You Me Sushi Wembley

HORRIBLE EXPERIENCE Visited the store on Wednesday 12th January 2022 and had a hair in my sushi at the Wembley London Designer Outlet Store. We had placed a large order consisting of the following: 2 Vegan Dragon Rolls, 1 Vegetable Gyoza, 6 Salmon Nigiri and 2 Salmon Maki In the Salmon Nigiri, there was a hair in between the salmon and the rice which we found. We took photographs which were sent to the store upon request. We also called the store and spoke to a lady there who apologised and said she would replace the dish (considering the salmon pieces were all in one dish), when we were to come to the store next. I visited the store on Friday 14th January 2022 to collect the plate and was told that I could not as I was supposed to come back on the same day, then I was told I should have come back by Thursday. This is absolutely unacceptable as I was not told this on the phone. I live 5-10 minutes away from the store, which means I could have gone earlier if this was a requirement, however, it was not something told to me. In addition, I spoke to the manager of the store over the phone and he claimed the above, following that he would need to review the CCTV footage as “we have microphones on all of our cameras too”, possibly as though he was trying to scare me into believing that I misunderstood what I was clearly told on the phone. I was also told that I should’ve brought back the sushi and the hair to the store, but the employee I spoke to did not ask me to do so. The manager also claimed that I may be trying to claim free sushi, this is unacceptable to say to a customer. I then emailed their customer service making them aware of the situation, they forwarded the email on and on Wednesday 19th January 2022 I had received a call from the manager who was extremely rude and refused to listen to anything I had to say as he was too busy claiming that anyone can put a piece of hair in their sushi. He then claimed certain employees were working that day, some had no hair, but where did the hair come from then? Even though, there was a woman at the store who I spoke to on the phone. For me, it’s not about the money of a plate of sushi, it is what is morally correct and that would have been for him to apologise for the hair and offer a plate of sushi when I was to come next. But as expected following my call with him in the store the previous week, he was adamant that he was correct and was explaining to me that every single person could do this. After 10 minutes of listening to him drone on about this, I decided to get on with my day and write this review so others are aware of the incompetence of the management at this store. I am utterly disappointed with the service I have received from You Me Sushi.

Comfortable place with friendly and quick-to-serve staff. Very clean and food is placed in a way where you can see the variety that they have to offer. Sushi is fresh and chilled; the spicy California rolls taste amazing! Highly recommend.

Ordered a poké bowl on Uber eats and it was much bigger and tastier than expected, great value for money!