we went to masu restaurant after it's recently been opened to public. we were only there to have a few drinks while waiting for the depot next door for a table. i order one of their signature cocktails and the bartender told me," no you can't have it. we don't have the alcohol in it." after one week of being opened you actually don't have the ingredients on the drinks menu? are you kidding me? the next cocktail i chose came out so sour it was almost undrinkable, and trust me i've tasted my fair share of cocktails none was as sour as this!
when we got up to pay for our few drinks, we were standing at the cashier for ages as the "manager" was serving the 2 patrons before us. after they have paid, rather than attending to us, the manager went to the front desk and carried on without acknowledging us waiting there. we had to ask one of the waiters to say we wanted to pay. to our disappointment he said, "sorry i can't do that. only our manager can." and left us waiting longer. while standing there, we were constantly asked to move away as it is the busy entrance and waiters/waitresses constantly walk around with drinks and plates. we felt like we were in everyone's way for wanting to pay!
finally we asked the manager to come over to the cashier to take our payment, he couldn't find our bill, mumbled" wonder if you have a tab," we could have told him what we had with the dollar value if only he had acknowledged us. finally payment was made after such a mission for a few drinks, what will happen if we had food and with a bigger group standing there?
during the entire process, no apologies at all. in fact when we finally got the manager's attention, we were abruptly interrupted as one of the waitresses was stressing over two "important" guests dining that night. felt like they are like a bunch of kids with their manager being the parent and too scared to do anything until ok'd by him.
at the same time when we finished dining at the depot (my 3rd or 4th time there), we had to wait for a bit to pay as well. the waitress apologized to us, asked about our meal and had a general chit chat. things we normally take for granted but leaving us feeling like valued customers.
i understand masu had great publicity due to the tv show and all the promo, but if the basic customer services is appalling as we had experienced for drinks, what can we expect of the food and services? i'm sure this is not how the image of masu that the owner envisaged to be.
this is my first review. i've never felt as compelled to write one until now. much work needed in their waiting staff on grounds.