Benihana, Inc. Customer Service Issues

I went to celebrate my birthday yesterday and had one of the worst service experiences ever. The cook was an hour late, didn't have all the necessary items, burnt the food, and on top of that, the manager seemed upset when I mentioned my dissatisfaction. After leaving, I even received a call from the manager informing me that I would be removed from the birthday chef table for allegedly leaving without paying. This is unfair as the manager took our order and handled the bill himself, so any missing items on the receipt would be on their part. I have been a loyal customer for over 20 years, and I felt very disappointed and disrespected by the situation, especially receiving a call about it after 10 pm.

My family and I have been long-time patrons of Benihana, visiting 2 or 3 times every month. Recently, we chose to give Benihana gift cards to friends and employees. Unfortunately, two recipients had trouble checking their card balances. When we attempted to verify balances online and by phone, we faced the same issue. This experience has left me feeling shocked and frustrated. Most establishments allow you to easily check gift card balances, unlike Benihana. Until this problem is resolved, we won't be purchasing or gifting any more Benihana cards. - Antony C.

While delivering for Postmates, I had a disappointing encounter at [redacted] Peachtree Rd in Atlanta, Georgia. It was my first visit to this location, and the host's behavior was unwelcoming. The host, a black girl with braids, was at the front around 2:00 pm on Saturday, February 9. She did not greet me and seemed impolite throughout the interaction. After assisting the person ahead of me, she abruptly walked away and only returned when prompted, asking curtly, "What is it?" Her rudeness left a negative impression, and I hope the necessary actions are taken to address this issue.

I visited your Lombard location on 2/27/19. Upon arrival, I was not greeted and felt uneasy as I interacted with the staff. Despite accepting a one-hour dinner wait for two, I noticed a discrepancy in how other customers were treated based on their race. While I was asked about the whereabouts of the other person in my party, I observed that other customers, who happened to be white, were not questioned in the same manner. This made me uncomfortable and ultimately led to my party deciding to leave. Although I didn't address this issue on-site, I feel compelled to share my experience. It's important for businesses to treat all customers fairly and ensure that no one feels discriminated against based on their race.

I had a reservation at Benihana on West 56th St in NYC for April 6th at 6pm. The service was disappointing. Initially, we were told to sit upstairs but then moved downstairs. I requested a quieter table but was refused. Throughout the meal, we had to constantly ask our server for assistance. He neglected us in favor of another table. I had to specifically ask for the birthday treat for my guests to sing. When I raised my concerns to the manager, he failed to address them effectively. The server seemed confrontational when asked about small containers for sauces and splitting the check. A female manager asked us to vacate our seats abruptly without offering any professional assistance. The whole experience was embarrassing and ruined my birthday celebration. I am requesting a refund due to the poor service that led to our food going cold and uneaten. I won't be returning to Benihana after this disappointing encounter.

Hello, During my recent visit to your restaurant at [redacted] E. Butterfield Road in Lombard, IL, I encountered several issues that impacted my birthday celebration. Despite having a reservation for a round table for two, my experience with the food and service fell short. I ordered the $40 deluxe treat, which was not only incorrect but also had an issue with the additional colossal shrimp. I had requested these shrimp to complement my meal, but the ones I received were not the quality or quantity I had expected. Furthermore, I stressed my mushroom allergy to both the server, Xiaojun, and the chef, yet my food was prepared in direct contravention of this requirement. This initial experience left me dissatisfied, especially considering my total bill of $99.68. Can someone address these concerns promptly? My receipt number is [redacted]. Thank you. N.N.

Hello, my family and I enjoy visiting Benihana locations across the country. However, our recent experience at the Miami location was disappointing. The restaurant seemed run down, and cleanliness was a concern. Unlike the fun vibe we usually enjoy, this visit fell short. We frequent the Chicago Benihana and have never been disappointed. This time, though, the portions seemed smaller, which my teenage boys noticed. This discrepancy made me more observant, and I believe Benihana can perform better. I hope to see improvements because my husband loves the Chateaubriand, a staple in our dining routine. I am reaching out via email, as the feedback form is not working. - Christina Platta

I waited for over 2 hours to be seated at this restaurant after being told it would be an hour wait for my party of two. Despite repeatedly checking with the hostess, I was met with indifference and told to speak to the manager. When I finally spoke to the manager, I was assured we would be seated soon, only to be left waiting for another half-hour. When I questioned why we hadn't been seated yet, the manager seemed unaware of the size of our party. After waiting for two hours without being seated, my husband and I left without dining. I am disappointed and upset after making a 35-minute drive and expecting to enjoy their cuisine.

I placed an order at Benihana Buckhead in Atlanta, GA (Order [redacted]27). Despite the tracking system showing the courier waiting at the store for 20 minutes, my order never arrived after an hour and 15 minutes. When I called, they informed me the order had already left. I tried to contact Benihana multiple times but was only able to speak with the manager, John, who then requested a call back that kept getting delayed due to shift changes. After multiple unsuccessful attempts over the weekend, I was advised to reach out to Postmates. However, as I paid Benihana directly and not through Postmates, they are responsible for issuing a refund. Despite reaching out to Benihana, I have yet to receive any assistance, and resolving this issue has been challenging with no one taking accountability.

I have been a long-time fan of Benihana's, but my recent experience at the Encino location has left me extremely disappointed. Despite trying to celebrate my daughter's birthday under quarantine with a Benihana's lunch Express, our order was messed up - missing a whole meal out of the four we ordered. Even though we arrived before the scheduled closing time, the kitchen had shut down an hour early. When I tried to address the issue, I was put on hold, cut off, and met with unhelpful responses. Promises of a credit from supposed managers went unfulfilled, causing frustration. The dish we did receive was of poor quality, lacking flavor and seasoning. After multiple failed attempts to resolve the matter, I am now requesting a call from the district manager and a prompt refund to my credit card within 48 hours.

Dear Mr. Thomas J. Baldwin, I am reaching out to address a concerning issue that occurred during my recent visit to Benihana in Plymouth Meeting, PA, located at [redacted] W. Germantown Pike on June 17, [redacted]. My daughter and I, arriving for our 9:30 pm reservation, enjoyed a meal and requested the bill to be split, totaling approximately $[redacted].78, including a $20.00 tip. Unfortunately, I was charged twice, $72.00 and $62.00, with the latter amount still pending in my bank account. As a single mother on a fixed income supporting three children, this error has significantly impacted my finances, leading to overdraft charges due to the doubled charge. I would like to request the release of the $62.00 hold and appropriate compensation for the inconvenience caused. Your prompt attention to this matter is appreciated. Warm regards, Felicia Watson

I recently dined at Benihana in Alpharetta, GA and I am extremely dissatisfied with my experience. It was my first time at this restaurant, and unfortunately, it did not go well. Shortly after returning home, I experienced severe stomach pain and spent over 10 minutes vomiting in my bathroom. I ordered the scallops and steak, but the scallops were slimy and didn't taste fresh at all. The steak also had pink pieces, indicating it was undercooked. Overall, the food quality was poor and it has put me off dining at Benihana in the future. I kindly request a refund for my meal due to the unpleasant experience I had.

The chef took more than an hour to prepare my simple trio combo with rice. Disappointingly, my combo rice lacked shrimp and only had three pieces of chicken. On top of that, my steak was served after everyone else had finished their meals. The lobster and shrimp were cold by the time I received my plate. Even though the chef cooked them first, he served the other guests on the table the hot components. Additionally, we didn't get any sauce, and I wasn't given a receipt. To add to the frustration, the bill included items for people who weren't part of my group.

We managed to celebrate my birthday on 3-31, despite my husband's busy CPA schedule. Due to his late nights, we postponed our celebration to 5-18. Last night, we went out, and everything was great, although I did share some feedback with the manager. During a previous visit, we bought gift cards totaling $60 during a promotion. Unfortunately, my husband stored them and didn't realize they expired on 3-31, my birthday, as he was preoccupied with work. When we tried to use them, the server mentioned they were no longer valid. Considering the chaotic tax season, I'm wondering if it's possible to have them reissued. Your assistance would be greatly appreciated. Thank you.

I had a reservation with my family and friends at 6:30. We drove an hour away to go there because I always heard it was an amazing place. We had to sit there for an hour for our table. After we were seated, a waitress named Jackie came to our table. I didn’t know who she was at first. Then, another waitress came to our table to take our order. Our new waitress walked away, and next thing I know, Jackie is screaming at me and threatening me. She said she was going to whoop my behind. That’s when I realized who she was. I didn’t say anything because I was embarrassed that a waitress would act that way. The manager came up to me and asked what happened. I explained that I knew who Jackie was but had not said anything to her. The manager walked away, returned after 5 minutes, and asked me and my party to leave. I asked if my party could stay, and he agreed. I have never been treated with such disrespect in my life. I can’t believe they let their staff speak like that. I waited two hours to get threatened and kicked out of a restaurant. I will not be returning to this establishment and will be informing my peers and co-workers about this unprofessional behavior.