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Updated by user Aug 23, 2018

In regards to this horrible experience it would be in the best interest of the Benihana establishment to look deeper into the service Rachel, Ken and Mikita bring to your business. It would be awful to think your company would allow your staff to interact with your customers with various concern in such a disrespectful manner.

Original review posted by user Aug 23, 2018

From the very beginning of our experience at Benihana (Dearborn, MI location) upon receiving our seats we waited approximately 10 minutes before even being greeted by any wait staff our table consisted of 7 people 3 of which pertained my party, another party which included 2 females and another party which included 2 gentleman. My party of 3 was myself (female) and my son and my grandson who actually turned 7 years on the date in question August 22, 2018.

Our wait staff finally arrives after a 13 minute absence to get our orders her intial contact seemed pleasant but diminished very quickly.

She persisted to take our orders the gentleman to the far left ordered first their orders were as follows guy 1 ordered 4 chicken and shrimp Rice's 2 shots of Patron and a strawberry lemonade, guy 2 6 chicken and shrimp Rice's and a cocktail of some kind it had a umbrella in it and he also had a lemonade both gentleman ordered an appetizer of some kind as well, my son ordered a duet with chicken and shrimp he ordered a Children's chicken shrimp for my grandson and I also had a duet w/ chicken and shrimp plus we wanted the veggies for the rice the ladies had Duets w Chicken and shrimp w/ veggies also. So one of the gentleman spoke with our waitress (Mikita) and asked could he get a carry out made on the grill after out meal was prepared she replied no and said carryouts cannot be cooked on the grill they had a carry out area for to Go. He was trying to understand why was it necessary to order at the To Go station when he was already seated. He indicated he had never had a problem before and requested a manager at which time Mikita decides to inform us all that the manager was mean and talks very nasty to customers she said she was Warning us ahead of time.

After a few more minutes no chef STILL or soups, salads or appetizers a lady comes before us an states she's the manager and heard we had a problem. The gentleman never suggested a problem he only asked for a manager. He discussed his concern about the To Go order he addressed why he asked very calmly and she addressed that she could put his order in to prevent him from having to go over there himself. Problem solved (we thought) the gentleman then request another plate so that he could properly mix his 6 dishes of rice w/the veggies chicken and shrimp she the manager who we found out to be (Rachel) by the waitress (Mikita) becomes irrate at his line of question and says to the gentleman how about I just cancel your bill and kick you out of my store.

The gentleman responded with ma'am I have the right to be here and enjoy my lunch break. Rachel responds it's always something with you people and I want you out I'm calling the police. He replied do what you have to do, I've done nothing wrong. Now the factor here for my party is my grandsons Birthday Celebration had been tarnished the experience has been nothing more than HORRIBLE to say the least.

As Rachel leaves to call the police our table has NOT BEEN SERVED WITH ANY appetizers, salads or soups during this time I'm keeping up with time because the level of customer service was out the window rude, unpleasant and disgusting, the waitress was no better she even told us that she didn't want to serve us because she felt that now she wasn't going to get a tip. We were flabbergasted! I asked Rachel when could we finally expect to get a salad and the chef she responds as soon as these gentleman leave I will gladly send a chef over and continue the service of the table. Naturally, us the remaining parties who's experience Should be separate from this incident has now been deemed a group.

We were denied service because Rachel failed to handle an issue professionally. Rachel soon returns to the table with the cops the cops ask to speak with the gentleman away from the table. This entire process was extremely rude to the customers that weren't involved directly. So, I request Rachel to the table to suggest we should be compensated for this fiasco I admit I called her Baby not to insult or be derogatory it it's just how I greet no disrespect intended, she blew up and yelled at me like I was a child I'm 48 years old I probably could be her mom she says IM NOT YOUR BABY, SWEETHEART OR YOUR BOO BOO IM RACHEL AND RACHEL IS WHAT YOU "BETTER" CALL ME I took a deep breath and even apologized for calling her baby proceeded to address my concerns as to the compensation and chef not being present she blows up AGAIN AND SAYS YOU KNOW WHAT IM SICK OF THIS ENTIRE TABLE WE DONT DO THIS TYPE OF THING HERE!

WE HAVE CUSTOMERS WHO ACTUALLY MAKE RESERVATIONS TO EAT HERE. In which I replied we did! The gentlemen who didn't do anything never returned. My son now is speaking to Rachel on behalf of his son not being able to at least be served a salad he's 7 for God sake.

She has and had zero compassion. Chef has finally arrived after a 38 minute issue. Our meals are now being prepared Rachel surfaces once again with she would like to offer us a 10% discount at which time we all were not in agreement. We felt and still do agree that our meal Should have been compensated just on the excessive amount of time we waited, the rude way we were treated, and the simple lack of putting the customer first we were treated like WE DIDNT BELONG IN THIS RESTAURANT AND RACHEL AS WELL AS MIKITA MADE IT KNOWN!

We request another manager to speak with to avoid anymore communication with Rachel. Manager Ken approaches the table I explain in detail the issue from beginning to end and he stands firm on the 10% they try to sweeten the deal by offering my grandson a souvenir my son then ask Ken in hypothetical if it we're his family seated here would he have been happy that his son was waiting for something as simple as a salad for over 30minutes would he be pleased Ken replied yes he would be ok with his minor child waiting should this same instance occurred to him and his family. At that moment we left leaving EVERYTHING on the table. I find it hard and very degrading to spend my hard-earned money in a establishment that lacks basic customer service nor do they value it themselves.

It broke my heart for my grandson to witness the lack of humanity on his 7th birthday. I surely hope this complaint reaches the proper hands to handle this delicate issue it will be deeply appreciated.

Reason of review: Poor customer service.

Location: Springfield, Missouri

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