Complaints

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to saitos *********** location on Sunday January 15,2023 at 7:15. We sat for about an hour before I had to say something to the hostess to be sat down. As we ordered our food I told the waitress that my daughter and I have a severe food allergy to mushrooms. We ordered shrimp tempura as appetizer or a. In the menu it doesnt say that it comes with fried vegetables (I ate a shrimp) my boyfriend ate the rest and bit into a fried mushroom. When the chef came to the table 45 minutes later he confirmed our orders and confirmed of the food allergy for 2 people in the table. He proceeded to to start with the veggies in which he had 2 separate plates one with mushrooms and one without. He started cooking the one with out and then placed the one with mushrooms next to it. We told him you cant do that he asked the waitress to have the kitchen cook the veggies. He started cooking the shrimp in the same table without cleaning it. We again told him of the mushroom allergy. He started to get annoyed and said that I am its not touching. He mixed the mixed the veggies with the same utensils right infront of us. He scooped butter without cleaning it. At that point he wasnt listening and he clearly didnt care. My boyfriend told him if any of our food is contaminated we can go into anaphylactic shock. The ********* whatever man at that point I couldnt risk our life and got up and left. We paid for our drinks and appetizers and left. That chef has a nasty attitude and doesnt care about anyones life.

  Business response

  01/18/2023

  Dear *********,
  
  We definitely will have a formal conversation with that chef about your concern and your dissatisfaction about the service that you experienced on that day. The Hibachis process when we cook will consist of many different kinds of foods and ingredients mixing and cooking in that particular time for a few groups of customers on the same section/table. All of our customers enjoy our foods and especially the ART the Hibachis chefs create. And of course, we love to see our customers enjoy the foods and the way that our chefs cook right in the front of our customers.  
  
  We apologize for your experience on that day and of course, we love to see you come back. If you come to any of our locations on your next visit. Please let our managers know of your requests so we definitely will satisfy your visits in the future. 
  
  Sincerely,
  *******************

  **********************************

  Customer response

  01/19/2023

   
  Complaint: 18817842
  
  I am rejecting this response because:
  I have visited many hibachi places where customer service was number one especially dealing with allergies. The way your chef expressed the lack of concern when he was told that he kept touching everything in the cart with the contaminated utensils and his response was whatever. You also need to clearly label everything in your menu because when I ordered tempura shrimp it doesnt clearly state that it had mushroom. When we asked the waitress she said there wasnt. 
  Sincerely,
  
  *********************************

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