Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21414137
  
  I am rejecting this response because:
  

  The business's reply is totally wrong and is not the truth. I just point out several issues, including but not limited to the following:

  1. "they selected over 32 plates of meat, in addition to their salads and appetizers during their their entire dining with us." We didn't order 32 plates of meat and the business missed many plates. Please check the video recording in the restaurant!

  2. "They thoroughly enjoyed their meal until the time limit expired." How did the business know we were "thoroughly enjoyed"???

  3. "They were promptly seated and informed that their server would be with them shortly. To ensure their comfort, we promptly provided them with water for the table." It is not true, please check the video recording in the restaurant!

  4. "In response to their request, they were promptly attended to by the manager, who ensured their needs were addressed." It is not true. When we strongly stated this was unacceptable, our waiter said he would ask his manager to communicate with us. After waiting for a while, we were informed by our waiter that his manager didn't want to come out to speak with us. When we insisted on speaking to the manager, the manager finally came out but his response was equally disheartening. Please confirm with the waiter and check the video recording in the restaurant!

  5. "We did, however, serve them their dessert as a gesture of goodwill." This is what we bought, not the business's gesture of goodwill.

  If the business thought we were responsible for the problem, please pull out the video recording in the restaurant. Otherwise, let me tell the truth:

  Upon arriving at the restaurant, we were dismayed to find that despite having made a reservation, the service was far from satisfactory. The restaurant was not crowded, with an approximate seating capacity of only one-third full at 6:00 PM. However, the lack of attention from the staff was evident from the beginning. After being handed menus, we were left unattended for a considerable amount of time, and it took over ten minutes for someone to finally serve us water.
  
  We opted for the all-you-can-eat option and placed our initial order, including three vegetarian cold dishes and six plates of meat for our party of five. Despite the seemingly low workload, the service was agonizingly slow. After waiting for over ten minutes, only three cold dishes were brought to our table. Then, after another ten minutes, when the meat dishes finally arrived, we noticed that two plates were missing. Although we decided not to pursue the issue given the nature of the all-you-can-eat concept, the slow service persisted throughout the evening.
  
  We ordered a total of three rounds, and each round took approximately half an hour for the dishes (raw meat) to be served. To add to our frustration, when we requested the third round, we were informed that our time limit had expired, and no more dishes would be served. This was communicated to us by our waiter. When we strongly stated this was unacceptable, he said he would ask his manager to communicate with us. After waiting for a while, we were informed by our waiter that his manager didn't want to come out to speak with us. When we insisted on speaking to the manager, the manager finally came out but his response was equally disheartening. The manager refused to address the slow service issue and instead cited a rigid policy regarding time limits for all-you-can-eat orders. 
  
  He explained that the delay was due to a high volume of customers that day, stating that we shouldn't expect dishes to be served in ten to twenty minutes (I don't know why raw meat needs to take 20 minutes to be served). The manager also made a perplexing remark that "It was the wrong time to order the all-you-can-eat option... You should come on Tuesdays at 1 pm". This left us utterly bewildered  why offer the all-you-can-eat option if that day was the wrong time? The explanation provided, coupled with the peculiar suggestion to come on a specific day and time, added to our frustration and confusion about the overall dining experience. It was unacceptable that we were not informed of this policy beforehand (need to wait for ~30 mins for a round of dishes) and that the manager refused to acknowledge the obvious inefficiencies in service. The suggestion to visit on a specific day and time for the all-you-can-eat option was not only unhelpful but also illogical, given that this option is offered during regular business hours. 
  
  Furthermore, we expressed our dissatisfaction and sought a resolution. We compromised that we just needed to order one more round. The manager was unwilling to consider an additional round, consistently emphasizing adherence to policy rather than addressing the core issue of poor service. He even let us look at other customers and said they didn't have any complaints, so they were doing good. We felt that his responses were highly DISRESPECTFUL because it sounded like this was our problem, and he didn't try to solve the problem but just argued they were doing good. It was particularly disheartening and disrespectful to hear the manager's words and see this attitude.

  This dining experience has been the most disheartening I have encountered. Even now the restaurant didn't give any solution to the problem in the reply. I will persist in pursuing this matter and advocate for our legitimate rights.
  
  Sincerely,
  
  ***************

  d ask his manager. After waiting for a while, we were informed that his manager didn't want to come out to speak with us. When we insisted on speaking to the manager, the manager finally came out, but he refused to address the slow service issue and instead cited a rigid policy regarding time limits for all-you-can-eat orders. He explained that the delay was due to a high volume of customers that day, stating that we shouldn't expect dishes to be served in ten to twenty minutes (I don't know why raw meat needs to take 20 minutes to be served). He also stated, "It was the wrong time to order the all-you-can-eat option... You should come on Tuesdays at 1 pm". We were not informed of this policy beforehand.Furthermore, we compromised that we just needed to order one more round. The manager refused, consistently emphasizing adherence to policy rather than addressing the core issue of poor service. He even let us look at other customers. We felt highly DISRESPECTFUL.

  Business Response

  Date: 03/25/2024

  We are pleased to offer a promotional menu known as the "All You Can Eat" option. This exclusive menu provides our valued customers with the opportunity to select from three distinct options, each offering a variety of delectable items. The premium option is priced at $58, the ultimate option at $68, and the supreme option at $78. The premium selection includes 45 items, the ultimate selection offers 65 items, and the supreme selection boasts an impressive 85 items. These options encompass a wide range of appetizers, salads, entres, raw meat, and desserts.
  
  To ensure a fair dining experience for all, please note that there is a time limit of 90 minutes for each party. The last call for orders is 20 minutes prior to the designated time limit. We kindly request that each person in the party order from the same price category for the all-you-can-eat course. Any unfinished items will be charged according to our la carte menu prices, which are all-inclusive of the aforementioned options.
  
  We had the pleasure of hosting this party of five and they have all ordered from our all you can eat menu  . From the moment they arrived, our team provided them with warm and attentive service. They were promptly seated and informed that their server would be with them shortly. To ensure their comfort, we promptly provided them with water for the table.
  
  Once they were ready to order, they selected over 32 plates of meat, in addition to their salads and appetizers during their their entire dining with us. They thoroughly enjoyed their meal until the time limit expired. However, they expressed a desire for more meat plates. In response to their request, they were promptly attended to by the manager, who ensured their needs were addressed. Unfortunately, as they had exceeded the 90-minute time limit, we regretfully informed them that serving additional meat plates was not possible. The manager kindly offered them the option to enjoy their complimentary dessert, despite the time constraint.
  
  Following this interaction, the party expressed their disappointment and sought further discussion with the manager. The manager promptly visited their table to ensure their concerns were addressed. The party requested extra orders and an extension of their time, but we regretfully informed them that these requests could not be granted due to the time limit being exceeded. We did, however, serve them their dessert as a gesture of goodwill.
  
  Regrettably, the party continued to express their dissatisfaction, claiming mistreatment and lack of attention from our team. They alleged that the manager ignored their concerns and failed to greet them upon their arrival. Furthermore, they pointed out another table that appeared content and quiet, insinuating preferential treatment. We would like to clarify that these allegations are entirely baseless and fabricated. Our utmost priority is to provide exceptional service to all our guests, ensuring their satisfaction throughout their dining experience.
  
  As a restaurant, we deeply appreciate the hard work and dedication of our servers. It is disheartening when their efforts go unnoticed or unappreciated. We strive to maintain a high standard of service and value each and every customer. We hope that in the future, our guests will recognize and appreciate the dedication and effort our servers put into their work.
  

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I visited Gyu-kaku ( ******* ) on Aug 18 2022 at around 5-6 PM. We went there for all-you-can-eat ( Premium Set $52 each person ). When the waitress brought us the bill, she mentioned that her manager had her charge us for a dish ( *********** $70 ) that we did not order, however, one of the waitresses brought it to our table by mistake. We, therefore, requested to talk to the manager. The manager admitted that his staff have delivered the dish to the wrong table, however, he insisted that we have consumed the dish of Wagyu beef and we were supposed to pay for it. He mentioned he could only give us 25% off at most on the Wagyu Kalbi per Gyu-kaku policy, but since this was a mistake caused by his staff, he would love to pay for 25% of the dish out of his pocket and give us 50% off for that dish. I thought how he handled the situation and forced us to pay was super ridiculous.