Fuku Sushi — Restaurant in Tucson

Trigger Warning: Karen Complaint, but Valid

Man, I hate doing this...but it has to be done. I used to love this place, I've been eating here for years. Unfortunately I will no longer be indulging in that same ritual, here's why:

I like to give anywhere I eat a 'buffer' for mistakes, just like baseball: 3 strikes then you're out. My most recent order was that third strike.

Normally, the food from Fuku is delicious! Their menu is focused but still provides interesting options and that's the reason I opt for them as opposed to other sushi joints. As of recently, the decline in service and food quality is difficult to ignore.

This afternoon I tried calling their number to place an order directly, the phone rung, a person picked up the phone, and instead of answering they hung up immediately. I figured, 'Oh must have been an accident' and tried calling back, again same response. I understand if they don't want to take phone orders, particularly during a pandemic, but whomever was picking up the phone could have TOLD me that as opposed to hanging up immediately. A disconnected phone line would have been far more polite than being hung up on twice with no explanation. Poor customer service, but whatever though, right? It's just as easy to place an order on Door Dash, so I opted to do so instead. When I received my order, my disappointment grew with each to-go box opened. The rolls seem to have been made carelessly, (again) some rolls were not rolled tightly, many of the cuts between pieces were incomplete. The lack of complete cuts made each piece fall apart when removed from the roll, providing an unnecessarily messy experience of what should be a neat and bitesized meal. Additionally, no chopsticks and only 3 packets of soy sauce for 5 rolls of sushi seems a bit stingy, but again, whatever right? 4.What really pushed my dissatisfaction from bummed to 'let's take this to the internet' was the last box opened. I'd like to add the caveat that EVERY single time I order a roll, I am always sure to specify no avocado. I have a mild allergy to it, and though it won't result in anaphylactic shock it does leave me uncomfortable with an itchy feeling in my mouth, throat, ears, and chest that lasts a few hours. One of the five rolls I ordered had avocado in it despite my specific instructions. If I had known those instructions had been ignored, then I'd be able to separate the avocado from the roll or opt not to eat it. Instead, I ate half the roll wondering why my mouth was tickling...then I discovered it. Now I get to enjoy the remainder of my evening physically uncomfortable and financially upset that I paid $63 for messy food and an allergy inflammation. Because of this, I feel like I was conned out of my money. I don't mind paying the prices listed on their menu, but I have an expectation just as any person would....Which frankly, is the bare minimum: make sure your food is assembled correctly and completely, and follow simple modifications given in the order. Overall, I don't wish for this business to suffer, nor am I attempting to dissuade people from dining there. What I do want is ownership over these careless mistakes and improvement with CONSISTENT results. Patronage to any restaurant, no matter how loyal the customer, is based on quality of experience. Unfortunately my past few experiences, and particularly this last one, have left me with a bad taste in my mouth...

Completely disgusted with my order and the customer service. They apparently can not keep up with their quality controle during the pandemic and make little effort to satisy their customers using apps to order. I ordered a Las Vegas roll and asked for extra sauce on the side. Extra sauce on the side would mean I want the sauce it comes with, plus an aditional ammount on the side. Their response to my order was to remove all sauce from the item and then procede to not add any sauce on the side. If you have ever have a Las Vegas roll you know that the sauce is what makes the dish. It would be like ordering chicken alfreado and then only getting chicken and noodles. The second most unique feature of this item is that it is battered and then fried. Most experienced sushi cheffs will then pat the item dry and then serve it in a traditional sushi box. Well not these guys. They left it covered in grease so that by the time the item arrived the breading had congealed into a goo then just threw it in a random noodle box.

Terayaki bowl was very oily and somehow full of water on the bottom. California roll had no ginger or wasabi in it. I have never recieved a basic roll with no ginger and wasabi.

I called and asked to speak with the manager and she told me that there was nothing that I could do because it was through a delivery service. I could either come all the way out there (I just paid over $20 in delivery fees and tip because that was not an option), or I had to contact postmates to get it fixed. I explained that I had used Uber Eats, so I could tell that she did not even make the effort to look up my order.

For a company relying primarely on delivery during the pandemic they need to be willing to go the extra mile to keep every customer. I was not offered a coupon or to even put my name on a list for a replacement item in the future. I understand that accidents happen but they were given a polite opportunity to fix the problem.

Dear Owner, if I am contacted directly and an appropiate solution is made. I will remove this post. I am hoping this was a bad day and I am willing to give you one last chance to do whats right. This was suppose to be a special meal for the family and my experience was horrible.

If you still see this post my fellow customers. No effort...

bear with me till the end, but sometimes they really put the "fuku" in fuku sushi. nearly 1 out of 5 times you order from them or (one of their 10 ghost kitchens -- "yumi japanese eatery" "harbor sushi" "hana hawaiian grill" "mateo's taqueria"), the order is stolen due to the lack of diligence by staff to verify the order is going out to the correct delivery driver. they'll then tell you that someone must have verified it, then canceled it to take for themselves -- but that can't be true because my poor delivery person is still there after an hour, the same guy who was initially assigned my order. this happens frequently.

but you know what, i'll keep it real. the reason i know this happens 1 out of every 5 times is because for some reason, i can't stay away from that BOGO sushi or BOGO burrito deal -- i've ordered it nearly 2-3 dozen times. it's not anything to write home about by any means -- they use the same sushi rice in their burritos. but it sure does the trick in a pinch. maybe it's my fault for falling for a bogo "deal" ... maybe my weakness for a "deal" is what's really 2 stars (fool me once, shame on you -- fool me twice, shame on me -- fool me three times, that's double the shame on me. Fool me four times? Shame back on you, actually. At this point you're picking on a vulnerable man -- something has obviously gone wrong with me and it's basically bullying but fool me five times? Shame back on me -- sure, i'm vulnerable but i gotta take some personal responsibility at some point.)

one thing's for sure -- when orders are backlogged an hour out because you got the same three chefs making delivery orders for half a dozen different ghost kitchens while 30 college students cram into a makeshift club blasting music that can be heard from half a mile away every thirsty thursday... i can understand why a delivery person would want to forgo the wait and just snatch a free meal. Please, do better at verifying your delivery orders -- or not, i'll probably keep ordering

edit: 9 months later, i decide to try and pick up an order from then, just to see if they've gotten any better -- nope. i came a long way just to pick up an order that wasn't confirmed by staff, and subsequently stolen. the customer and the delivery driver is constantly "fuku'd"...