Nakato Japanese Steakhouse & Sushi Bar — Restaurant in Springfield

I hate to write a review that isn’t 5 stars but I feel like Nakato has room for improvement. We have been coming here for over 20 years and it’s been our favorite restaurant and go to date night spot. We always splurge and get sushi and appetizers when we come here because it’s always so good. The past few visits have been pretty disappointing though. Don’t get me wrong, the food has been good. There are times things aren’t cooked the way we like them or there’s some definite cross contamination going on but overall they don’t disappoint. Honestly it has more to do with the service. The waitstaff and staff up front have started to lack kindness and compassion. We used to come in and people were so positive and happy to have you and now we feel like a burden when we come in. One chef in particular cooks way too fast and is very rude, especially towards women. The cost of the meal comes with a bit of personality and a show. Our kids love when they entertain a bit with the volcano, egg roll, etc. but he makes it clear he wants nothing to do with that. I asked for the ginger dressing since they don’t give it anymore with the seafood sauce and he gave us a dead stare like we were ruining his day asking. Once he gave us some everyone else at the table also wanted it and after he had left they also all complained and said they felt like they couldn’t ask and he ruined the experience. It changes the entire atmosphere and really makes it hard to want to go back without being able to request a specific chef. Even our youngest whom is 4 years old mentioned the chef seemed scary and mean. I recommend the chefs take a little extra time to ask which sauces everyone would like instead of assuming they only want the seafood. Or give out the seafood and then ask if anyone would like spicy or ginger. I’ve seen some of the more upbeat chefs do this. Unfortunately they do probably need to clean house and search for a few more good chefs. We know a few of the chefs personally and will speak with them when we see them next, but ever since Steve stepped away this place just hasn’t been the same. I miss that emotional connection and positive atmosphere when you walk in. I know this is an easy fix for you guys so I just felt like I needed to share our experiences. I’ll delete the review once things...

Very poor experience for a carry out order.

I called at 11:30am, right when they open, to place my carryout order for my wife and I. I was quoted 30 to 40 minutes on the phone for when my order would be ready. I arrived at noon right at 30 minutes and expected to wait a few minutes for my order which is fine.

At 12:30pm (1 hour from the time I ordered and now 30 minutes of me waiting in the lobby), I had to get up and ask the hosts where my order was. The host told me her manager was making the order in the back which I was not a great response speaking the manager was in the lobby when she said that.

I would like to note that one host was very polite and dressed like she worked there, however, the other host (the one who gave me a run-around answer) was blonde and dressed very inappropriately wearing a white cut off belly shirt with a tiger on it while all her co-worker who passed through wore all black. She was not very professional at all and didnt seem like she was even trying to be.

During my wait, I saw 4 or 5 people come in and then leave with their to-go orders which was frustrating since I called right at 11:30am so I would avoid an experience like this.

I then asked to speak with the manager. The manager was bearded with a red/black shirt. I told the manager the problem in which he said, "Well it takes 30 to 40 minutes to prepare your order." I then told him again that I ordered at 11:30am and they have had over an hour to prepare it in which he provided his same brilliant response and then walked away without saying anything else. I was trying to be pretty polite but was losing patience. I was pretty awed at the lack of customer service and the responses I was given. The manager did not apologize for the wait and didnt try to consolidate the problrm at all which baffle dme.

I did get my order shortly after and left at 12:40pm so it took Nakato and their imcompetent 1 hour and 10 minutes to prepare a very simple hibachi to-go order.

On top of all that, I got home to find the ginger sauce and seafood sauce spilled everywhere because this restaurant is cheap and only puts a flimsy layer of saran wrap on their sauce cups. This was the worst to-go experience I have had in my life by far.

I...

Let me first share I don’t often, or maybe have ever left a one star review— I just felt after my experience in Nakato, I would share some changes compared to our previous experiences.

After having come to Nakato for many years, I am sad to say it’s a vastly different experience than I’ve previously encountered. Although the food was still delicious and our chef, Zac, was excellent, the wait staff was rushed and the more seasoned seating hostess was rude, and refused to seat our party unless all of us were physically in the building.

Additionally when she asked our party size, I shared “6 and 2 high chairs” to which she quickly snapped, “So eight.” It was a very snippy encounter as our first encounter after walking in.

Our whole party was at the restaurant but my sister in law was breastfeeding her baby in the parking lot so they wouldn’t seat us without her present at the table. Thus making her feel rushed, delaying our meal time, and after our request numerous times to simply be seated and order for her, they would not accommodate.

After being seated, our server was polite but rushed. When a lady at our table asked if she could have her veggies without onion, the server shared that it would be a $2 up charge for no-onions (this was not previously a policy under old ownership). When the lady asked “why?”, the server shared that the restaurant policy is that if it’s not an allergy, any changes to the order are an up-charge fee— even if it’s less food.

As soon as chef leaves, the server brings checks and to go boxes to the table, leading you to scurry to end your meal. My husband was still eating off his plate when it was taken. Again, I don’t blame the server for this oversight, but I can sense it’s the new culture of ownership at the restaurant to turn profit, not make your guests feel like they are having a fun dining experience, as it previously was.

Additionally, the menu pricing on the early bird was out of date. The menu pricing stated $19 for the shrimp meal, but when the bill came it was $21. Again, not a big deal but a sign of the lack of excellence that Nakato once held as a staple of the Springfield...