Teriyaki Madness — Restaurant in Wheat Ridge

While I'm sure the food is great, the service at the Applewood location could use a bit of "seasoning", to say the least.

This was first (and last) time ordering mind you, I placed an online order for pick-up. Check out was easy which is a plus! But I stupidly forgot to adjust the pick up time to later than it stated after paying (pick up time was 11:33 am. I wanted 12 noon, since im at work and this was lunch). I figure no big deal, right? So I call the store! Which rings.... for several minutes before disconnecting. Six times.

On the seventh the phone was answered... kind of? It was shuffling and them immediate hold music. I didn't actually get to speak to a person. I was confused but waited. After a couple of minutes I hung up.

The next 14 (no I'm not kidding, fourteen) calls were all busy signals. Suspecting the phone was off the hook; I finally call a different location, who were Incredibly kind and apologetic, but set the standard their hands were tied and the only number available was the one I'd been frantically trying to reach to fix my mistake. Back to plan A of praying for an answer we go.

Finally, my perseverance paid off and I was able to reach "Toy". A grumpy woman claiming to be the store manager. The exchange- during which her time was curt and annoyed sounding- was as follows:

"Teriyaki Madness."

Me: "oh! Hi! Is this the Applewood location?"

"Yep."

Me: "oh good! Uhm... I placed an online order for pickup? But I got the time-"

"What's the name on the order?"

Me: "....wrong... uhm I was hoping to actually push it back to noon?"

"Name on the order."

Me: provides name

"It's already made and it's been sitting here. "

Me: "yeah.. haha about that. I tried calling right away but-"

"Well it's made already. I didn't answer because I have 12 people in front of me. I don't know what to tell you. "

Me: "I see... I don't suppose there'd be anyway to save it? Or remake it? I'm sorry."

"I'll see what we can do, but we're busy so I'm not gonna promise you anything."

Me: "Okay.. thanks.. and sorry what's your name?"

"Toy. And I'm the store Manager."

Me: "okay thank you..."

Not confident because cell phone? but im pretty sure she hung up as I was mid-sentence with that "okay thank you" bit.

I worked both restraunt and retail for a generous number of years. I've done all the big holidays from black Friday, to superbowls at bars, NYE, V-Day, and everything in between. Let me be clear. Busy is a legitimate state of being. And it does cause stress... with that being said?

The odds of me ever being a patron at this place again are virtually 0. I called immediately from the confirmation page the instant I realized my mistake. Does that entitle me to hot food? Not necessarily... however. The customer service alone was enough to put me off this place. There's no possible way the food is good enough to risk an encounter with Toy ever again. Doubly so because it will likely be cold.

Was there not a single soul anywhere in the building that could have answered, instead of letting it ring? That could have after abswering- Said in that hurried way "Thanks for calling Teriyaki Madness, please hold!" And let me chill while they handled the store rush?

Ignoring the phone completely, and Then taking it off the hook because it won't stop ringing is beyond unprofessional. Especially given it was a customer trying to fix an honest mistake.

If there had been a way to refund my order the way I'd placed it, I would have definitely done so. Because if this is the sort of interaction via the phone, then I am terrified to see how my food turned out.

Super disappointed in the lack of basic kindness and respect extended. And may I add as a former retail/food service worker? If that's who's running the store, it doesn't at all surprise me that they're short on...

This place was great when it opened and then suffered what seemed to be a years long period of really less than spectacular food and service. It seems they’re under new management and finally have their ducks in a row because my experience today was unlike any other.

For starters, this concept is fun and fresh. Teriyaki is rarely done right and they’ve got it dialed in pretty well. My lunch today was spectacular. I tried the chicken breast teriyaki whereas I usually get the original thigh or the fried katsu. Super flavorful, chicken is clearly marinated for plenty of time as it’s full of flavor and so juicy. Grilled perfectly. Love the yakisoba style where they toss the meat, noodles and a ton of veggies in the wok for a few minutes. Got an egg roll and some crab Rangoons both of which were so hot I’ve got a bald spot on my tongue now. Service was friendly, looks like the manager took my order. Food came out in about 4 minutes which is literally 1/10th of the time it took the last visit I had here.

Hope they keep it up as they set the bar really high...

Ordered large Orange Chicken w Fried Rice, veggies. Over 20+ Minute wait in store while 2 other walk in orders came in materially after me and got their take out :( in front of me. I got home and the 50/50 base of fried rice & veggies were 70/30 rice, and I say rice because the fried was hugely missing in action: not fried to any degree, & really token of peas carrots and no egg….the rice was really all white, and balled together. First time is my last time. Oh well, the people (3) were working hard and pleasant and I tipped them well at point of sale, yet by the time I walked out completely disappointed. To be fair on the 20-25 minute wait, there were 2 Grub Hub type pick ups, yet that in no way explains the walk-Ins like me who came in behind me to get their take out materially ahead...