Ginger Exchange - Watertown — Restaurant in Watertown

My husband and I have been ordering food a lot of times since they opened in Watertown ma years ago. The food is always fresh and delicious. We have placed orders for sitting in the restaurant, Pick up or delivery. Now here comes the problem we had last night. We placed an order for delivery, OVER $150 worth of food. We placed this order directly from Ginger exchange's website (screen shot photos) as we always do and it is delivered by Toast. We waited over an hour, nothing was delivered. My husband then downloaded Toast app to track the order, and it stated 20 mins to be delivered. we waited another 30 mins, still nothing. So, he called Ginger exchange and ask about our order. They informed him "we do not do any delivery, and your order has been ready for pick up" He ask why wasnt he called when the large order was sitting for so long. no response, just that he had to go pick it up. so, when he went to pick it up and again asked, showed the website, showed the confirmation of delivery. They were not helpful and gave him attitude, like this was his fault. He noticed that they only had a like a max of 3 customers sitting down, not that busy. He requested a refund for his Tip he provided during the transaction, since that was delivery charge/ tip and requested a refire of our food, besides the Sushi of course. More attitude was given to him, resistance of the requests. The person grabbed the bags and took them back to kitchen. Now to remind you.... This was now over 2 hours that our food was sitting, Dying and getting cold. So a refire request is not a unreasonable one. While waiting he noticed a lot of pick up delivery service. If you are no longer using Toast- Take it down from you website. Got worst when he got home, we could tell right away the food was just put in other bags. Dumplings Cold, mushy crab rangoons and cold from the moisture from sitting so long, etc This was the worst customer service, unprofessional and poor attempt to correct a customer's issue. Not sure what had changed recently in the restaurant.... Because when they opened and we tried their food and the service was so good, we were thinking of hiring them for catering events. We would like to hear from the owner on this matter and refund of the delivery/tip charge at least or we will be disputing the full charge...

Had high hopes based on reviews but was really disappointed. Some of the worst food I've had in a long time. Perhaps dine-in is better, but the items ordered were all subpar and my fish was spoiled. Other dishes not particularly flavorful or notable, definitely lesser than other similar restaurants with the same dishes.

1. salmon poke- a few bites in and I got spoiled fish. So there's that. Plus it was served with cold sushi rice, rather than warm rice as it's supposed to be. It came with overripe and brown spotty avocado and mango so underripe it was crunchy and flavorless. Sauce was only on the bottom of the bowl and there wasn't much of it. Pretty disappointed for a $20 bowl, the only element that was done right was the seaweed salad. 0/10 Wouldn't order again.

2. Chicken teriyaki was awful. The sauce color was all wrong, there was no flavor of soy sauce or garlic at all. Didn't taste like teriyaki AT ALL Not worth the price and wouldn't order again. Rice was okay 2/10.

3. Chicken fried rice had a nice mix of veggies. The chicken was decent, the dish overall was too wet and the sauce was bland. No flavors of umami, soy, sesame, or anything salty. I can't tell what sauce they used but I had to add my own soy sauce to the dish. This was the best thing out of the order and wouldn't order again. 4/10

Maybe they just had an off night, but none of our dishes were good, and my poke had spoiled salmon which made it inedible. Really disappointed for the money spent.

Unless the restaurant really tries to make it right I wouldn't...

USE TO LOVE THIS PLACE but after my experience here today I’m not sure about another time. I work across the street so of course I take my hour break but ended up with no food and no break! Got there my order was incorrect. I was very polite and stated that I would like it to be fixed. They attempt to fix it again and it was less food and STILL incorrect. The chief comes from the back and stares at me. Literally I guess trying to intimidate me and say to everyone “what’s wrong? It IS well done” then proceeds to suck his teeth and heads to the back. I didnt really care. I thought maybe he is upset because he feels like I’m disrespecting his food I guess. So I brush it off. I ended up asking for a refund just for me to be told that they can’t do it and they need to contact the owner. It was stated I would get a call back after they figure out how to issue a refund. I’m cool! I say great. Unfortunately I used Apple Pay so they were stuck. I walk back because I have the card in my car. I wait another 15mins just for the waiter to come from the back. Then they call the owner just so she can speak with me. I am very irritated, I never got to eat! She comes and tells me “I understand you had us make it twice already, and your trying to get a refund but you didn’t need to walk back”. Also proceeded to tell me I’ll eventually get my money at the end of the night. As a owner I guess I expected more. Again, I’ve lived out here for a few years , I work ACROSS THE STREET! For a restaurant I prompt I am highly disappointed...