Shiki Sushi, Inc.

Absolutely horrendous excuse for customer service both by our server and upper management. Receipt date: 5/23/14, 4:54 pm; server name: [redacted] Manager: [redacted] bill total: $34.78; Tbl [redacted] Chk [redacted]We walked in first of all very surprised at how much this place had changed since last going inside. Things appeared to be fine at first, our waters came quickly, and our server came relatively quickly to greet us and to ask if we'd like anything to drink other than water. Things went downhill when our server first got something wrong with my order, and took it back to the kitchen to correct it. It took at least 30 minutes for the corrected order to come back out, as the rest of my party was completely finished eating. It also took another person in my group at least 30 minutes to receive an order that was placed at least 30 minutes prior to that as well. This all would have been totally acceptable if we were kept informed throughout the process by either our server and/or a manager. Not only was this not the casenot a single person approached us during this wait, I ended up having to go to the host station myself to ask to speak with a manager. Our server was absolutely nowhere to be found, so I took it upon myself to go seek out someone who could help us, as we were finished eating, needed water, needed to-go boxes, needed all of the typical things that are supposed to be provided during a sit-down restaurant experience. It was an absolutely awful experience, we literally saw our server once at the very beginning and that was it. Both of the managers we spoke to, including the general manager, was absolutely horrendously rude. Here is one of the conversations we had: (myself) "we're just extremely disappointed in the service and really do not believe we should be paying for any of thiswe saw some negative reviews online but chose to come back after being long time customers of the old Shiki Sushi, and are disappointed in our return experience to say the least", (manager): "If you saw negative reviews, why did you even come here? In my 30+ years of experience in this business, I know the types of customers you are: you're the type that no matter what I would take off your bill, you would never come back, so what difference does it make to me? And I absolutely cannot take off your entire check, that is not going to happen and I'm not even allowed to do that". First of all, having worked in many restaurants myself for nearly 5 years, I am 100% positive that this entire check could have (and should have) been voided when a customer has as negative an experience as this. Even if that isn't possible, saying something to a returning customer like "why did you even come here if you saw negative reviews", and basically customers like you aren't welcome here, is just sick. If I ever found myself in the position of being a General Manager of a restaurant, I would in a HEARTBEAT void a $35 check to avoid a Revdex.com complaint and customers who not only will not be back, but who will make it a point to tell everyone they know how awful the "new & improved" management is at this restaurant. Not only this, but I could never imagine in my wildest dreams talking to a PAYING CUSTOMER this way, with such incredible apathy that they're even here and to basically encourage them to not come back and that they shouldn't have come in the first place. Absolutely horrendous excuse for management. Not only will I nor the people in my party be back here, but I will make it a point to encourage all friends and family (many of whom have been to Shiki and enjoyed it prior to its renovation) to read this Revdex.com complaint and to avoid this place like the plague. If you don't appreciate and value your PAYING customers' experience, and the fact that they are return customers of many years prior, then you simply should not be in business. This management should be absolutely ashamed of their behavior. Desired SettlementSincere apologies from all management, with the realization that treating long-time, paying customers this way is completely unacceptable and unprofessional, at best. Additionally, a full refund of $34.78--the amount we paid to be humiliated for even coming into the business. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXX [redacted]Contact Email: [redacted].comGood Day Ms [redacted],After our conversation via email/yelp I received this notification. Please feel free to contact me with your contact info address etc to send you a full refund check for your purchase amount of $34.78. I again am truly sorry for the way things were handled and as mentioned proper actions have been taken to ensure this would never reoccur.[redacted]General Operations ManagerShiki SusTasu Asian Bistros Consumer Response Please send the refund check to:[redacted] XXXXXThank you for the resolution.Final Business Response It is my pleasure and I am sincerely sorry for your experience. [redacted]