Bad Experience at Sushi-Zen in Arlington

[Anonymous]

It bums me out to write this e-mail, because I used to be a big Sushi-Zen (http://www.sushizenarlington.com/) fan. Nonetheless, something occurred that I am uncomfortable about and feel like I should share with others.

Last month we went to Sushi-Zen for dinner. While the food was delicious and the staff nice, it took forever for my daughter's meal to arrive. It came at least 20-30 minutes after our food arrived... and it wasn't anything complicated or different. We think that her order was lost and then once that was realized, there was no rush on it (in fact, it might have taken them a long time to put in the order).

As a result of the long delay, my husband decided to give the staff a low tip. Well, when reconciling our credit card bill today, we noted that they appeared to have added an additional $10 to our tip and instead of being charged $75, we were charged $85.

I have called the restaurant, and they are looking into it, but the manager said that she said she thought the credit card company made a mistake. She said something, which I didn't totally understand, about when the tip is too high, they change it. Like I said, it didn't make sense to me, but that might have been a language issue. I called American Express and they are issuing a refund.

I hope this hasn't happened to others at Sushi-Zen and that this was a one time incident, but I did feel that I should share it.

[Anonymous]

Darn! I thought you were gonna say explosive diarrhea.

Let it go.

[Anonymous]

Sounds as if they admitted they changed the tip amount. Bad practice. I would talk to the manager about this. If he's apologetic, I would eat there again. If not, I'd tell him or her that they lost me as a customer.

Did you or your husband inquire about the delay during dinner and give the restaurant a chance to correct the problem in a timely way or at least make it up to you? It seems unfair to leave a low tip if you did not say anything. Also, any time I do have a service issue and leave a low tip, I make sure to tell the server or the manager so they know the issue.

[Anonymous]

PPs, I think you're missing the post. I think the OP is saying the restaurant basically STOLE money from them by increasing the tip amount. Thanks for posting, OP.

[Anonymous]

I still think it is unfair to leave a low tip without giving the server a chance to correct the problem. OP or her husband should have said something during the dinner. Also, if the delay was the kitchen's fault and not the server's, penalizing the server with a low tip is unjustified.

[Anonymous]

Anonymous wrote:I still think it is unfair to leave a low tip without giving the server a chance to correct the problem. OP or her husband should have said something during the dinner. Also, if the delay was the kitchen's fault and not the server's, penalizing the server with a low tip is unjustified.

That is not the issue. The OP is just letting everyone know that this restuarant overcharged them intentionally. That is not ok. This could happen even if the meal was perfect.

[Anonymous]

Anonymous wrote:

Anonymous wrote:I still think it is unfair to leave a low tip without giving the server a chance to correct the problem. OP or her husband should have said something during the dinner. Also, if the delay was the kitchen's fault and not the server's, penalizing the server with a low tip is unjustified.

That is not the issue. The OP is just letting everyone know that this restuarant overcharged them intentionally. That is not ok. This could happen even if the meal was perfect.

I completely agree that the restaurant's changing the tip amount was fraudulent and wrong. However, it seems to me that there is an underlying injustice in the OP's leaving a low tip without giving the server a chance to address the problem or even knowing whether the delay was the server's fault. The wrong in leaving a low tip in this case does not excuse the restaurant's fraud but nevertheless should not be ignored. There was wrong committed by both parties, even if the restaurant's misdeed was worse.

[Anonymous]

OP here - We did bring it up a few times. The server was very nice, but appeared on a few instances to forget about the order. Leaving a low tip seemed perfectly reasonable in this situation. It seemed to be server error more than the error of the kitchen.

In any case, even if:
- the service was great and we (unfairly) left a low tip, or
- the service was bad and the restaurant comp-ed our late dish or made up for it some other way

the restaurant still committed credit card fraud (which is illegal) by adding an additional $10 to our bill without our consent. I spoke with the person who said she was the manager last night and she, while polite, she did not apologize but instead implied it was an error related to the credit card processing and how when a tip is too high it is changed automatically... it was very confusing. I am quite skeptical.

[Anonymous]

Go to my favorite Sushi place in Arlington....Endo Sushi. YUM!

[Anonymous]

Anonymous wrote:OP here - We did bring it up a few times. The server was very nice, but appeared on a few instances to forget about the order. Leaving a low tip seemed perfectly reasonable in this situation. It seemed to be server error more than the error of the kitchen.

In any case, even if:
- the service was great and we (unfairly) left a low tip, or
- the service was bad and the restaurant comp-ed our late dish or made up for it some other way

the restaurant still committed credit card fraud (which is illegal) by adding an additional $10 to our bill without our consent. I spoke with the person who said she was the manager last night and she, while polite, she did not apologize but instead implied it was an error related to the credit card processing and how when a tip is too high it is changed automatically... it was very confusing. I am quite skeptical.

You say "appeared" and "seemed" in reference to the cause of the delay. If you did "bring it up a few times," you certainly did not ascertain that the server's tip deserved to be downgraded. No one is denying that the restaurant committed fraud in changing the tip, but you could have behaved more reasonably.

[Anonymous]

How is this OP's fault? She did speak to the server, who did nothing to correct the situation, she left a low tip, and then she got the run-around by the "manager." But hey, if you want to potentially be defrauded out of money, by all means, eat at this establishment.

[Anonymous]

Anonymous wrote:

Anonymous wrote:OP here - We did bring it up a few times. The server was very nice, but appeared on a few instances to forget about the order. Leaving a low tip seemed perfectly reasonable in this situation. It seemed to be server error more than the error of the kitchen.

In any case, even if:
- the service was great and we (unfairly) left a low tip, or
- the service was bad and the restaurant comp-ed our late dish or made up for it some other way

the restaurant still committed credit card fraud (which is illegal) by adding an additional $10 to our bill without our consent. I spoke with the person who said she was the manager last night and she, while polite, she did not apologize but instead implied it was an error related to the credit card processing and how when a tip is too high it is changed automatically... it was very confusing. I am quite skeptical.

You say "appeared" and "seemed" in reference to the cause of the delay. If you did "bring it up a few times," you certainly did not ascertain that the server's tip deserved to be downgraded. No one is denying that the restaurant committed fraud in changing the tip, but you could have behaved more reasonably.

OP here - We brought up the delay with the server. She did not specifically say, "I forgot to put in the order" yet reading her facial expression and body language, our impression was, that was what happened. At the very least, that was our read of the situation, which the server did not clearly explain to us, even when we politely expressed concern. Given this, and my inability to read the server's mind, I wrote "appeared" and "seemed".

Let me state, I have worked in the food service industry and I fully understand that people depend on tips for their earnings. That being said, poor service, in my opinion, does not merit an average or high tip.

But, I must admit, I am getting defensive here, which I should not be. The issue is not whether we tipped fairly. The issue is that Sushi-Zen (or at least someone on their staff) engaged in credit card fraud. My family will not returning. You and yours can do as you wish.

[Anonymous]

Im glad that this is the only problem.

[Anonymous]

What I take away from this is (1) to be careful if I ever eat at this restaurant (though I likely won't), (2) to check credit card statements, and (3) if I leave a low tip, to explain to the server or manager why so that they know I intended the lower tip.

[Anonymous]

Anonymous wrote:

Anonymous wrote:OP here - We did bring it up a few times. The server was very nice, but appeared on a few instances to forget about the order. Leaving a low tip seemed perfectly reasonable in this situation. It seemed to be server error more than the error of the kitchen.

In any case, even if:
- the service was great and we (unfairly) left a low tip, or
- the service was bad and the restaurant comp-ed our late dish or made up for it some other way

the restaurant still committed credit card fraud (which is illegal) by adding an additional $10 to our bill without our consent. I spoke with the person who said she was the manager last night and she, while polite, she did not apologize but instead implied it was an error related to the credit card processing and how when a tip is too high it is changed automatically... it was very confusing. I am quite skeptical.

You say "appeared" and "seemed" in reference to the cause of the delay. If you did "bring it up a few times," you certainly did not ascertain that the server's tip deserved to be downgraded. No one is denying that the restaurant committed fraud in changing the tip, but you could have behaved more reasonably.

Oh my god. Get a life. OP has a right to be upset ABOUT THE RESTAURANT STEALING MONEY FROM HER.