Complaints

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• Initial Complaint

  Date:06/09/2025

  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.

  On Saturday, June 7, 2025, my husband and I visited Fuji Sushi & Grill for the first time. Im currently pregnant and was looking forward to something healthier than fast food. We ordered four rolls two for each of us. One of mine was drenched in so much sauce it was soaked and inedible. Ive had eel sauce many times, but this was excessive and poorly presented.We placed our order 3045 minutes before closing but didnt receive it until just before they closed. When we saw the issue, the restaurant had already closed. My husband returned to politely ask if they could remake just one roll. They refused, saying the kitchen was shut down which we understood. He then asked for a partial refund, and the owner again refused, saying no one had ever complained in 20 years and pointing to a small sign inside the restaurant saying sauce could be requested on the side something we didnt know as first-time customers. The menu didnt mention sauce at all.I went to knock calmly, hoping to speak to the owner myself. I hadnt said a word or acted aggressively. But instead of answering, the owner held up a phone or tablet showing a 911 call screen he had called the police on us. An officer later arrived, asked the same basic questions, and the owner still refused to refund or remake the food.We left shocked and disrespected. Sushi is expensive, and we had no intention of escalating only resolving a simple issue fairly. A partial refund for the inedible roll would have shown good faith. Instead, we were met with hostility and law enforcement.Desired Resolution:Were requesting a partial refund for the inedible roll and a formal acknowledgment or apology for how the situation was handled.

  Business Response

  Date: 07/01/2025

  I have been the owner and operator of a sushi restaurant for over 20 years. Recently, I experienced one of the worst customer encounters I've had in more than two decades.

  A couple came into the restaurant shortly before closing time. The husband mentioned that his wife was pregnant and could not eat raw fish. To accommodate them, I provided a highlighted menu that showed all the available cooked items. They ended up ordering a couple of sushi rolls.

  After a short while, the husband returned and complained that there was too much sauce on the rolls. I asked him if there was anything wrong with the sushi itself, and he replied, "No, there's nothing wrong." In my restaurant, we have signs clearly stating that all sushi rolls come with sauce. 

  Despite that, they asked for a refund. I explained that I could not issue one because there was nothing wrong with the food. They eventually left the restaurant. By then, we had already closed-the signs and lights were off. 

  A few minutes later, the wife came back and started banging aggressively on the door. I did not open it at all because it was too risky-she was being extremely hostile. For our safety, I had to call the police. 

  When the officers arrived, they asked if I could give a refund. I again explained that there was nothing wrong with the food. The only complaint was that there was "too much sauce," but ironically, we had actually run out of sauce that day and were only able to put in a small amount. 

  Eventually, the woman left but stayed in the parking lot, which made us uncomfortable. The police had to remain at the restaurant until she and her husband finally drove off. Only after that we were able to leave. 

  This was by far the worst customer experience I've had in over 20 years. 

  P.S. They had eaten more than half of the sushi roll.