Shiro Restaurant

We have been patrons of Shiro Restaurant for the last several months. We would typically order sushi rolls spending between $100-$150 every week. We were trying to be supportive to our local restaurants throughout the pandemic , especially during the time when restaurants were limited to carryout orders. We would typically order on a Sat. or Sun between 4-5 pm. Our average order was for 15-20 rolls of sushi plus salads. We enjoyed the freshness of the Shiro sushi & that they were very accommodating to my husband who suffers from Celiac. We also were lenient with the length of time that it would take to prepare our carryout order, occasionally waiting 1 hr. plus for our carryout. We had never had an issue up until this last Sun.4/2. We called Shiro to ask about how long the wait would be for a carryout order. The girl employee that answered the phone didn't know, so she asked another employee. That person picked up the phone and told my husband that they had only one carryout order in and it would be 20 min. So, we immediately got our order together & placed the order on the google restaurant ordering tool. The order was confirmed and it stated that the order would be ready between 5:09-5:24. We placed this order at approximately 4:15. So I immediately called Shiro to verify receipt of the order and how long it would take. We were told an hour. We placed this order within 5 minutes of our initial call to them. Once we arrived at Shiro we called to inquire the status of our order. We were told that it would take at least 15 more minutes. I then went into the restaurant to pickup our order and the man employee told me that our order wasn't ready yet. Also noting that they were having packing problems.I am not sure what that meant. He seemed scattered and ill prepared for customers. He then asked me again for my name and then said "Oh here it is!" He asked me to sign the receipt and gave me my order packaged up in a cardboard box.Once my husband and I arrived at home, I unpacked the order and noticed that our 2 salmon rolls were not in the box. Also, that our AAC rolls had tempura sprinkled on top. Note that ALL of our orders emphasize GLUTEN FREE on all of the sushi. I immediately called Shiro. The girl employee who answered the phone stated that they made a mistake and gave us part of someone else's order. She offered to replace the items or give us a credit. (They had also placed one of our avocado rolls next to the tempura rolls, making them contaminated with gluten/wheat) Then abruptly a gentleman employee got on the phone and said, "what's the problem with your order?" I explained to him what had occurred and then he became very argumentative. Asking me if I was going to bring the order back. I told him that I wasn't asked to bring the order back. He then went on to say that he needed to see the order to identify what happened. I was very taken back at his request. We had already driven almost 1 hr. round trip & he wanted to see what was done in order to give us the missing salmon rolls and replace the AAC & avocado rolls that were packaged together in the same box. I told him that we would be on our way to get our order corrected. My daughter left to bring the incorrect part of the order and get what we ordered. I received a call from the man employee. He began to tell me that they would make fresh salmon rolls. However, the AAC & avocado rolls were safe for my husband to eat. I told him that we have ordered these very same rolls with our past orders and that they had never had tempura sprinkled on them. He then told me that that is how they prepare the AAC rolls. that it is 100%safe and gluten free. I told him that I wanted new rolls. He said fine & told me that he would have them ready. Then a few min. after that he called me again. This time asserting that it was my mistake. I ordered the wrong AAC rolls. That I ordered it with the tempura on top. He maintained that the tempura had no wheat, then only to find out that it did. Then said "My bad!" He was untrained about food sensitivities. Do not recommend!

Really enjoyed everything about this place. Our server was great. He helped us navigate the sushi menu so our celiac friend could eat safely, and was very attentive but not smothering. Like just the right amount. The fish was very fresh, very tasty. The tako yaki is the bomb! But while it's super tempting to dive in right away, wait until it cools because it's extremely hot right out of the pan. We'll definitely be back for more.