ComplaintsforBenihana

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered food for takeout from Benihana on 10/24/23. After picking up the food and driving it back to my house, I noticed there were items missing. There was no soup, just dry noodles. The portion sizes looked incredibly small and only took up half the space of each container. It looked like someone had either not finished adding the food, or ate the food before I picked it up, or it was simply missing. I drove back to Benihana and spoke with the manager about my concern. The offered me the soup which tasted like water and asked if I wanted any white rice. This was not a fair resolution. When I drove home because I was hungry and checked my order again, there were supposed to be two soups. The portion sizes were not as advertised or someone had touched and removed my food prior to me picking it up. I spoke with the manager who informed me she would be issuing me a refund. I have not seen my refund hence why I'm creating this BBB dispute.

  Business response

  12/20/2023

  12/20/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20962926. 
  
  Our manager contacted guest ***************************** and resolved this matter directly with the guest. This case has been closed.

  Customer response

  12/22/2023

   
  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is now going into week 3 of non returned phone calls from managers and the current manager trying to not give credit back for the $150.00 birthday table. I filled a complain via the webpage and no called my mother is currently in the restaurant speaking with a new manager that is trying to say the $494.00 charge was credited with a new bill of $344.00 but the only charge that was deducted was for the $494.00. Receipts have been copied and provided to management 3 times now. Where is the money. We will never go back to this restaurant because this is FRAUD. The manager told us 11/27/23 that this would be resolved and as of today it is not. The new manager is now trying to say that the 150 was done but how when the bill would've been $644.00 we are not stupid and it ****** me off that she even thinks that we would be this dumb. All we want is the $150.00 back. Since no one staff wise and on the business website have not enough decency to even return a call. This is now the result. I can submit receipts at a later time since they are currently at the restaurant.

  Business response

  12/05/2023

  12/5/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20944654. 
  
  Our manager contacted guest ***************************** and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 19th I purchased two $200 gift cards. The transaction is still sitting in PayPal. I've attempted to email Benihana and gotten no response. I tried calling the restaurant and nobody answers the phone. My son's birthday is coming up and I really wanted him to have the cards by then. I can't cancel the transaction, and I can't afford to purchase more cards just to have these go through after. I am at a loss. They are basically holding $400 hostage.

  Business response

  12/13/2023

  12/13/2023
  
  Good Morning,
  
  This message is in response to BBB Case#: 20929057. 
  
  Our manager contacted guest ***************************** and resolved this matter directly with the guest. This case has been closed.

  Customer response

  12/13/2023

   
  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

  11/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a lifelong customer of ********************** and today was thrown out by a manager for the first time in my life (at any restaurant or other place) who threatened to call the police as well, even in a very calm conversation. This caused me to go into afib and lose my entire day, including having wasted over an hour there with no food. In essence, I went to complain to the manager with the intention to leave due to horrible service. The manager attempted to walk away from me rudely but eventually listened. She offered no help so I ask for the ** and district manager info and started recording. She refused to provide that and then freaked out that I was recording her and threw me out in front of other customers in the lobby, threatening to call the police. This business frequently has an armed guard and Ive seen them bully customers and call the police when people ask to speak to a manager repeatedly, This potential criminal abuse of the local police can no longer be tolerated, and I will not allow someone to destroy my reputation and cause afib with this egregious behavior.

  Business response

  12/13/2023

  12/13/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20858562. 
  
  Our manager contacted guest *********************** and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a reservation for my birthday at 7pm on 8/22/23. We arrived and checked in at the host stand at 630pm and told the host we would wait at the bar area. After 7pm, around 710pm, checked in with the host again to make sure everything was okay. He said we should be up shortly. During this time, we saw and heard from the bartender and another employee that the host was seating walk-ins before us. We saw at least 6 groups with a total of 25 people seated before us as a walk-in. We waited until 815PM to finally get seated, 1 hour and 45 minutes after arriving there, and 1 hour and 15 minutes after getting there for a "reserved" time. We were finally seated and had asked if a manager could stop by, in which the host said yes shortly. At 825PM we put our full orders in with the waiter. We did receive a salad and soup shortly after, and thought maybe this bad experience was behind us. Fast forward to 925pm, no manager has stopped by, my water glass has been empty for 15 minutes, and it has now been 60 minutes since we have placed our order, with no chef in sight. The host comes back and now says that he is the manager. He said he apologizes quickly and will get a chef over shortly. It felt a lot like getting blown off, as our entire table was frustrated at this point. This is when we could not take anymore of the run-around. I now have yet to go to bed, work in 7 hours, spent 3 hours at the restaurant without eating a meal, and spent $68 on bar drinks while waiting. With no one else to speak to that will care, and no food yet even starting to cook on our grill, we had to leave and get dinner elsewhere. On our way out, we were told by another employee that the host (who waited to say he was the manager) was actually the ** (General Manager). This will be a memorable experience for all of the wrong ways unfortunately. It was a major let down for how excited I was for this night.

  Business response

  10/05/2023

  
  Good morning,
  
  This message is in response to BBB Case#: 20683388. 
  
  Our manager contacted guest *********************** and resolved this matter directly with the guest. This case has been closed.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  today 9/16/2023 i placed a phone order through the store number at ************ in which it went to a call center/order center. as soon as i called in the order taker(man)asked was my phone number good,i said yes. he took the order never did he ask for my name. i placed my order, paid for my food and was given a time to pick up my food. once at the store, ********************************************************************************** order number ******. when i walked in the restaurant to pick up my food, i was first told they didn't have any phone orders, they asked for a name i advised them the order taker only asked for my phone number. the girl at the front desk ****** was rude and ***** told me if i didn't have a name to give them they couldn't give me any food!. i was NEVER asked for a phone number or last 4 of my credit card. i asked for a manager, when **** came up to the front desk he told me like she said no name no food, i was humiliated and embarrassed, mind you i paid for the food already. these 2 employees should not be working in customer service. if you have video footage of the front desk i ask that you look at it to see, the manager slamming his hands down on the counter as i was trying to let them know i placed an order.

  Business response

  09/28/2023

  9/28/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20615455. 
  
  Our manager contacted guest Lavicieia ********** and resolved this matter directly with the guest. This case has been closed

  Customer response

  09/29/2023

   
  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,
  
  Lavicieia **********

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 20, 2023 I had dinner with my husband and child at Benihana in *******, *******. We had a balance of $205.55 of which an initial payment of $200.00 was made with a $200.00 gift card and leaving us with a balance of $5.55. The waiter brought to us a card reader so we can pay for the remaining balance and we chose to give an 18% tip which was equivalent to only $34.58 for a total of $40.13. Upon receiving my receipt, I noticed that I was charged $76.13 (he gave himself a $70.58 tip). When I spoke to the waiter, he claimed that it was the reader that caused or created the issue. I decided to speak to a manager. I spoke a manger by the name of ***** or ********, who stated that she would correct the situation. During my discussion with her, I agreed to a $35.00 tip; therefore it should be a charge of $40.55. The manager gave me a new receipt also showing that I would only be charged the $40 but 4 days later I checked my account only to find that they still took $76.13. I went back the same day that I discovered this and spoke to another manager by ****** and explained this to him, as well as showed him all the receipts. He refused to refund me my money and attempted to blame my bank. I am reporting this because I think this needs be investigated as type of fraud that is being committed either by the employees or the place, because I have later found out that I am not the only on that this has happened to there. I think people are being charged more on tips in hopes that they don't notice until the funds are already taking out of their accounts or paid by their credit cards. I am requesting a refund for the difference of $35.58. I am so disgusted that I don't even want to give a tip at all, anymore.

  Business response

  09/28/2023

  9/28/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20519249. 
  
  Our manager contacted guest ************************* and resolved this matter directly with the guest. This case has been closed

  Business response

  11/07/2023

  
  Good afternoon,
  
  This message is in response to BBB Case#: 20519249. 
  
  Our manager contacted guest ************************* and resolved this matter directly with the guest. This case has been closed

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  we came in 8/13/2023 at 645PM to Celebrate my Daughter 14th Birthday after waiting 45 mins witch was ok with us. we where sat and asked about drink order when our Server dropped the * Word saying " I don't know why I'm being so *ETA*TED today" but still no issue even that being super offensive. we waited 1hr and 15 before getting salads and soup still no issue we understood they where busy and our Party of 5 was just hanging out even the with our small children who didn't have kids cups or crayon due to them being out we were ok. the guy to cook the food came to the ******** mins later and notice the grill was not heated and inform the server ***** . The Manager ****** then ran over to the table very upset she rushed away and came back letting us no she had to move us at this time we had been there 2 hr and 15 mins. we moved was told to grab our drinks. once seated the cook went over the orders but said ours all wrong due to him ******* I corrected him and he rushed to cook our food. when he was done he pushed a card in our face to review him. when I gave him a look he said "at lease the food was good" it was NOT it was very rushed. 20 after dinner ***** our server rushed out to ask us about boxes. it was very clear we that we where being rush to leave because it was hrs after close ***** boxed our things and place them on the floor where another server was sweeping and mopping and rushed off I call him back and paid out bill around $253.50 where he inform me they took $80 off so that should fix all the issues. This was my Daughters 14th Birthday dinner she didn't get the same treatment as others celebrating. We were really upset at our treatment while here and not understanding why ****** the manager was upset at us and never said sorry and was looking at us as if we cause the issues and delay in service. ***** and ****** were super rude GM who just called me being rude defending the poor service I see why this place give poor service

  Customer response

  09/14/2023

  the Manager called that **** and was very rude and told me i was wrong and his staff did nth wrong 

  Customer response

  09/19/2023

  Wooooowwwww

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was gifted a Be The Chef gift card for Christmas. The card was purchased 12/3/2022.I attempted to schedule the visit and was told only a manager can schedule the reservation. Called back multiple times to follow up for a manager to schedule without success.Reached out to support for a refund initially on July 9th and by July 18th corporate support relayed communication to the ********************* Location stating that the manager there (*******************) would be the one to help. I reached continued to reach out to both Corporate support and **** since July 20th and have not received any correspondence from either one. July 20th corporate support stated they could not help out any longer and ******** manager would resolve, "Hi *********, Our team cannot handle your refund. The ******** location is going to assist from here.".We need a refund back, we do not trust this business and the lack of communication and difficulty to use the gift provided has been beyond unprofessional and frustrating.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This restaurant has the worst customer service Ive ever encountered. First I had to wait until 8:30 pm to be seated and my reservation was at 8:00 pm because the table wasnt full enough to start seating people. When we were seated we werent acknowledged or even given a glass of water until 30 minutes after we were seated. It took us an additional 20 minutes before the cook came out who only cooked for 10 minutes for the table of 6 people the food was overcooked and we werent even offered refills all six people complained but it fell on death ears . I think we were racially profiled because we were black. Also we had to pretty much beg them to bring the bill which the never did we had to literally had to chase the manager down to pay for our bill and we were also seated in the back of the restaurant out of plain sight. As if the restaurant was hiding us or didnt want its to be seen. They also paired us with African American server which I found to be strange.when I and another patron went to the manager with our concerns he just ignored us and told us he couldnt help our situation. PLEASE I REPEAT PLEASE DONT PATRONIZE THIS RACIST TERRIBLE CUSTOMER SERVICE ESTABLISHMENT.

  Business response

  08/03/2023

  8/3/2023
  
  Good afternoon,
  
  This message is in response to BBB Case#: 20393529. 
  
  Our manager contacted guest ************************* and resolved this matter directly with the guest. 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. ↩