Kumo Sushi

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find this resolution satisfactoryHowever, although this issue was resolved, I would like to note that it was very difficult in obtaining a resolution to this conflict from the companyThey have been difficult and lacking in their customer service from the startWhen I was finally contacted by the company and informed that I would be receiving a full refund, it was not the [redacted] who contacted me, but the ***'s friendI find this method very unprofessional and felt that the "apology" I was granted (from a "middle-man") immensely lacked sincerity from the companyI will mark this complaint as resolved however, I will never dine here againI will not remove any negative reviews that were posted online and I will never recommend this restaurant to anyone Regards, [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
During the incident out of of the crab sticks were leftWe would not have eaten any of the meal, had we found the inedible plastic in our food earlierThe *** did not offer us any other option besides a 10% discount or tuna rolls (my appetite was gone after and I was disgusted after finding plastic in my food)I do not feel I should have been made to pay for food that was inedibleWe also ordered more food during the initial orderThe entire meal was not originally presented to usI had also ordered single sushi pieces but it never arrivedThe *** offered 10% ($off total bill) for a meal that was unsatisfactory in many waysHe offered nothing else and no apologyI want a full refund for the horrible meal I was servedIf this issue is not resolved I will personally be contacting the health department
Regards,
*** ***

The business called to say he issued a full refund to the customer.

Spoke with the business. The customer did order 5 crab sticks. They had eaten all but one and then they found a plastic wrapper on one of the sticks. The customer was offered a 10% discount, as...

most of the food had already been eaten or they were offered to have the meal made again. The customer declined the new meal and accepted the 10%. Once they left they filed a complaint and the business does not feel that is fair because they were offered and accepted the 10% discount.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find this resolution satisfactory. However, although this issue was resolved, I would like to note that it was very difficult in obtaining a resolution to this conflict from the company. They have been difficult and lacking in their customer service from the start. When I was finally contacted by the company and informed that I would be receiving a full refund, it was not the [redacted] who contacted me, but the [redacted]'s friend. I find this method very unprofessional and felt that the "apology" I was granted (from a "middle-man") immensely lacked sincerity from the company. I will mark this complaint as resolved however, I will never dine here again. I will not remove any negative reviews that were posted online and I will never recommend this restaurant to anyone.
Regards,
[redacted]

Review: I am a regular costumer there. Even though the service is not always good, I love the food there. Since I go often, I know the menu pretty well. On Thursday 5/*/15 around 7:30pm I ordered beef yaki and instead they brought me the udon beef noodle soup. I kindly told my waitress that she had brought the wrong thing, I guess that made her mad and aggressively took the soup. Later she bought me the fried noodles but I noticed that what they did was that they used the same noodles from the soup and tried to make me believe they had made a new plate of noodles. I called her over and explained that I knew what the beef yaki looked and tasted like and this was all wrong. She tried to convince me that they made a new one but I knew it was a lye . I just told her I didn't want it and didn't order anything else and ate from what my boyfriend had ordered. Then my boyfriend asked for hot sause and the check , she bought the check but not the hot sause. I checked the receipt and noticed they were charging me what I didn't even eat! I asked for it to be removed and she said she couldn't because I had ordered it. I told her it was obvious that I didn't eat it and she said that those were the rules. I told her I had worked as a waitress and I had never heard that before and I asked to talk to the [redacted] which she said was not there. We ended paying the whole check because they were not letting us leave without paying the whole thing. My boyfriend payed in credit card and she denied us a receipt . The next day I called to speak with a [redacted] and the young lady told me to hold on and heard her talk to someone in her language and then told me the [redacted] wasn't there , when asked around what time I can call back she raised her voice saying she didn't know. I realized I was never gonna be able to talk to a [redacted] and then my sister told me about you guys and how professionally resolved her problem.Desired Settlement: I'm not planning on going back but I would like a refund and would like to know if this is really a policy of theirs, that you have to pay for food that you don't like and don't eat.

Review: I recently visited this sushi restaurant in [redacted] (on 1/26/2014). While I was eating the tempura crab sticks I had ordered, I bit into a hard, piece of clear plastic. The entire crab stick was still in its original, plastic packaging. When I brought this issue to the attention of both the waitress and the [redacted], they both explained that it was "only the plastic wrap of the crab and that it happens sometimes". Then, the [redacted] tried to brush it off and explained that our order of FIVE crab sticks (rather than 2 or 3) was large and it confused the [redacted] enough for him to batter and fry a piece of plastic covered food. The [redacted] and the waitress never apologized for the inedible quality of my food. I am appalled by their lack of customer service. While speaking to the [redacted] he seemed rude and annoyed. He finally begrudgingly offered 10% off of the bill saying "10% off of the bill is the best we can do". Then, he just walked away.Desired Settlement: I desire a FULL refund (NOT in the form of a gift certificate) for the "meal" I was required to pay for as well as an apology in writing for the way I was treated. I would also like the health department to look into this matter as I am unsure of the cleanliness of the non-dining area of the restaurant.

Business

Response:

Spoke with the business. The customer did order 5 crab sticks. They had eaten all but one and then they found a plastic wrapper on one of the sticks. The customer was offered a 10% discount, as most of the food had already been eaten or they were offered to have the meal made again. The customer declined the new meal and accepted the 10%. Once they left they filed a complaint and the business does not feel that is fair because they were offered and accepted the 10% discount.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

During the incident 3 out of 5 of the crab sticks were left. We would not have eaten any of the meal, had we found the inedible plastic in our food earlier. The [redacted] did not offer us any other option besides a 10% discount or tuna rolls (my appetite was gone after and I was disgusted after finding plastic in my food). I do not feel I should have been made to pay for food that was inedible. We also ordered more food during the initial order. The entire meal was not originally presented to us. I had also ordered single sushi pieces but it never arrived. The [redacted] offered 10% ($4.00 off total bill) for a meal that was unsatisfactory in many ways. He offered nothing else and no apology. I want a full refund for the horrible meal I was served. If this issue is not resolved I will personally be contacting the health department.

Regards,

Business

Response:

The business called to say he issued a full refund to the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find this resolution satisfactory. However, although this issue was resolved, I would like to note that it was very difficult in obtaining a resolution to this conflict from the company. They have been difficult and lacking in their customer service from the start. When I was finally contacted by the company and informed that I would be receiving a full refund, it was not the [redacted] who contacted me, but the [redacted]'s friend. I find this method very unprofessional and felt that the "apology" I was granted (from a "middle-man") immensely lacked sincerity from the company. I will mark this complaint as resolved however, I will never dine here again. I will not remove any negative reviews that were posted online and I will never recommend this restaurant to anyone.

Regards,