itsu Avis 

Itsu packing size is really small now. I used to get a rice box for lunch and it would fill me up. But the new packaging is rubbish it’s so small. It’s shame used to like itsu for my healthy lunch option but I won’t be back again. £9.25 for a rice box that doesn’t fill you up.

I was served by a lovely lady called Jun at the store in Bristol-she was very polite and gave lovely customer service. The food was nice too and served efficiently. Overall a fab visit.

Very polite staff, especially Moses!

Moses was very kind and helpful

I've always loved itsu – the food is fresh, delicious, and consistently high quality. My Japanese friend even said it's the best sushi chain in London, which says a lot! It's my go-to place for lunch with my fellow stressed bankers during our lunch breaks, and it's also my first choice whenever I'm at the airport. I know I can always count on itsu for a healthy, tasty meal.

I also wanted to give a special thank you to Sandra G. from Customer Service. She was incredibly kind, attentive, and genuinely cared about resolving my request. She went above and beyond to help, kept me updated throughout, and even followed up afterwards to make sure everything had been sorted. I also really appreciated her telling me about the itsu rewards app, as I wasn't aware of it before. Thanks to Sandra, I've now downloaded it and will definitely be using it going forward. It's rare to come across such thoughtful and customer-focused service these days, and Sandra is a real credit to itsu.

If I had one small suggestion, it would be regarding the soy sauce. The same small bottle is provided whether you buy a smaller or a much larger sushi box, and for the larger boxes it simply isn't enough. It would be great if the amount of soy sauce matched the size of the meal. Other than that, I couldn't be happier with both the food and the customer service.

Really poor service from "Rachel" (pink haired Asian) in Itsu Trafford Centre today Man Hester today. Poor demeanor, rolling eyes and not helpful.

Receipts 71581 and 71850

The guy we were so happy and thankful to be helped and serviced by in this place is absolutely amazing, his name is Moses, and he makes really good matcha latte and blueberry matcha latte... He even helped us with finding out what the dishes was by showing us the film on the screen telling us what was what from the menu🙏 He's kind hearted and cute, he even kinda sang for us, when we begged to sit in the closed area bc I've a pain 😍 ... We'll definitely go back for this excellence. Greatest customer service!!! The food tastes very delicious and healthy. It was ready to eat in a few minutes.

I used to be a huge fan of itsu because of their extensive vegan selection, especially the ‘no meat Monday’ salad, which became the tofu poke bowl; as well as the veggie dragon roll and veggie sushi platter. They have now discontinued the poke bowl as well as adding egg to both of those sushi options, leaving an avocado roll as the only vegan sushi option. The hot dishes are tasty, but extremely fatty. I will sadly have to take my regular business elsewhere now. What a shame!

I go to the Itsu in Trafford Centre almost every lunchtime and so does my colleagues. I must say Rachel there alway give her 100 and plus% to make sure we have a great experience. The food is outstanding and I feel I can have a relaxing lunchtime there always.

We visited the Bath branch today. Clean, light and airy. Helpful staff for us oldies who find electronic ordering a bit daunting, especially as we are relatively strangers to the food style.
We ordered Chicken Teriyaki and it was perfect. Hot and tasty. Really enjoyed the extra sauces available on the tables. Loved the way everyone cleared up after themselves at the waste station. Just wish there were more branches of this excellent venue. It is our go to place when we visit Bath again. Will return in August.

I'm a regular eater at Itsu, mainly the Strand branch, and have noticed that over several months the company have made changes and not for the good. General food quality is down, and freshness of the product is definitely down, and quite concerning on occasions. The stores themselves and not as welcoming and friendly as they once were, and the removal of providing trays and soy sauce at the tables is just not acceptable. I just don't want to eat here anymore and I think today's visit will be my last sadly. Itsu I don't know what your long term plan is, but it certainly isn't to keep long-term customers, very disappointed!

I had a problem with the dye on the paper carrier bag, after contacting them on the website, Sandra replied within the hour and resolved the problem immediately. Very happy with the outcome.

I’m a regular customer to the lovely Itsu branch on kings road Chelsea London …
I’m disabled with mobility issues and chronic nerve damage.
The staff & managers at this branch are incredible.
Always helpful…
Always professional and knowledgeable..
Always kind and patient.
I always look forward to buying my meals here.
I want to thank all the staff especially Jishan… Itsu is very fortunate to have this member on your team , all the staff are wonderful and I am so so grateful to them all for looking after me when I visit.
Thank you so much…
Christina

Love itsu, is so tasty convenient and healthy, love their dragon rolls and their chicken rice and broccoli bowl. Always my first option when it comes to eat.

We bought the larger size sushi boxes and they were disgusting, tasteless salmon and the rice was stodgy with a weird taste.
I’ve always loved Itsu food but things have become very dull with little choice , a noticeable stinginess of fish and inflated prices.
Now I add to the list very unappetising food, what a shame.

I bought a sushi festival on 12th April at around 7 pm at London Victoria train station (receipt no.347039). I didn’t feel anything wrong before eating that and I ate that only for dinner and didn’t eat anything after that. I started to have diarrhea this morning and so far I had 6. I have reported it to Westminster Council.

Despite sending an email as requested on Monday to to customer services, Tom Sugarman and Clive - Absolutely appalling customer service. I raised a complaint on Monday and I still had no acknowledgement or response. Not satisfactory at all for a high-end eatery.

I placed an order from itsu via Deliveroo for nearly £50, and the entire experience was completely unacceptable.

The food arrived in a disastrous condition: everything was spilled, the packaging was soaked through, containers were broken, and food had leaked all over the box. It was unhygienic, looked disgusting, and was absolutely inedible. The entire order had to be thrown away.

I contacted support and provided clear photo evidence. Despite this, I was told that “everything is fine” and the food is okay. This response is frankly shocking. It shows a complete lack of accountability and basic customer care.

I expect a full refund for this order. Charging customers for food that arrives in this state is unacceptable.

If this is not resolved promptly, I will escalate this further — including raising a formal complaint and sharing this experience publicly.

This reflects extremely poorly on both itsu and Deliveroo.

I will not be ordering again.

Today was the first time when I had Itsu ( Luton airport) prawn crunch dragon roll and miso soup.
The service of staff excellent.
The food absolutely horrible! This roll has nothing to do with real Japanese or other Asian made. No taste, very dense inside, not enough avocado , wasabi and yuzu mayonnaise almost inexistent. I ve lived for 20 y. in Far East, Japan, Korea, Thailand etc. If you want to eat the worst quality sushi roll definitely it is made by Itsu. Many people don't know how the real taste of Asian food is or maybe they are very hungry and hadn't choices. Please improve your recipes...

I had a vitality noodle bowl. Supposedly 22 plant points. It was bland, largely rice noodle and very few veg. Hugely disappointing. I will not order again. The previous vitality rice bowl was great!