I had my first visit to this Japanese restaurant after reading that there were a wide variety of food items to select from and the place being relatively spacious compared to IKoi. But that is the end to how much this restaurant can offer. During the visit. I ordered a serving of sashimi moriwase. The sashimi slices were not cut properly with the ends still stuck together. Among the variety of sashimi slices, I noted that the tuna and yellowtail were not fresh and had a weird aftertaste so I stopped eating them. When the service crew was clearing my empty plates, I informed him to clear the plate of remaining sashimi as they were not fresh. He then told me he had to check if it was possible to clear it. He then got a lady whom I believe is the manager on duty to speak to me. The first thing the manager told me was " If you do not eat the sashimi, I will have to charge you for food wastage.". She then went on to explain that they never ever had customers complaining about quality of their sashimi and the fishes are flown in daily. In the first place, I had not wanted to kick up a big fuss so I did not ask for a replacement. Yet when I explained my part, she told me she doesn't believe me. I replied " Can you please try a slice first before saying anything?" Her reply to me literally made my jaw dropped -- " I am going to let our chef try the sashimi. If it is confirmed that they are fresh, I will have to bring them back for you to finish up or else I have to charge you accordingly ".Read MoreHide
My thoughts: When people visit a restaurant, they would expect the food to be fresh. If the customer said it isn't fresh, the right way the manager should adopt to handle the situation is to apologise and offer a replacement if this is within the company's policy. It should NEVER be a case of challenging your customers or FORCING them to finish up what is deemed unfresh. Honestly, I do not mind incurring food wastage charges instead of risking a tummyache over the long weekend.
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Thank you for dining with us and we apologise for your experience. Please allow us to look into this issue and we will deal with our staff accordingly as service standards come first.
Irodori Japanese Restaurant
14 August 2013