Nakama Japanese Steakhouse and Sushi Bar

I.D#*** Ms ***: I am writing in response to a complaint filed against Nakama Japanese Steakhouse $ Sushi Bar submitted on April 2, , by Ms*** ***Ms*** called our South Side location at approximately 9:30pm on Saturday, April to place, a takeout orderThe
order was initially taken by our host, JesseMs*** wanted to place an order with for a dinner with a specific request that we alter our vegetable stir-fry to meet her request for no zucchiniShe was told by Jesse that on Friday &Saturday nights we cannot accommodate any requests for substitutions or alterations of our typical menu itemsAt this point, Ms*** asked to speak to a managerShe was referred to our managerSang W**, who apologized for the inconvenience and reiterated what she had already been told by our hostHe explained to her that due to the extreme high volume of customers dining in the restaurant on Friday & Saturday nights (we average approx- customers on Friday & Saturday dining with us) coupled with the very high volume of takeout orders that, we receive on the weekend (approxper night) we have been forced to Instate this policy in order to maintain a consistent level of serviceSubstitutions & alterations in our existing menu items slow down the production in our, kitchen which affects not only the service time of customers dining in the restaurant but also the other take out orders we are trying to fulfillIt was also explained to her that these requests are able to be accommodated Sunday-Thursday, but no longer on Friday or SaturdayShe was very agitated with our policy but still made the decision to order Sesame Chicken & Hibachi Shrimp to-go.When she came to pick up her order she again asked to speak with a managerThe floor manager who was on duty that evening, David K*, approached her at the host/hostess stand and listened to her complaintHe reiterated our policy at which time Ms*** spat on his neck and stomped out the front doorThe restaurant & bar area were filled with customers who witnessed this displayWe apologized to our customers for having to witness this disgusting interaction while they were in the process of eating their mealsMrK* contemplated filing a police report but until this point had decided not to move forward with it.Please let me know if you require any further information. Thank you, Renee M*** Manager, Nakama Japanese Steakhouse & Sushi Bar

Review: On Sat Apr 2 I called Nakama's restaurant to place a carryout order. I requested that zucchini be withheld from my order due to a food allergy. I was advised continously that my request could not be accomodated. I have been a consumer at this establishment for well over 10 years and have never had a problem with my request. I then spoke with Zack, who claimed to be the manager. Zack was even less accomodating. He advised that there were over 300 patrons in the restaurant so my request may or may not be fullfilled. I was told that I must order the zucchini as part of my meal regardless of being allergic. I am very dissatisfied with the service I received and would appreciate this situation being looked into further.Desired Settlement: I would like a refund on my entire order.

Business

Response:

I.D. #[redacted] Ms [redacted]: I am writing in response to a complaint filed against Nakama Japanese Steakhouse $ Sushi Bar submitted on April 2, 2016 , by Ms. [redacted]. Ms. [redacted] called our South Side location at approximately 9:30pm on Saturday, April 2 to place, a takeout order. The order was initially taken by our host, Jesse. Ms. [redacted] wanted to place an order with for a dinner with a specific request that we alter our vegetable stir-fry to meet her request for no zucchini. She was told by Jesse that on Friday &. Saturday nights we cannot accommodate any requests for substitutions or alterations of our typical menu items. At this point, Ms. [redacted] asked to speak to a manager. She was referred to our manager. Sang W**, who apologized for the inconvenience and reiterated what she had already been told by our host. He explained to her that due to the extreme high volume of customers dining in the restaurant on Friday & Saturday nights (we average approx. 600 - 700 customers on Friday & Saturday dining with us) coupled with the very high volume of takeout orders that, we receive on the weekend (approx. 100 per night) we have been forced to Instate this policy in order to maintain a consistent level of service. Substitutions & alterations in our existing menu items slow down the production in our, kitchen which affects not only the service time of customers dining in the restaurant but also the other take out orders we are trying to fulfill. It was also explained to her that these requests are able to be accommodated Sunday-Thursday, but no longer on Friday or Saturday. She was very agitated with our policy but still made the decision to order Sesame Chicken & Hibachi Shrimp to-go.When she came to pick up her order she again asked to speak with a manager. The floor manager who was on duty that evening, David K*, approached her at the host/hostess stand and listened to her complaint. He reiterated our policy at which time Ms. [redacted] spat on his neck and stomped out the front door. The restaurant & bar area were filled with customers who witnessed this display. We apologized to our customers for having to witness this disgusting interaction while they were in the process of eating their meals. Mr. K* contemplated filing a police report but until this point had decided not to move forward with it.Please let me know if you require any further information. Thank you, Renee M[redacted] Manager, Nakama Japanese Steakhouse & Sushi Bar