ComplaintsforBenihana

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/08/24, went to Benihanas for my bday and my reservation was at 8 I got there at 8 told that 2 people was together they was parking the car . They still refuse to check me in all the way then when my party got inside they said it will be few mins thats turned in almost 2 hrs. We get to the table and the put us to a leaking ceiling I just paid $350 for my hair style water was dripping in my hair the carpet behind my chair was soaked with water. They ridiculous, the food sucked tonight it was nasty. The rice was hard and to greasy, shrimp, scallops?lobster was over cooked .always like coming here and a lot of my family and friends come here . But after I let them know the experience and my bday ruined they arent going to want to return. I took a video of the water on the carpet. Im very upset how long I had to wait in my bday and food I love the place but wont be back after time experience . I had a party of 12 we got too cooks both parties wasnt not happy with there food . Will have to send video via email its not letting me up load

  Business response

  04/30/2024

  4/30/2024
  
  Good afternoon,
  
  This message is in response to BBB Case#: 21408485.  
  
  Our manager contacted guest *************************** resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My order number is *****************. Food I received was spoiled, smell stinks and mushy. I called restaurant immediately when I received the order. The manger said I need to bring food back to get a full refund, and will issue half of the refund if I dont bring food back. I said I dont have a car, it will cost me 40 for a Uber round trip to the restaurant. Then the manager agreed to full refund. Same day I called restaurant several times to check the refund and they said they already refunded and will appear in 24 hours. On March 7th next day, I called restaurant and the new manager said he will provide a half refund in cash for pick up which doesnt make sense or remake the food for pick up. I need full refund to my original payment method.

  Customer response

  03/07/2024

  Hi,

  my last name is ********. I no longer need this complaint. I called business again and the problem is solved. Is it able to cancel this complaint? Thanks 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday my family and I went to Benihana in **************** off of **** Avenue. We got there at 3:50 and waited for the chef for over an hour and a half. Once we received their food me my wife and my 15 month old ate the same meal spicy hibachi shrimp. The food tasted great but after we came home, I got really sick and was throwing up and had diarrhea the whole night and up until the morning to make matters worse my 15 month old son was throwing up in his crib as well, which poses a serious health concern and a threat to my childs safety my wife the next day was also throwing up and had diarrhea when we called Benihana to raise this concern, they said they were going to do an internal investigation and they never reached back out to us this is a major concern and a huge disappointment. We got really sick and besides us the adults getting sick my 15 month old got extremely sick and I had to take him to the hospital. Its dangerous that hes throwing up in his crib and its super disappointing that Benihana has done nothing to rectify this issue or even reach back out to us. We received food poisoning from their restaurant and they have done absolutely nothing to make us feel at ease a horrible experience from start to finish. I cant believe the unprofessionalism we received from a place that we eat at consistently. We expect to get a refund at least, but we didnt even get an apology.

  Business response

  05/02/2024

  5/2/2024
  
  Good afternoon,
  
  This message is in response to BBB Case#: 21399639.  
  
  Our manager contacted guest ********************************* resolved this matter directly with the guest. This case has been closed.

  Customer response

  05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This restaurant experience was extremely disappointing and unacceptable. Despite arriving on time for my 7:15 reservation, my party and I waited for 10 minutes to be seated, and then endured an excruciating two-hour wait without any service from the chef. Despite our efforts to address the issue with the store manager, ****, she displayed unprofessionalism and dismissed our concerns. It's especially disheartening considering this was a milestone celebration for my family. ****'s attitude and lack of empathy were appalling, and her proposed compensation of a $50 credit or a free appetizer was wholly inadequate given the extent of our wait. This experience was marred further by the fact that we were the only people of color in the restaurant and the only ones neglected in terms of service. I will be taking this matter further to ensure no other family has to endure such a negative experience, especially on an important occasion like ours. Benihana's will not be receiving my patronage again, and I strongly advise against others dining there.

  Business response

  06/19/2024

  6/19/2024 

  Good afternoon we reached out to guest via email provided to obtain visit details and never got a response. 

  Email sent on 3/29/2024. Follow up email sent on 6/19/2024

   

• Initial Complaint

  02/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a reservation for 7:15 PM and arrived promptly, only to be informed of a 20-minute wait for seating despite having made a reservation. After finally being seated with my party, we waited over two hours without service. This special occasion, celebrating both a retirement and a birthday, was meant to be memorable at Benihana's but turned into a disappointing and disrespectful experience. Despite others arriving after us being served promptly, we remained neglected. Upon informing the manager, ****, she promised assistance within 10 minutes, but no one arrived. Despite repeated attempts to address the situation, **** remained dismissive and unprofessional, offering only dessert or an appetizer as compensation for our extensive wait. Her lack of empathy, especially given the significance of the occasion for our retired military guest, was disheartening. ****'s poor customer service and inability to manage the situation reflect poorly on the establishment. I will not return to this restaurant and will share my negative experience with others.

  Business response

  03/29/2024

  3/29/2024
  Good afternoon,
  
  This message is in response to BBB Case#: 21343504. 
  
  Our manager contacted guest ***************************** and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to Benihanas last night for a birthday dinner. The service was absolutely horrible, our server had to be told multiple times to bring something to the table that they were asked for this happened through the entire meal. His nails were so dirty, gross. Constantly bringing out the wrong items.Forgot it was my sons birthday twice. At the end of the meal he FINALLY came back to the table (only checked on us once through the entire meal after we finished eating) and asked us if we wanted anything else like he was ending our meal and had to be reminded AGAIN we had a birthday at the table. His response oh yeah Happy Birthday bro All night we saw other tables receiving constant service and celebrating birthdays , yet we kept getting forgotten. Another 10 min goes by and he FINALLY came out and asks us if we want our ice cream does not offer the green tea that comes with our meal, had to ask for it. Instead of tea he brought out green tea ice cream for absolutely no one because we didnt ask for it. Unacceptable at this point. I had to ask other servers to bring stuff to the table because ours would not remember. I asked for sparkling water and was brought a **********, did not ask for that, but I took it because again figured server did not know how to do their job. The server knocked over my ********** that I did not ask to be charged for and didnt even help me clean it up or come back to bring me a napkin like he said he would, I had to use the one off my lap and then after waiting for 10 minutes ask another server to bring me one and she rolled her eyes at me! SORRY MY SERVER ISNT DOING THEIR JOB BUT I NEEDED A NAPKIN TO CLEAN UP HIS MESS! I was so mad by the end of the meal I forgot to give them our birthday certificate and was just ready to go. I shouldve left no tip but Its awkward when he is hovering over you while you are trying to pay the bill I didnt want a confrontation. Worse experience. Benihana is known for excellence and we did not get it.

  Business response

  03/05/2024

  
  3/5/2024
  
  Good afternoon,
  
  This message is in response to BBB Case#: 21304933. 
  
  Our manager contacted guest ***************************** and resolved this matter directly with the guest. This case has been closed.

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to celebrate a birthday. We had a 545 reservation. We were seated promptly, served our soup , salad and drinks . We waited over an hour for the chef . I have not been out of the house a month due to the fact that my brother is here at my house. On hospice, he is on life support. So I hired a nurse to watch him while we went out to eat. We sat there till after 7 PM till. The chef got there. We ended up leaving the restaurant around 8:15.I was told I would be refunded my money. And I still haven't received anything.They told me it had to go through corporate first and when I called they said it, didn't they would do it? This is for the ******** location

  Business response

  03/05/2024

  Good afternoon,
  
  This message is in response to BBB Case#: 21304933. 
  
  Our manager contacted guest *********************** and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I picked up over $200 of food for a work lunch with a coworker, and they gave me the wrong order. I have been on hold for 1 1/2 hours. The manager is not this busy to not answer the phone. This is the worst place ever. So unorganized, they should have more than one manager on duty or authorize employees to give refunds if customers show proof. This is uncalled for. I am ****** off at the level of unprofessionalism and extreme lack of customer service. I did not get any of my food; the food I received was dry and not fresh. This restaurant used to be great, and the staff was very friendly. However, it has now become unruly, and the staff is rude. They act as though they do not want to work. If you do not enjoy your job and have a bad attitude, you should either not work here or consider changing your profession.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/25/2024 @4:25 pm I came to Benihana today to celebrate my birthday and even though I made a reservation and specifically told them I wanted to used my birthday certificate the hostess never mentioned that I need it to bring the copy of the certificate. I spoke with the manager and explained that I have a customer for over 20 years and refused to make an exception saying that it was corporate decision and could not do anything about itIm very disappointed that Benihana would not make an exception on my birthday.

  Business response

  01/31/2024

  1/31/2024
  
  Good afternoon,
  
  This message is in response to BBB Case#: 21200122. 
  
  Our manager contacted guest ********************************* and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had reservations at the **********, **** restaurant for 12/25 at 6:15pm. (Reservation was under the name of *******).When we got there we were told there would be a hour and half wait. When I asked what was the point of having a reservation and why they never bothered to call about the delay I just got a bs answer. I totally understand being busy during the holidays.... but:1) How poor is the managment that they couldn't see a 1 1/2 hour delay coming.2) Why would Benihana even bother to get a phone number if they are not going to use it in a situation line this?.........................Very disrepectful & rude

  Business response

  01/10/2024

  1/10/2024
  
  Good afternoon,
  
  This message is in response to BBB Case#: 21055326. 
  
  Our manager contacted guest *********************** and resolved this matter directly with the guest. This case has been closed.

  Customer response

  01/10/2024

  I was contacted by a ******* Manger, I think his name was ****. He promised to send me a gift certificate but never did. A week ago I was contacted by the ********** store manager. He told me he would talk to the ******* Manger to remind him to send the gift certificate. He told me he would call right back - He did not.

  Customer response

  02/02/2024

  In regard to your complaint submitted on 12/26/2023 against Benihana.

  
  

  I have heard from them & the complaint is resolved. thanks for your help
  

  
  Thx, ***********************
  

  Business response

  02/02/2024

  
  Good afternoon,
  
  This message is in response to BBB Case#: 21055326. 
  
  Our manager contacted guest *********************** and resolved this matter directly with the guest on 1/26/2024. This case has been closed.

*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. ↩