Miso Sushi

I am all for supporting our local businesses and we have supported Miso Sushi through the pandemic by eating there almost weekly. We are a family of 6 so you can imagine the size of our orders. Over the past several months, we have encountered horrible service, inability to even call and place an order for pick up, we’ve physically gone there and stood for almost 30 min without even being acknowledged…but today takes the cake for me. I worked 12 hours (I’m a nurse) and couldn’t join my family for dinner so I attempted to order from Miso over the phone. 30 min of calling only to get a busy signal. I then went online and saw that they had an option to submit an online order. I put in my order and received the text confirming. I received another text 45 min later saying my order was ready. My fiancé and kids stopped in to pick up my food on their way home so I didn’t have to get it. Unfortunately when my son went in, they told him they didn’t even have my order. I sent him the screenshot saying it was ready…they said they “found it” but told my son it would be 5 min. There was food in boxes sitting on the counter…after 10-15 min, my fiancé went in to see what the issue was and was told my food wasn’t ready. He said he wanted a refund and to cancel the order. 10 min later they told him my food was ready and started grabbing the boxes that had been sitting out on the counter for now at least 20-30 min (they were sitting there before they came in). At this point he had been there 30 min trying to pick up my food. He commented saying they had been sitting there and voiced concern for how long they had been sitting out. The sushi chef then got involved and tried telling him he just made it. He explained that he has been there for 30 min and those boxes had been sitting there the entire time. He asked to speak to the owner and the sushi chef claimed to be the owner. He refused to provide a refund and treated my fiancé in a very rude and disrespectful way. He left and called the Lancaster location where the actual owner was. He confirmed that the sushi chef was not the owner. We then received a very nasty call back from the sushi chef basically berating my fiancé for calling the Lancaster location and started getting rude and raising his voice at my fiancé accusing us of lying and saying the order was just received when my fiancé arrived. We explained that we ordered through the online site and received updates through Postmates. He told us that’s not his problem cuz he doesn’t have anything to do with Postmates. We were absolutely SHOCKED at how rude and nasty he was. It is now 840pm…I’ve worked 12 hours and still without dinner. I will NEVER go to Miso Sushi again and would discourage anyone from going there. We understand things happen and have given a pass multiple times in the past. But to be treated so terribly after we have supported this business through tough times was a huge slap in the face.

5.23.21 @7pm - ordered takeout in person, and it took 3x longer than the 10 minutes I was told it would take: We got 3 dragon rolls, 2 orders of unagi, and 2 orders of magaro. I had high expectations for $72.32. I was not pleased at all. I've eaten tons of top quality sushi in Japan, and possibly every state in the U.S. I understand that good sushi costs good money. This dinner was not good or anything worth recommending. 👎