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RAKU Asian Dinning

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RAKU Asian Dinning Reviews (1)

January 1, 2015
Dear [redacted],
This letter is in response to a complaint ID#: [redacted], regarding seating arrangement at our restaurant on December 2, 2014.
Raku is a very small size restaurant, considered to be a high volume establishment in the area.  We have 5 booths...

for 6 persons, 7 booths for 4 persons, and 10 tables for 2 persons. There are also 10 bar seats in front of our open kitchen, as well as 8 seats at the beverage bar. During peak hours, all booths are reserved for reservation guests and large parties, in order to accommodate all customers within reasonable amount of time,The customer and her daughter came in at about 6:30pm (this is usually the beginning time of a dinner rush) and asked for a table for two. At that time, our tables were all occupied accept for 3 large ‘6 top' booths and a ‘2 top’ table, and a few bar seats at the kitchen counter. I immediately offered her the last ‘2 top’ table that was available (last available table is normally the least favorite), which she refused. I then gave her the option to sit at the open kitchen bar and she refused. The kitchen bar is different than the liquor bar, We have teenagers sit there all the time. She then asked to be seated at the large ‘6 top’ booth. I politely said that they not available, and asked if they wished to wait for the next available '2 top’ table.
Then, I heard her saying to her daughter to go to another restaurant. They got into a discussion. I did not want to stand there and listen to the conversation, because I thought that would be rude. In addition, I was mindful with the fact that this customer’s demeanor had been aggressive from the beginning. So, I wanted to be careful to not get her more upset.  At this point they still had not told me if they wanted for me to put them on the waiting list or if they were going to leave. As other people were starting to form a line behind them, I had to attend to the next customers in line. A couple of minutes later she said that she would wait for the next table. She then continued with her displeasure and asked who the owner was and wanted to have my business card. I politely said that I was and gave her my business card. I can assure you that I could not have been more polite to her despite her aggressive nature. And I have learned in this type of situation, having been in business for more than 20 years, the less I say is the better, because I believe that I am in a no win situation. 
Just to illustrate the amount of business that we get, a few minutes after she was seated, I had a 30 minute average wait time at the door. And if I was to sit her at the 6 top table that she wanted, our wait would easily go beyond 45 minutes. Had she come in at 6pm or earlier, we would have been glad to sit her at one of our 4 top booths. This is why she saw 2 people sitting in small booths, because they either came early or they had a reservation, I tried to explain that to her but she would not listen.
I am sorry that this customer is upset. We are in business where absolutely essential to prioritize customer service and food quality. I never want my customers to be upset or unhappy, but I would not be in business for 20 years if my main philosophy was to make as much money as possible at all cost. Our servers never mentioned to her about making more money if we sit 4 people instead of 2. And I categorically reject that premise.
I am also sorry that she had to wait 15 minutes, but that was only because she had refused 2 possible seating options that I had offered them. I never rude to her, nor was I being careless.
I simply try to accommodate every single customer that walks in our with the utmost respect and served them the best quality food at the reasonable prices. I regret for her to think that 2 people groups insignificant to me, when we already had nine 2 people groups sitting at our ‘2 top’ tables filled that evening, upon their arrival. The customer and her daughter were as special to us as those 2 people groups that we previously seated before her. Everyone is special.
The customer failed to mention that her daughter received a complimentary dessert for her birthday.
I hope this explains my side of the story. I don’t understand what is the customer’s desired outcome, but she is welcome to call me on my direct line ([redacted]) if she wishes to discuss the matter further, Or my email address is: [redacted].I thank you for your assistance in resolving this complaint.
Most sincerely,Marcel T**
Owner

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Address: 7240 Woodmont Ave, Bethesda, Maryland, United States, 20814

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