Kani House - Buford — Restaurant in Sugar Hill

Worse.Experience.Ever

My wife and I visited Kani House in Buford on 5/10/23 to celebrate her birthday. After waiting thirty minutes, we were finally seated. Shortly after, the server came to take our drink and appetizer orders. While waiting for our appetizers and drinks, we noticed two groups being seated in different sections. Between the time we were served our drinks and the time our chef came to the grill, BOTH groups were already served their drinks, and the chef was already cooking their food. At this point, we had waited over an HOUR at the table. I walked up front to request to speak to the manager. At that time, he was busy, but the host said he would send him over shortly. A few minutes later, the manager, who identified himself as Tony Phin, came over. Less than a minute after he arrived, our cook also arrived. As I spoke to Tony and informed him of our experience with the wait, he seemed to care less about our concerns. He answered, " We are busy this evening, and your cook is now here." Then he began to walk off. I said, " Wait, just because the cook is here after an hour of us being seated doesn't make things right." At this point, I expected an apology, but I got the total opposite. His disposition completely changed. Tony then asks, " Have you ever managed a restaurant?" I told him yes, but what does that have to do with anything? At this point, Tony becomes COMPLETELY dismissive, rude, and disrespectful. Out of respect for the other patrons, I asked him to step into the lobby so we could speak. I told him I didn't appreciate how he handled this situation.

As a leader in my community, company, and church, I am well-versed in leadership and conflict resolution. As I spoke to him about leadership and what he should do, he became even more irritated. I explained to him that when a guest feels that his establishment has missed a customer's expectations, the first thing he should do is apologize." Of course, I thought he would take this opportunity to apologize and de-escalate the issue. He said, " Oh, so do you think the customer is always right?". I replied, " No, I do not, but in this instance, I am right."  Tony furthers the conversation with gaslighting comments, such as " You can call HQ; here is their phone number," and " I don't care if you go grab another guess as a witness, what are they going to do?". I asked another gentleman from the table to come with me to talk to Tony. He comes over, and Tony becomes more belligerent, dismissive, and disrespectful, so much so that the other gentleman walks out of the restaurant to get some air. If it weren't for the fact that 1) it was my wife's birthday, and she chose Kani House for a celebratory dinner, and 2) we waited over an hour and a half to eat, we would have left. But because the chef was nice and apologized for the experience, we decided to stay.

Tony never returned to our table to speak with the other guest. His guilt was apparent, and his pride was fully displayed that evening. There is absolutely no excuse for his actions—none!

Tony Phin is undoubtedly underdeveloped as a leader and should not be in a position of authority. He set a horrible example for the staff member who witnessed his antics, and by the looks on their faces, they were not stunned, shocked, or surprised. His gross lack of respect for me and the other nine guests was appalling. The most disturbing aspect is that Tony Phin represents Kani House as an organization. I hope this is not a cultural issue, where "leaders" feel entitled and safe enough to speak to employees in a derogatory manner, because if he is comfortable enough to speak to a frequently paying customer in that manner, then I can only imagine what the staff has endured.

Although his conduct does not warrant removal from the company, he must be reprimanded. As a leader, he is held to a higher standard. I strongly suggest extensive leadership and emotional intelligence training if he is to remain in a leadership role. As for us, neither I nor my extended family intend to visit any Kani House...

7/5/25 @ 1930hrs, Kani House has always been a special place for us to enjoy dinner until now. We lived locally and went 1x week, schedules changed it went to 2x a month and then 1x month due to moving out of the area. Because KH has been special for many reasons, I even proposed to my fiancé there. The entire staff helped make it a special moment. Planning was perfect. Tonight as usual we asked to be sat at a specific chef's table as he has always cooked for us. We were told by a young man at the front that the wait would be about 30 minutes. I agreed and said we would wait outside on the new benches. The young man said while pounding his finger on the counter: "no you must wait inside the restaurant"! My fiancé was taken back by his aggressive demeanor. At that time a tall thin gentleman (named Tony) appeared and asked if we had been helped. I stated we were waiting for a specific chef and were going to wait outside. Tony then said it was going to be 1.5hrs before we were sat. I then said we've never known to wait 1.5hrs and Tony says, you don't come on the weekend do you? I explained we usually come on Thursday and Tony in a very sarcastic tone says: "that's not a weekend day is it?" I then told him not to belittle me and he then clapped his hands in my face and says "you're not understanding or listening". At that time is when I explained that he was being less than professional and that we have never experienced this type of customer service at KH. Tony then said: while fanning his hand, "then you're welcome to leave". I then asked for a manager and he said he was the manager. I then asked for the owner and Tony said he owned the restaurant as well and if I didn't like the wait policy he didn't know what to tell me. I then asked why the new benches were added outside if patrons were not allowed to wait there. Tony then said they were added for children to play on. He then later contradicted himself and said patrons do wait at the benches and he knows this because he laid the grass and installed the benches. Several things have been learned: Tony does not own KH: Young Paik does. Tony did not install the outside benches and grass. Tony is a manager and the rudest, most disrespectful, condescending, belittling, sarcastic, unprofessional manager I've ever dealt with as well as being less than truthful. Tony is definitely not an example for any employee to follow. Tony does not appreciate long term patron loyalty. The food is always exceptional. Staff is always welcoming and respectful and know our order by heart. Tony unfortunately has ruined this for us. Our special place is no longer special. Imagine spending over $7000 over four years and this is how you're treated. We highly recommend the food -...

Me and the wife decided to give this place another try since the last time we went was when they first opened. The first time we weren't too impressed but since recently we've been there 3 times now last week of Feb and twice the 1st week of March and we have been impressed so far! The servings are huge! Specially in the evenings. I was very impressed their sushi/ sashimi servings and the slices were thick and fresh the miso soup was very tasty (temp could be a bit hotter though) the salad with ginger dressing was amazing the dressing was one of the best I've had coupled with very fresh vegetables really set me up for the main course. The appetizer we got (potato croquettes) was plenty and very tasty the kids even loved it! I've had the sushi sashimi regular which was plenty I've also had the chirashi don and both were excellent! My only compliant was the chirashi don had tilapia slices in it and I think it's a crime to serve that fish raw as I thought it was disgusting. No problem I'll just have them substitute it next time. I've also had their unagi donburi and it was very good the rice underneath was prepared excellently! The drinks me and my wife had were the mojito, old fashioned, atlanta peach and mai tai and they were all nice and strong and not watered down. I forgot the guys name but he took allot of pride in his drink creation and visited us to check on how the drinks were which I loved! The servers we had were both knowledgeable and excellent Dustin and Susana were one of the most friendliest and most attentive to ask of our needs. This place was almost perfect but there are some areas of improvement. The 2 guy receptionist could learn a thing or 2 about friendliness from Dustin as they had no energy or accommodating skills they weren't rude but did now make you feel too welcome. The bathroom needs to be renovated as I think bathrooms show also how much you care about your customers and ambiance of the place. A bit more of sprucing up on the inside and outside should help them gain more customers. Ultimately the food is where it all boils down to and it did not disappoint and as long as this does not dwindle in quality and serving sizes I will...