Osaka Sushi — Restaurant in Stillwater

If I could rate it a zero I would. I have never been treated so poorly in my life at a restaurant. We eat at the Osaka in both Woodbury and Maplewood often. We decided to try the Stillwater location since it is just a block away from our condo. We assumed it would be as amazing as the other locations and since we live so close it would be perfect and we planned to eat here often. We both ordered the Hibachi steak and shrimp to go. We ordered it online on their specific online platform. We upgraded the white rice for fried. Their ordering platform states it comes automatically with steak (which was chewy), shrimp (which was rubbery), lomein, white rice (that paid for and we upgraded to fried) , vegetables, salad and soup. It states this very clearly on their website.

When we got home and opened the containers.....No soup, No salad, No lomein and white rice. I called immediately and told them of the error. The woman on the phone said they don't serve the lomein, salad and soup with to go orders (I explained to her that their website said it does she said it's not her problem) Seriously? I asked her about the fried rice I upgraded and paid for. She said the order didn't contain it (I have the receipt proving it was and I was charged for it). No offer for them to make it for me and me pick it up, no explanation for why their website states one thing and they don't follow it (the sides that are supposed to automatically come with the meal) other than "the website is wrong".

I went there the next day asking to speak to a manager. The same rude girl from the day before said they don't have one. Who's in charge? Who do I speak to? She and the sushi chef both told me "it's not our problem", never offered to make it right and actually had the gall to try to make ME feel bad that they made mistakes. I never raised my voice, I never threatened or said anything derogatory, I simply wanted a refund at the very least for the rice they charged me for but never got.

In the end, the food was NOT even nearly as good as the other Osaka's (in fact even if I hadn't had such a terrible experience there with the bad service and over charging we wouldn't go back because what we DID get was frankly mediocre at best).

We not only won't be back, but I work at a very prominent hotel where guests ask me daily about restaurant options. I'll be sure to be honest with them about our experience there. I don't want our guests being treated as...

The customer is always right, except at Osaka. We continued eating at Osaka for years, even though the service kept declining and interior of restaurant is falling apart (like wooden booths with splinters in the seat or ants crawling on the booth). We kept going back because it is convenient, and the sushi is usually good. Today, we arrived and there was only a party of 10 people, and the rest of the dining room was empty. We were seated right away, but the ordering process resulted in us waiting over 45 minutes for our sushi. We were very hungry by the time the food came and most of it was great, but the Mexican roll (which we've eaten there at least a dozen times) had a "burnt" flavor, similar to burnt oil. We informed the server, and she asked to take one of the pieces of the roll to "Oscar" the cook/manager. We were informed that there was nothing wrong with it, and we could come back any day but Monday and Oscar would give us another one for free. We asked that it just be taken off our bill. She told us Oscar said no and we could go to the kitchen to discuss it with him, because he was too busy to come to our table. The server said she was sorry, but she is stuck in the middle between the customer and Oscar. We were so tired and frustrated that we paid the bill. On the way out, I informed Oscar that there was something wrong with it and he told me no there wasn't. I let Oscar know we'd...

We hoped to dine at Osaka on Saturday evening. They were busy and it took several minutes to even be acknowledged. Finally someone came over after at told us it would be 10 minutes. That 10 became twenty and then another couple came in and the same staffer created a space for them to sit. They didn't have reservations either. There was never an offer to us to have the opportunity to sit in the space created for the other couple. In fact after the staffer sat them, she immediately told us in a matter of fact tone that it would be another 20 minutes or so. We were the only African Americans customers and definitely didn't feel welcome by the staff and we decided to quietly leave because of the way it made us feel. We dine out frequently and were looking forward to eating at Osaka. We will not go back to Osaka Sushi in Stillwater. While it's obvious many restaurants are short staffed right now, however the way you look at, acknowledge and interact with your customers is so important. Busy doesn't give you a pass to treat some customers...