I don't usually write reviews, but my experience today at Kaiyo Sushi was just so bad that I had to write this. I'll be explaining why my rating is so low, but keep in mind that everything written here was my own experience and observations during this time. This might be a bit long so head on down to the last paragraph for a TL;DR.
I came by the restaurant just shy of 6 PM and ordered 2 California Rolls, Dragon Roll, Salmon Kama (Collar), and 2 orders of "Kaiyo Special". The total came out to be a touch over $54, average price, nothing special to talk about. The wait time tho, that was something to talk about. 15 minutes into waiting, I was told that it would only be 10 more minutes. 10 minutes later, nothing. The total wait time for me to place my order to receiving it was 32 minutes. I even had a lady approach me to ask me what I ordered to wait so long, because she was sitting in her car and happened to see me order, wait, pace around, come up to the counter a couple times, and go back to waiting.
After I received my food, I wasn't too happy, but said my thank yous and left. Checking my order in the car, the 2 Kaiyo Specials turned into two Special Kaiyo Rolls and the Salmon Kama wasn't a real collar as it had a chunk of filet attached to it and the good half of the collar was missing. (It also looked deep fried) I brought the food back, albit a bit angrily, and told them that they got my order wrong. I told them that I didn't want the Kama anymore as it wasn't what I wanted and that I ordered "2 Kaiyo Specials" (In quotes because that was the wording I used to order) and I got these rolls instead. They kept trying to convince me that I was the one who ordered wrong because I didn't specify that it was a bento and there were 2 things on the menu with the same name. There was not. There was one "Kaiyo Special" under the Bento category and one "Special Kaiyo Roll" under the Kaiyo Favorite Roll category. Clearly not the same name. They begrudgingly took it back and charged me an additional $1.25 for the price difference. I don't mind paying the difference, but it would have been nice to have the difference be comped for the trouble. The waitress told me that it's going to take another 15 minutes to get the 2 Kaiyo Special BENTOS out and I shockingly said "15 MINUTES?!" to which her reply was a very rude, "Well they ARE fixing your order." Like it wasn't their fault the the order was incorrect. To their benefit, the Kaiyo Specials came out a couple minutes faster than estimated. I ended up leaving the parking lot at around 6:54 PM.
With the customer service and ordering experience out of the way, the food itself wasn't bad, with the exception of what looks to be an iceberg lettuce and tomato salad with ginger miso dressing that came with the special. Maybe a 3.5/5. It wasn't great for the price, but it was acceptable. The quality of fish was a grade higher than what you'd see in AYCE sushi restaurants; however the nigiri was not formed well. The rice fell apart when picked up with chopsticks and the fish did not stick to the rice well. I would give the roll wrapping an average rating. It wasn't as firmly wrapped as I would like as a couple of them fell apart as well, but most kept its shape. The eel sauce they used for the dragon roll was pretty good tho.
Overall, I would go back to the restaurant if it was solely based on price, quality, and distance from my residence; however, with the horrid experience with the customer service and the time to receive the food, I will not be returning to this establishment. For those reading this review and still would like to eat here, my advice would be to call in your order ahead of time and be very specific with what you want, and have them repeat the order back to you so you don't have a surprice if you don't happen to check what is in your bag before you get home. read more