ComplaintsforBenihana
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I use to order from Benihana 1-2 times per month. On October 24, 2022 I ordered my regular dinner. It was **************** for two, which included salad and fried rice. I paid for my order in full. My order arrived & there wasnt any fried rice in my dinner. This has happened once before & the manager actually brought the missed item to my home. However, this time he stated he couldnt do that due to liability issues. He told me to go ahead and just order the fried *********** would deliver that. I told him I shouldnt have to pay for something that I had already paid for. He assured me that there would be no charge for the missed ********* would comp me my dinner & include a slice of cheesecake. I was still charged for my dinner that was partially delivered & I paid for the missed item again per their request. My food was not received in its entirety on the first order. I have been trying for almost 2 months to get my refund. I have emailed Benihanas twice just today & made numerous phone calls with no results. The phone at Benihanas just ************* & no one answers. Im filing this complaint because of the restaurants inability to follow thru on their commitment. Im not asking for the original dinner to be refunded, even though they stated I wouldnt be charged. I want the money returned to me that I had to pay to get the rest of my order. I believe Benihana is coning customers by not delivering the orders in total & then requiring the customer to pay again. *********************** needs to stop! I want my money returned! Thank you for your time.Initial Complaint
11/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I ordered (4) $50 gift cards. They had a promotion that if you bought $200 in gift cards, they would also give you $60 in bonus gift cards. I only received $40 in bonus cards. I have been emailing back and forth with the support team and they are clearly not understanding the issue. They continue to tell me to wait to see if they arrive, and yet I can see on their website that they only sent the $40 in bonus cards. I have called and emailed several times and still do not have a resolution.Business response
12/01/2022
Good Afternoon,
This message is in response to BBB CASE#: ********.
Our team has contacted Ms. ***** and resolved this matter directly with the guest. This case has been closed.Customer response
12/02/2022
Complaint: 18473440
I am rejecting this response because: I have not received any response from them.
Sincerely,
***************************Business response
12/23/2022
Good Evening,
This message is in response to BBB Case#: 18473440.
Our team has contacted guest *************************** to apologize for their experience and resolved this matter directly with the guest. This case has been closed.Customer response
12/27/2022
Complaint: 18473440
I am rejecting this response because: I did not receive the $60.00 in bonus cards for my $200 gift card purchase.
Sincerely,
***************************Customer response
01/20/2023
Please see requested attachments.
Thank you.
Initial Complaint
11/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/10/2022 I brought my family to the restaurant to celebrate my sons birthday. Once we were served our drinks and soup, a fire broke out at a nearby table and everyone had to be evacuated outside where the temperature was in the 90s. We were outside in the sun and heat for over an hour. When we returned to our table, everything was gone. It was difficult to recreate what everyone needed. I contacted Benihana after the incident on 8/22/22 and 10/18/22 and asked for a partial refund of the $630 that was paid but did not receive a response. At one point, I saw Benihana on my caller ID so I called the number back. The person who,answered didnt know who had called me. I left my name and phone number but did not receive a call back. The reason I did not speak to a manager on the afternoon/evening of 8/10/2022 was because I didnt want further commotion with my guests. One half of the bill was paid by me and the other half by my former husband. The MID # is ******* and SEQ is ******. Ive attached a copy of the receipt which is fading.Business response
11/29/2022
Good Afternoon,
This message is in response to BBB CASE#: ********.
Our General Manager contacted ***************************** to apologize for her experience and resolved this matter directly with the guest. This case has been closed.Initial Complaint
10/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On Sunday , October 2nd , 2022 . My Wife and I Went To Benihanas In ************ , ******* . Had Reservations @ 7pm , Didnt Get Seated Until 8pm. Hadnt received our drinks until 8:15. Ordered 2 meals **************** full ***************************** and chicken full course. Each group at our table including ourselves received incorrect / cold food. The cook prepared / plated very backwards leaving several items to be cold on our plate. Not able to eat our final course at once. Not to mention our steak was over cooked. I asked for med rare & received well done. After our entire group reflected amongst our experience with one another, my wife and I asked for the manager. Waited ***** mins, still no manager. I then left my incorrectly prepared dinner to ask for the manager again. I come around a corner and over hear ***** (manager on duty) say Im allowed to come out when I want I can take my time. Condescendingly, she comes and asks what the issue was, I explain & she puts blame on being busy. Offers to remake food after weve been here for over 2 1/2 hrs with reservations. Needless to say, myself & and everyone else were extremely disappointed / dissatisfied with our experience. 0/10.Business response
11/11/2022
Our general manager contacted guest ***************** to apologize for their experience and resolved this matter directly with the guest. This case has been closed.Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Yesterday 10/2/2022 I placed an online order for the Addison ** location. I ordered hibachi shrimp with fried rice, added a fried rice, and a chili shrimp roll. I drove ***** minutes to receive my order. When I returned home, I found my order to be completely wrong. It was hibachi chicken and steamed rice instead of the fried rice and I was missing the extra fried rice I ordered. I called and let the manager know what happened and she said she would issue me a refund. I havent received it yet and I want to know how long long it will take to get that. I also wanted to share my experience because I have never had this happen with Benihana. Its frustrating when you drive 40 minutes to a NEW location all for your order to be COMPLETELY wrong! Not to mention, I wasnt greeted at all when I walked in, and whoever was cooking in the back that day was extremely unprofessional using vulgar language. I have tried to reach out to corporate about this matter but do not have a number. Any help would be greatly appreciated!Business response
10/06/2022
Good Afternoon,
This message is in response to BBB CASE #: ********.
Benihana management has been in contact with ***** following the receipt of this complaint. A sincere apology was extended and we were able to resolve this matter directly with the guest.
This case has been closed.
Kind Regards,************
Initial Complaint
09/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family had frequented Benihana consistently for years. I recently brought my Mom to the location in **************** for her birthday. The experience was terrible. Our sushi never came out, despite orderering dinner items we never received soup, our waiter did not come to our table for refills, our lobster tails were not fully cooked and to the rice was cooked at the end rather than the beginning and was hard. I don't complain as I've worked in the service industry but this was bad. I called the restaurant and spoke to a manager that day who promised to refund my card and send vouchers in the mail. Few weeks go by and no refund and no vouchers. I contact the corporate office and receive a call from ***** who promised to resolve this in a few days. A week goes by and I try and call ***** a few times and have left messages. None of which have been returned. We have gone to benihana once a month if not more for years, but if this is how they treat their guests we won't be. Oh. And to top if off even after showing our waiter our birthday certificate he waited till our check to tell us we couldn't use it. No big deal but the whole experience was unacceptable, especially after talking to ***** and promising a resolutionBusiness response
10/26/2022
Hi ******,
Our General Manager contacted guest ****** to apologize for her experience and resolved this matter directly with the guest. This case has been closed.
Thank you!
Creating Great Guest Memories?
************
Guest Experience Manager
Benihana | RA Sushi
O: ************ |
21500 *************. | Suite 900 | ********, ** 33180Initial Complaint
09/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******* or ***** or ***** what ever his name is was extremely unproffesional coming from another person of color to write a review about our waiters poor service is disappointing.He stepped on my foot intentionally twice.He then followed through with spilling soy sause on my lap.He was extremely sassy and with every question and had some type of eye roll, or unpleasent gesture. He did not refill our drinks and when he did after we called him over he gave us the wrong refills.The cherry on top was when he openly sat there with another waiter and complained about not being tipped for others to hear, which anywhere I go regularly I am known for tipping well when the service is goodBusiness response
09/08/2022
DGood afternoon,
This message is in response to case #********.
Our General Manager contacted the guest to apologize for the experience and resolved this matter directly with the guest. This case has been closed.Customer response
09/08/2022
Complaint: 17917212
I am rejecting this response because:
Sincerely,
***********************It wasnt about the soy sause it was more about the waiters poor aditude and energy and his lack of respect for people and.Himself went to DC steak house the next night and spent $400 just to have a better experience.From the terrible night at Benihana.I learned my ****** class and qaulity come first no matter what thet price.Yes the waiter at DC wasnt perfect he made mistakes but he was a great guy with good personality carisma and enthusiam .Thank you for the olive branch and i hope your teams learns to higher more people that want to serve.And help guest and make upwards of $350 in tips a night on the weekeneds.Your response message and apology by the manager **** did nothing directly address my frustrations that night.And he only concentrated on 1 out of 7 problems that night.
Business response
09/12/2022
Regional Manager Reached Out And Discussed With Guest Regarding Visit Concerns.
Case is now closed.
Initial Complaint
06/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Manager ****** and employees was very rude to me and my family we had a party of 10 which 4 was toddlers and did not eat not only did they charge us the 18% gratuity and also wouldnt split the **** for 4 people ordering. The manager ****** was very rude and made use feel very uncomfortable as if our kids wasnt invited to the restaurant. I have visited Benihana especially this location with my nieces and nephews on several occasions and never experienced this kind of customer service. In the future if I have to pay to bring a toddler who isnt going to eat to a restaurant Ill be sure to not to ever visit again.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Visited the ******* location yesterday. Had reservations at 6:30pm, we checked in at 6:15. At 7:00pm we still had not been seated.Went over to the bar to order drinks. Requested a Sapporo listed on menu, they were out of inventory. Requested hot sake, they were also out of inventory.We were finally seated, however, by 8:00pm (1.5 hours after reservation) we still did not have a chef. I requested to speak to a manager to ask for update. 8:15pm, there was still no manager assistance and no chef.We left with the worst experience weve ever had at Benihanas. After visiting locations in **********, Minnesota, ****** and New York the location in Atlanta is extremely disappointing.Business response
04/21/2022
4/21/22
Good Afternoon,
This message is in response to BBB Case#: 16985583.
Our Regional Manager contacted guest ************************* to apologize for her experience and resolved this matter directly with the guest.This case has been closed.Initial Complaint
03/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On March 19, 2022, an incident occurred at the **************** location, in which the manager publicly humiliated and embarrassed each member of my party. We were discriminated against and seated at the back of the restaurant, in which we waited over **************************************************** bring us drinks. My partner waited an additional 20 minutes to receive something to drink. A comment was made by one of my friends, that was taken out of context. The manager approached our table and made a remark about the comment that was made without inquiring into the facts. He was very rude and condescending towards us. He never apologized for the long wait time or for why we were not offered service within a reasonable time after being seated, but had the audacity to exclaim that "we threatened" his employee. After I raised my concerns about his comment and stated that it was unpleasant and uncalled for, he demanded that we leave the restaurant. I have been attempting to contact this establishment's corporate office, and no one has returned my call. This establishment embarrassed us, and removed us from the premises without any justification or reasoning.Customer response
05/31/2022
Complaint: 16929415
I am rejecting this response because: no one responded or reached out regarding this complaint.
Sincerely,
*************************Business response
06/27/2022
************************* case is still under review since we have to pull video. Sorry for the delay.Customer response
06/27/2022
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,
*************************
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Customer Complaints Summary
81 total complaints in the last 3 years.
32 complaints closed in the last 12 months.