First time I ate at the restaurant, no problems. It was a Saturday night, so it was busy, which was to be expected. The food was very good, so I returned in May 2010 to buy a gift certificate for a friend.
I didn't buy the gift certificate because of the horrible service I received the day I went back. The hostess told me to wait in the bar, which I did for I almost 10 minutes with my 2 young daughters. (I'm not sure why she didn't try to get someone for me b/c it wasn't busy.) The restaurant was less than half full, lots of empty tables, so the lunch crowd had already left. My daughters and I were the only people in the bar area. A man dressed in plain clothes walked through twice, but didn't acknowledge me. Then a woman walks up with a $50 bill and within minutes this man helps her, selling her 2 $25 gift certificates, then he walks away from the bar before I can even get his attention. I turn to the hostess who is watching the whole thing and ask, ""Is this the bartender I've been waiting for?"" She said, ""Yes, would you like to speak to a manager."" I said, ""Please,"" and she returns with the same man. I was very surprised this person was the manager and that he had ignored me now 3 times. I began to explain how I had been waiting to make my purchase and he ignored me both times he came through the bar area to which he said, ""I didn't ignore you. I smiled at your daughters twice. I thought you were waiting on a table."" At this point I'm very annoyed because he didn't seem to care or take responsibility for not helping me. So I told him, ""If you had asked me if I had been helped, you would have known I was here to buy a gift certificate. However, if this is the type of service you provide, I don't want my friends to come here."" Then I left vowing to myself to never go back there.
Unfortunately, I had a meeting at Japaneiro's earlier this evening. I had decided I wasn't going to eat, but 3 others at my table were. The waitress came by to take the order and the first person ordered dumplings while the other 2 women were still looking at the menu. The waitress asked the person who ordered, ""Is that all?"" The lady answered, ""Yes,"" meaning that was all she was ordering. The next woman began to order and the waitress walked away. We didn't see the waitress again until she delivered the dumplings at that point the other two people ordered.
After tonight's strange experience I believe the manager, wait staff and hostess don't understand customer service is important in food industry. Having great food is only part of it, if you don't offer good service people won't return. Oh and the same manager was there again tonight. I never saw him go around and check on tables. He mostly stood back where the servers pick up the food to deliver to tables.
Pros: food is good
Cons: service is horrible
more