Tokyo Hana
🍽️ Restaurants · Rowlett
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Takeout order arrived missing requested sauces and refund was inadequate.
Business reply on Google
We're truly sorry for your experience. We understand how frustrating it is to receive your hibachi without the sauce, especially after requesting it multiple times and paying extra for it. That's clearly not the experience we want our guests to have. We also apologize that our attempt to resolve the situation did not meet your expectations. We appreciate your honesty and are disappointed to hear that we've lost a guest who has supported us for the past 10 years. We'll be reviewing this with our team to make sure orders are checked more carefully before they leave the restaurant. Thank you for bringing this to our attention, and we hope you'll consider giving us another chance in the future.
The shrimp noodles had few shrimp and the sushi was poor quality.
Business reply on Google
Thank you for sharing your feedback. We’re sorry to hear your takeout order did not meet expectations. The quality and freshness of our food are very important to us, and what you described is not the experience we want our guests to have. We appreciate you bringing this to our attention and would love the opportunity to make things right. Please reach out to us directly so we can learn more about your visit and improve your experience.
Chef provided inadequate and unequal food portions to the customers.
Business reply on Google
Hello, Laura First of all, thank you for being such a loyal guest over the years and for recommending our restaurant to others. We’re truly sorry to hear that your visit two nights ago left you disappointed. We understand this was a special occasion celebrating your husband’s birthday, and we can imagine how frustrating it must have felt to leave feeling overlooked and feeling that the experience didn’t reflect the value of your meal. We take your comments seriously, especially regarding how food was served and the overall hibachi dining experience. Thank you for taking the time to share your experience with us. We’ll be discussing this with our team and reviewing what happened to help ensure more consistent and attentive service moving forward. When you have a moment, please send us a private message — we’d really appreciate the opportunity to connect with you directly and make this right. Again, we sincerely apologize and truly appreciate your feedback.
excessive wait time for chef and poor service from staff
Business reply on Google
We are truly sorry for your experience. What you described is completely unacceptable and not the level of service we strive to provide. We sincerely apologize for the long wait, lack of communication, and the frustration you went through during your visit. We take full responsibility for what happened, and your feedback will be addressed with our team to ensure this does not happen again. We completely understand your disappointment, and while we respect how you feel, if you ever decide to give us another chance, we would be grateful for the opportunity to provide you with the experience you deserved. Thank you for bringing this to our attention
The server was inattentive and lacked enthusiasm during the birthday dinner.
Business reply on Google
Hi Cheri, we’re very sorry to hear your experience didn’t meet expectations, especially for such a special 21st birthday celebration. That’s not the level of service we strive for. We’d appreciate the chance to learn more and make this right — please feel free to contact us directly. Thank you for your feedback.
servers ignored customers waiting at the podium
Business reply on Google
I’m very sorry to hear about your experience. We truly apologize that you and your son were not greeted properly — that’s not the level of service we aim to provide. I’ll make sure to address this with our staff right away. We appreciate you sharing this and hope you can give us another chance to make it right in the future.
Poor food quality and small portion sizes for the price.
Business reply on Google
I’m very sorry to hear about your disappointing experience with us. We always strive to serve fresh, well-prepared food and provide great value and service to every guest, so I’m truly sorry we missed that during your visit. I’ll personally share your feedback with our sushi and hibachi chefs to ensure the food quality and portion issues are addressed right away. Please know this isn’t the standard we aim for at Tokyo Hana. I’d appreciate the chance to make it right if you’d consider reaching out to us directly. Thank you for letting us know, and we’ll do our best to improve from this.
Restaurant refused to serve customers before closing time.
Business reply on Google
After reviewing your feedback yesterday Aug 17(Monday), we looked into it through our security cameras and staff, and we found that after 9:00 pm there were no guests requesting hibachi seating — all orders were to-go, and no one left after coming in without placing an order. It seems there may have been some confusion with another restaurant. If this didn’t happen yesterday but may have occurred on a different day, please feel free to call the restaurant and ask for Amy so you can share more details — this would be very helpful for us. (If she’s unavailable, you can leave a message and she will return your call promptly). We sincerely apologize again for the discomfort and unpleasant experience you had, and we truly appreciate you bringing this to our attention. Please know that we are continuing training and oversight to ensure this kind of situation does not happen here, and we hope you’ll give us another chance to provide you with a much more enjoyable experience on your next visit.
Hibachi entrees were served cold and overcooked
Business reply on Google
We are very sorry for the experience you had on such a special occasion. This situation happened due to mistakes on our staff’s part, and we kindly ask for your understanding. Because of this error, your order was prepared with regular steak instead of filet, and we sincerely apologize for that. We are continuing to train our team so that this does not happen again. We also deeply apologize for the food coming out cold. We are already investigating what caused this issue and are working quickly to correct it. Thank you for bringing this to our attention, and we will keep improving to make sure your next visit is the great experience you should always expect from us.
excessive wait times for seating and service
Business reply on Google
I’m so sorry to hear about your experience. We truly apologize for the lack of communication and the delays you encountered during your visit. Your feedback about the hosts and the wait time for both seating and food is deeply concerning and will be addressed with our team immediately. We strive to provide excellent service at all times, and it’s clear we fell short. Thank you for letting us know about this. We hope you’ll give us another chance to show you the quality experience we’re known for. Please feel free to reach out to us directly if you’d like to discuss this further.
The restaurant has severe sanitation issues including dirty equipment and mold.
Business reply on Google
Thank you for your detailed feedback. I’m truly sorry to hear about your disappointing experience. Cleanliness and quality are priorities for us, and it’s clear that we fell short during your visit. I’ll make sure your concerns are shared with the team to address these issues immediately. Your feedback is invaluable as we strive to create a better dining experience for all our customers.
Slow service and incomplete food orders provided by staff
Business reply on Google
We sincerely apologize for the inconvenience you experienced at our restaurant. We deeply regret the lack of service and the shortcomings in the food quality you encountered. We understand the importance of addressing these issues to prevent them from happening again, and we are committed to enhancing our staff training and service processes to minimize any confusion, especially regarding food serving and order processing. Additionally, we will review and improve our operational processes to ensure both food quality and prompt service. Your feedback is invaluable to us, and we will strive to improve the quality of our restaurant's service based on it. We are dedicated to providing a better experience in the future. If you have any further questions or concerns, please feel free to contact us at any time.
The hibachi cook provided poor service and incorrect meal orders.
Business reply on Google
Mr. Kurt Wuest, thank you for your review. First of all, I don't know how to apologize. The disappointment you must have felt during your experience is what we want no other to feel. I am personally upset to furthermore find out our staff failed you & taking care of your family after you expressed your unhappiness with your visit. I am very appreciative that you took time to leave us a very detailed review. I will take everything you said, and inform my staff of what we need to do to better each customers experience. Please visit and find Amy, she will take care of you. We will do our very best to provide you with the services that meet your expectations on your next visit. Thank you.
Undercooked meat served and poor facility cleanliness reported.
Business reply on Google
Mrs. Caitlyn Owens We greatly apologize for the late response. Somehow, we are just now seeing your review. Your review was a huge shock and did bring some concern to us and our staff. The undercooked food you mentioned could be improved with more thorough monitoring and training of the staff. It also requires your continuous attention and review. So, we do appreciate your honest reviews. Regarding the other unpleasant odors you have pointed out, we will be careful to create a pleasant environment through additional detailed in-depth cleaning by the cleaning system. Once again, we deeply apologize for your negative experience with us, please visit us in the future!
Incorrect order placement and small portion sizes provided.
Business reply on Google
You had a bad experience. I'm sorry. Your compensation has already been processed, but I'm sorry again. We'll do our best for better service.
Staff was disrespectful and failed to return correct change.
Business reply on Google
Thank you for your visit. First of all, I'm very sorry for the inconvenient experience. In any case, customer satisfaction is the most important educational value of our restaurant. In response to the direct violation of such values, all employees were strictly alert and retrained with more firm warnings. Please visit again and experience the changed and better service. I apologize again and look forward to seeing you again.
Long wait times and disorganized food service in the dining room.
Business reply on Google
Dear Michael McHammer. Thank you for leaving a review and supporting our staff. There are many things to be supplemented, but please be generous. We will serve you with better service. Please come back. We will look forward to see you soon again.
Waiter ignored payment instructions and made offensive comments to customers.
Business reply on Google
Hello Issac Newton, I am so sorry for your experience this past week. We will work on bettering our server's services! We hope this bad occurrence does not make you not want to come back. We hope you come back in to future and have a top-notch experience. Once again, we sincerely apologize for the incident.
Excessive wait times and incorrect order fulfillment for pickup
Business reply on Google
Hi David, I am a manager from Tokyo Hana. We extremely apologies for our lack of attention on your order. There is no excuse for that. Today was really busy; therefore, we hope you are sympathetic with us. And also we are appreciated your review to improve our restaurant and help us become better. We will train our host and servers more carefully to avoid the same mistake. We again Sincerely apologize on our behalf. Thank you again for your feedback.
Incorrect order fulfillment and billing errors caused significant delays.
Business reply on Google
We apologize for our substandard service, and our lack of experience in management. We will take your advice seriously to ensure that the similar situation won't happen again. Therefore, thank you for your helpful review. We are also really appreciate if you are willing to give us a second chance. Sincerely.