Japan House III — Restaurant in Springfield

We’re longtime fans and have been excited to have a location closer to home. We’ve ordered from this new location dozens of times — dine-in, delivery, and pickup. Unfortunately, our most recent experience left us really disappointed.

I had placed a pickup order through the website (via Google), selected to pay in person, and when I arrived, the staff couldn’t locate the order. I couldn’t pull it back up, so I offered to just pay and reorder on the spot — but rather than accommodate that, I was repeatedly asked the same questions, passed around between staff, and even handed someone’s personal cell phone to speak with another store. After a few minutes of confusion, I felt so overwhelmed and embarrassed I had to leave.

I genuinely hope the team receives more training on how to handle order mix-ups with more empathy and flexibility. Accidents happen — but how you recover them is what defines a...

I normally order from the Japan house location in Goodlettsville and tonight when my boyfriend went to order I guess it changed the location to the one in Springfield. Right when he submitted the order he saw the address and immediately called the location to ask to cancel it. The restaurant let us know the goodlettsville location was closed (which was probably why when we ordered it changed the location) and we asked for a refund. They told us they couldn’t cancel the order but if we wanted to come in they’d give us the refund. They hadn’t even started the order yet so I don’t understand why they couldn’t just cancel it and refund us, other stores are capable of doing that so why couldn’t they. Really annoying that we paid them for...

My chicken tempura appetizer was forgotten, and had to remind waitress when she brought my meal as she was walking away from me. The tempura is heavy and salty. My tofu was delicious, could have had more vegetables and the fried rice was cold and dry. None of the staff ever asked how my lunch was, if I needed anything or had questions. I did appreciate getting free refills, the fountain Pepsi was delicious, negotiated around self- service bar for utensils, sauces in frig, etc without staff nearby telling me it was okay as there were no signs. I enjoyed watching the TVs, catching up on news but not sure if...