Tatsu Sushi

Complaint: [redacted] I am rejecting this response because: The owners of Tatsu restaurant have not addressed my complaining nor have they addressed my request for a refundThe owner most definitely followed me outside of the restaurant and down the street and most definitely conducted herself in the most unsavory manor- she did in fact yell and there were several witnesses to this including other outside patrons of another restaurant who came over and spoke to my family after she left The owner made zero attempts to remedy the situation, unlike her claims of customer satisfactionIn fact she outright refused my request to make a different food item (which costs less than what we paid for) It was also stated by Tatsu Sushi that we ordered avocado roll and Ca roll, when in fact we did notWe ordered negihama (yellowfin tuna) and Ca rollBoth of which were very fishy smelling and tasted rancidI had asked if we could please replace our rancid food with an avocado roll, as that did not contain any fish, which I thought was a reasonable request considering how unsatisfactory our meal wasWe literally threw away all of our lunch in the trashA complete waste of money The owner told me she had never received a complaint in the years they have been thereI ask that you look up your online reviewsSeveral patrons had eerily similar experiences to our familyOne patron complained of spoiled mayonnaise in the CA roll, and said the owner got very angry when she pointed that outShe also refused to make something else for that customerOther patrons report that the owner yells at the staff in front of customers and feel very uncomfortable about thatAnother review states the fish as being unfresh as wellLike any restaurant or business there of course will be satisfied customers and I am not here to dispute that some people do like this restaurantI'm guessing spoiled food does not get presented every dayHowever, there is no place of business that has never received a complaint (which was an outright lie that the owner was loudly proclaiming in front of the entire restaurant in attempt to invalidate my concerns about the food I was bringing back) I am not making up this experienceWhat benefit do I have in doing so? I simply wanted them to remake my order and it turned into a very distrispectful and unkind display of ego on the part of the owner If customer service is really a key component to your restaurant, I should at the very least been offered a meal replacementI am requesting a refund for the monies I paid for spoiled foodTatsu Sushi you know very well I am not the only customer who has had this very experienceSimply look on ***Diners have complained many times about poor customer service and spoiled food I am a local business owner myself and I'm appalled at your horrid customer serviceI wouldn't dream of treating people this way, I was harassed and yelled at in front of my family and the entire restaurantThe least you can do is refund my money Sincerely, [redacted]

From: *** *** *** Sent: Thursday, June 15, 10:PMTo: *** ***Subject: Tatsu Sushi
On 5/31/a family placed a order for take outThe take out consisted of avocado rolls and California rollsI want to explain a brief summary
about our business before going to problem that has occurredBeing in this restaurant business for more than years and specifically in this location for years should speak for itselfAs a restaurant owner and manager I make sure the whole team at Tatsu Sushi believes in "kaizen"A Japanese business philosophy of continuous improvement of working practices, and personal efficiency. Our success is because we are surrounded by a highly talented team that has a relentless passion and desire to be great in everything we do.
Unfortunately I believe there was many miscommunication that has happened on 5/31/with one of our customersA customer had ordered take out and apparently they did felt like the crab had some type of smell to it but California rolls at any Japanese restaurant is like your bread with olive oil and vinegar dipping sauce at a Italian restaurantIt is your go toWe sell so many California rolls a day and even had customers that day dine in before her and no customers had said anything about itAfter each meal our staff is trained to ask our patrons how their experience is and if there negative feedback they have to report it to the chefsAll of our staff here at Tatsu Sushi want to help and provide what customers needs all the timeWe go out of ways constantly on numerous occasions just to make customers walking out of this restaurant with a smile on their faceWe serve customers with a passion and only want to resolve things the best we canThere were no yelling on our part that dayWe are appalled to see the customer not trying to understand what we have to say and what seemed like whatever we were willing to do was not going to satisfy them.In the restaurant industry we work to find a solution for whatever the customers are looking for; 99% of the time the customer is open and we are successfulEvery person who walks through our doors has their own personal expectation of what kind of experience they are looking for and who they think we areWhen their expectation of who they think we are does not remotely match who we are, there can be a problemIt is very difficult to handle this notion in our industry, and I imagine it is the same for any industry that centers around people…we try to make people feel happy and taken care of all time

Complaint: [redacted]I am rejecting this response because: The owners of Tatsu restaurant have not addressed my complaining nor have they addressed my request for a refund. The owner most definitely followed me outside of the restaurant and down the street and most definitely conducted herself in the most unsavory manor- she did in fact yell and there were several witnesses to this including other outside patrons of another restaurant who came over and spoke to my family after she left.
The owner made zero attempts to remedy the situation, unlike her false claims of customer satisfaction. In fact she outright refused my request to make a different food item (which costs less than what we paid for) It was also stated by Tatsu Sushi that we ordered avocado roll and Ca roll, when in fact we did not. We ordered negihama (yellowfin tuna) and Ca roll. Both of which were very fishy smelling and tasted rancid. I had asked if we could please replace our rancid food with an avocado roll, as that did not contain any fish, which I thought was a reasonable request considering how unsatisfactory our meal was. We literally threw away all of our lunch in the trash. A complete waste of money. 
The owner told me she had never received a complaint in the 15 years they have been there. I ask that you look up your online reviews. Several patrons had eerily similar experiences to our family. One patron complained of spoiled mayonnaise in the CA roll, and said the owner got very angry when she pointed that out. She also refused to make something else for that customer. Other patrons report that the owner yells at the staff in front of customers and feel very uncomfortable about that. Another review states the fish as being unfresh as well. Like any restaurant or business there of course will be satisfied customers and I am not here to dispute that some people do like this restaurant. I'm guessing spoiled food does not get presented every day. However, there is no place of business that has never received a complaint (which was an outright lie that the owner was loudly proclaiming in front of the entire restaurant in attempt to invalidate my concerns about the food I was bringing back) I am not making up this experience. What benefit do I have in doing so? I simply wanted them to remake my order and it turned into a very distrispectful and unkind display of ego on the part of the owner.
If customer service is really a key component to your restaurant, I should at the very least been offered a meal replacement. I am requesting a refund for the monies I paid for spoiled food. Tatsu Sushi you know very well I am not the only customer who has had this very experience. Simply look on [redacted]. Diners have complained many times about poor customer service and spoiled food.
I am a local business owner myself and I'm appalled at your horrid customer service. I wouldn't dream of treating people this way, I was harassed and yelled at in front of my family and the entire restaurant. The least you can do is refund my money. 
Sincerely,[redacted]