"On our first visit back, we ordered a dragon roll, which is supposed to come with shrimp and crab, but instead, we were served eel. When we brought this to the server's attention and requested a new roll or for it to be removed from our bill since we hadn’t touched it, the manager responded rudely, insisting that a dragon roll does contain eel. A quick online search or a glance at their menu would prove otherwise. We ended up paying for a dish we neither ordered nor ate.
On another occasion, I discovered a hair in my to-go order. I knew it wasn’t ours, as my hair is long and my husband hadn’t even touched that container. Despite these incidents, we decided to give the restaurant another chance.
During our most recent visit, one hour before closing, everything started off well. However, I noticed a staff member running around while we were eating. When my dish arrived, I found hard pieces of something white mixed in with the sauce and rice. Upon closer inspection, I realized they were eggshells with remnants of egg stuck to them.
I notified the server, who took the shells away, only to return with a paltry offer of 10% off because the "boss" wasn't available. I asked for a new plate, but was told that wasn't possible. When I requested that my meal be taken off the bill entirely, I was firmly told that I would still be charged because the "boss" wasn't around.
A short time later, a manager approached our table with a rude attitude, asking about my issue. When I explained the problem with the eggshells, she dismissed it, saying it was common since they use eggs in the rice, and she offered no replacement. I insisted that I couldn’t eat my meal with eggshells in it and asked again for either a new dish or to remove it from my bill. She continued to argue with me, claiming I had eaten half my meal, even though I had barely taken a bite. She even suggested it was my fault for mixing my food with too much hot sauce.
After a frustrating back-and-forth for about 10 minutes, she finally agreed to remove the plate from my bill but did so with an attitude and then stormed off, speaking in her native language. This was the worst customer service I have ever experienced! I hope others don’t have similar experiences, but I know we won’t be returning. It was truly embarrassing."
