Mizu Japanese Sushi and Hibachi

Review: I ordered food which was promised to be delivered in 35-40min. After an hour and a half, I called to inquire. The [redacted] could have cared less and offered me nothing to fix it. After kindly asking for a refund, she hung up on me. I called back very upset and she hung up on me again. My husband called and she said do not call here anymore. I am so taken back by this horrific behavior. My food was horrible and ruined after sitting in someones delivery car for 1.5 hours and got hung up on over and over. What a horrible Restaurant, they should be ashamed!!!Desired Settlement: I want a full refund and I want the proper people to know how horrible my experience was with these nasty people. They should not be allowed to have a business like this or have people like this on the phone. In addition, there food is disgusting. I may be biased considering I ate 1.5 hour delivered food.

Business

Response:

I received the customer's order on 1/**/14 at 7:58pm (I have the proof of receipt here). She called 9:04pm (I can also ask my phone company to print a call-in list on 1/**/14), and complained about why she just received her food, and it has been 1.5 hours. It took us 1 hour and 6 minutes to prepare the food and get to her house. Our delivery driver was 26 minutes late regarding to my promise time (40 minutes). It was nowhere near 1.5 hours like she said.

Firstly, the weather of that night was very foggy, my delivery driver said that he could barely see the road.

Secondly, the commute between our restaurant and her house is 16 minutes drive. Plus, we were busy that night. I apologized to her again and again on the phone, and explained to her about the weather and the commute, and offered her $10 off on her order (Her total order was $17.26), that is more than 50% discount. The husband did not want to accept my offer, and insisted to argue with me, and kept saying "Let's do the math".

Thirdly, they even threatened me that: "If you don't fully refund us, we are going to tell all our neighbors and friends not to order from your restaurant any more." I was really busy at that time, so I told them to call back later, and hung up the phone.

Unfortunately, they were not concerning, and kept calling and calling for like 8 times, non-stop.... So I answered again and told them to hold on, because I have other phone orders coming in.

If possible, I would like to still offer them $10 discount if they dine in only. I did my best.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

100% Lies. It took 1.5 hours to get to me and the food was gross. There was no fog, nothing. If they are going to lie and say there is fog and its dangerous to drive, there should have been no delieveries that evening for the safety of the workers. If they are 16 minutes away, they should not promise 30 minutes for delivery ever. Please re-open as I want a full refund since after 1.5 hours, the food was ice cold and gross upon delivery. My husband could not even eat his. We threw most of it out.

Lastly...I called at 9:04pm to check the status of my food, not that I had received it. I did not get my food until well after 9:30pm hence all my phone calls in-between checking on it.

???

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Mizu Japanese Sushi and Hibachi regarding complaint ID [redacted].

Sincerely,