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Kabuki Corporation

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Reviews Kabuki Corporation

Kabuki Corporation Reviews (2)

Re: ID# ***To whom it may concern,We are terribly sorry this couple did not enjoy their experience with our restaurantWe believe there has been a misunderstanding surrounding the potential seating on the 26th of MayAfter the phone conversation with the customer on May 26th we questioned the
parties involved to better understand the situationWe appreciate you contacting us, as we do our best to make our customers as happy as possible and any feedback is essential to constantly improving our customers’ experiences.The first complaint during the phone conversation was about a woman who came by the podium and did not greet the customerThis person was not a part of our staff, and we apologize if it seemed that she was soShe did work with us previously, but was a customer that evening and was passing by the podium on her way to the restroom.The second complaint during the phone conversation was about the hostessShe greeted this couple after preparing the tables for the 7:reservations that had been seated (It is standard practice for us to give customers a 15-minute grace period to arrive for their reservation while our grills warm upAfter the grills have reached the appropriate temperature, we remove the extra place settings from the table so the chef can get started.) It is understandable that it may appear she was absent from her duty, but that was not the caseThe host answered the phone after excusing herself for a moment.The manager that evening then approached the podium after attending to sushi customers, and checked the couple in for their reservationThe seating time for their reservation had passed, and in order to determine the table where they should be seated, the manager needed to consult the host who had finished closing the tables a moment earlierThe manager let the customers know it would be a couple of minutes, and waited for the host to complete taking the reservation on the phoneAfter the host was finished, the manager and the host consulted each other to see if there were any tables where the place settings had not yet been removedThis would facilitate the couple having a chef at their table faster, rather than starting a new table for them.When the customer asked how long it would be again, the manager stated it would be a couple of minutes, and then proceeded to check the dining room in person to speed up the processWhile the manager checked the dining room, the couple leftAccording to the lobby camera, from the time the customers entered the lobby to the time they exited a total of minutes had passedIt is understandable that this can seem like a long time when waiting and we strive to make the customer’s wait as short as possibleUnfortunately, in this case we required a few moments to accommodate themThe manager then checked outside for the couple, in case they were having a cigarette while they were waiting for their table.The wife of the couple called back after they left to submit a complaintDuring this phone call, the manager explained that she was the only manager, and that the owner is above herThis is, in fact, the caseWhen the customer was not satisfied with the manager’s explanation, the manager then encouraged the customer to contact the owner to discuss the issueAt no point did the manager onduty hang up on the customer.We believe that misunderstanding has allowed for this situation to be seen out of contextAfter investigating the situation, we believe that the manager’s intentions to accommodate the couple’stardiness for their reservation was misinterpreted as intentional delay, as was stated by the customer during the phone call on May 26thThe manager did not have an issue seating the couple, other than which table to use to accommodate them, and had no personal intention toward the customerThis misinterpretation may have contributed to the misquoting in the complaint.The feedback received from the phone call on May 26th has caused us to look at our seating process and streamline the information available about table status a great dealWhile we cannot offer this couple compensation, as nothing was ordered or purchased, we can offer a house appetizer on their next visit. Thank you again for the feedback.Sincerely,Kabuki Japanese Steakhouse

Review: We went to Kabuki in order to celebrate our 4th wedding anniversary on 5/26/16 and when we walked in there was NO ONE at the greeter station, after standing there for 5 minutes a oriental lady greeter came to the booth and we asked to be seated. She got a phone call and told us to wait, this was an additional 5 minutes of standing, then a white lady with a kimono came to the greeter booth and talked to the other girl and they were whispering, I asked the "MANAGER" the white lady if we can be seated and she rudely stated " I TOLD YOU IT WOULD BE A MINUTE" I said "EXCUSE ME WHAT DID YOU JUST SAY TO ME?" after her rude low class display of lack of manners myself and my wife decided to leave. She then went to the door as we sat in the car and came out to look for us in the parking lot. I called back and asked for a manager and the same white lady answered the phone and said that she was the manager of the entire place, and I told her but you are not the owner, and we will notify them of your poor service, and she said she didnt care and hung up. I am a retired officer in the marine corp and this is the rudest most deplorable display of customer service ever, also let me mention, there WERE NO CUSTOMERS IN FRONT OF US, WE WERE THE ONLY 2 CUSTOMERS WAITING TO BE SEATED!Desired Settlement: I feel that we should be due something from Kabuki for the rude customer service and that we had to leave to go somewhere else for our anniversary after the poor service from the "manager" who says she runs the entire resturant and has no boss.

Business

Response:

Re: ID# [redacted]To whom it may concern,We are terribly sorry this couple did not enjoy their experience with our restaurant. We believe there has been a misunderstanding surrounding the potential seating on the 26th of May. After the phone conversation with the customer on May 26th we questioned the parties involved to better understand the situation. We appreciate you contacting us, as we do our best to make our customers as happy as possible and any feedback is essential to constantly improving our customers’ experiences.The first complaint during the phone conversation was about a woman who came by the podium and did not greet the customer. This person was not a part of our staff, and we apologize if it seemed that she was so. She did work with us previously, but was a customer that evening and was passing by the podium on her way to the restroom.The second complaint during the phone conversation was about the hostess. She greeted this couple after preparing the tables for the 7:00 reservations that had been seated (It is standard practice for us to give customers a 15-20 minute grace period to arrive for their reservation while our grills warm up. After the grills have reached the appropriate temperature, we remove the extra place settings from the table so the chef can get started.) It is understandable that it may appear she was absent from her duty, but that was not the case. The host answered the phone after excusing herself for a moment.The manager that evening then approached the podium after attending to sushi customers, and checked the couple in for their reservation. The seating time for their reservation had passed, and in order to determine the table where they should be seated, the manager needed to consult the host who had finished closing the tables a moment earlier. The manager let the customers know it would be a couple of minutes, and waited for the host to complete taking the reservation on the phone. After the host was finished, the manager and the host consulted each other to see if there were any tables where the place settings had not yet been removed. This would facilitate the couple having a chef at their table faster, rather than starting a new table for them.When the customer asked how long it would be again, the manager stated it would be a couple of minutes, and then proceeded to check the dining room in person to speed up the process. While the manager checked the dining room, the couple left. According to the lobby camera, from the time the customers entered the lobby to the time they exited a total of 4 minutes had passed. It is understandable that this can seem like a long time when waiting and we strive to make the customer’s wait as short as possible. Unfortunately, in this case we required a few moments to accommodate them. The manager then checked outside for the couple, in case they were having a cigarette while they were waiting for their table.The wife of the couple called back after they left to submit a complaint. During this phone call, the manager explained that she was the only manager, and that the owner is above her. This is, in fact, the case. When the customer was not satisfied with the manager’s explanation, the manager then encouraged the customer to contact the owner to discuss the issue. At no point did the manager onduty hang up on the customer.We believe that misunderstanding has allowed for this situation to be seen out of context. After investigating the situation, we believe that the manager’s intentions to accommodate the couple’stardiness for their reservation was misinterpreted as intentional delay, as was stated by the customer during the phone call on May 26th. The manager did not have an issue seating the couple, other than which table to use to accommodate them, and had no personal intention toward the customer. This misinterpretation may have contributed to the misquoting in the complaint.The feedback received from the phone call on May 26th has caused us to look at our seating process and streamline the information available about table status a great deal. While we cannot offer this couple compensation, as nothing was ordered or purchased, we can offer a house appetizer on their next visit. Thank you again for the feedback.Sincerely,Kabuki Japanese Steakhouse

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Description: RESTAURANTS

Address: 3503 Franklin Rd S W, Roanoke, Virginia, United States, 24014-2292

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