We've tried to be patient with Sushi Express, having been big fans since they opened. Funnily enough, the service & quality was much better in the early days but has now dropped to an unacceptable level. As some of the other negative reviews here allude to, the quality of the ingredients has dropped off, portions have gotten smaller (whilst price has increased) & ordering for delivery is riddled with problems, but by far the worst problem is the customer service.
I would estimate we have eaten in Sushi Express at least 25 times since it opened & ordered takeaway about 10 times, yet tonight when we ordered food that was delivered cold we were only offered a partial refund for the dishes that were meant to be hot. This was no small feat in itself as it took us repeated contact with just-eat customer service & it's much more than we've been offered in the past. Considering our entire dinner was ruined, I consider this very poor service. Their inital offer of re-ordering our food would have meant we would have been eating 3-4 hours after ordering which is of no use to us. Considering our continued custom & time wasted chasing up the issue, a full refund would have been a small but signifcant gesture (it was only a small meal for two after all).
I think this will be the last time we bother with Sushi Express & we will take our business elsewhere as this is the latest in a string of poor customer service incidents, including having the wrong food delivered, dishes missing from our order (both eating in & takeaway), waiting an unacceptable amount of time for delivery & generally poor service. Every time we have complained, we have received an apology but no offer to recompense us. We probably should have given up on them a while ago & we certainly did stop ordering takeaway but were willing to give them another chance until tonight.
If Sushi Express wishes to retain their customers, they should consider employing staff with a more professional demeanour & take a few lessons in customer service. I would love to see them improve again, but until they do, they won't be getting any more of our custom.
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