely asked my friend who had not finished his food if he was done, While already grabbing the plate. I was really mad and told him to take it already when he commented " well I was going to take it anyways." We turned to our waitress, informed her of what was going on. She then brought the manager, we explained the situation and pointed out the the busser who was making the comments and all she had to say to us was "well I just want to let you know that the meal isn't free" insinuating that the only reason we told her, was to get a free meal. The only one who had true empathy and understanding was our waitress who informed us that she had heard similar situations like ours with the same busser. Come to notice that a week later when another group of friends went, the busser is still there, making rude comments about guests. This shows a manager who clearly does not care...

We ordered take out for approximately 20 people from Kenzo's yesterday. Ordered a Large Boat and Small Boat for $158 plus change. Went to pick up the food, paid for it then brought the food home. Visitors were already arriving. Upon inspection of the food we received when we got home, we were missing all the California Roll Sushi, missing 4 Miso soups, 4 salads, ice cream, short changed on the Tempura, the gyoza, Chicken Katsu and Beef Ribs and rice!! We took pictures of the food we had received and returned to Kenzo's! After explaining the situation with the head waitress, Jaime, she informed us the portion servings on both the small & large Boat meal packages have be reduced for 6 months or more!! We were disappointed to say the least! We showed Jaime the menu we picked up when we got there and explained again that the food we received was not enough and could not have been the same amount as on the "Boat" we had ordered about a month or so ago! We went back and forth with Jaime trying to explain to her what was happening. The manager was not present on site at the time of our visit! The Bottom line, Jaime agreed to give us the California Rolls (18 pieces,) more chicken Katsu, more beef ribs, more rice, more salad, more soup and some Tempora. They ran out of ice cream, so didn't get more of that!! I told Jaime they need to replace the current menus they have up front or it's "False Advertising!!" Very disappointed, we left because our visitors were hungry and wanted to eat dinner after a two hour delay!! Moral of the story, too many hands in the kitchen and no one was accountable!! ...