itsu Avis 

On 23 December 2024 I ordered some Chicken Teryaki from our local Oxford shop, to be delivered by Deliveroo. In the past, when returning home from shopping in the city, we had occasionally bought this as a treat. On both Deliveroo’s and Itsu’s websites the photo of Chicken Teriyaki was as we had always known it, namely nice large slices of chicken, with green beans and vegetables to one side, all on a bed of white rice.

Unfortunately, what we received from Deliveroo bore absolutely no resemblance whatsoever to what we were expecting. Instead, I received two cardboard bowls in which was an appalling mess of brown sludge, consisting of tiny slithers of broken chicken, with occasional pieces of green beans and one or two minute pieces of red vegetable, together with rice, all mixed together in a brown liquid. Not only did it look appalling, but it did not smell very nice either.

Not having anything else for dinner, we felt that we had no alternative but to eat it. Unfortunately, however, having tentatively sampled a couple of small mouthfuls, we found the taste so awful that we could not possibly eat any more. Not only that, we were left with a very unpleasant taste around our mouths for several hours afterwards. On attempting to contact the local Itsu shop, I found that they had closed at 9.00pm, and realised that, having ordered at 8.30pm, we must have received their ‘leftovers’.

Feeling extremely angry and upset, I contacted our local Deliveroo online to request a refund, only to be flatly refused. Fortunately, I was able to find the Itsu Head Office in London, with a website where I could send a detailed account of the food and request a refund. I was subsequently contacted by a lady, Sandra, Customer Communication Manager, who assured me that Itsu would look into the situation for me.

Communications with Sandra at Itsu, and Deliveroo, continued daily throughout that week, including over the New Year, but nothing was resolved. Eventually Sandra explained that they were waiting for the Manager to return from holiday, but even when this had happened I still had to continue enquiring each day as to what was happening. Apparently, the Itsu manager was trying to visit/speak with the manager of the Oxford shop to establish what had happened. Throughout this time, Sandra assured me that Itsu would make a full refund to Deliveroo, sufficient to also cover their charges, in order to allow Deliveroo to make a refund to me.

In the meantime, contrary to this, Deliveroo was also communicating with me, on 2 January writing to say: “Based on the information available, we're unable to offer you a refund for this instance.” Needless to say, I was not at all happy about this and lodged a complaint with my bank.

All of these communications continued on and on inexorably throughout January, until finally, on 23 January, a whole month later, I received an email from Deliveroo saying: “We’ve refunded £25.77 using the payment method you used for this order. Depending on your bank, you should receive this in 5-7 working days.”

As one can see from the above, it is inadviseable to buy takeaway food without first viewing it. Having since read the Itsu reviews, and noted that several people became ill, I can see how close we, too, were to suffering in the same way. This is completely unacceptable.

While Deliveroo has since refunded me, the fact that they would have done nothing had Itsu not compensated them does not reflect well on them. Nor did I appreciate the length of time they took to investigate this problem.

When dealing with a situation as the above, don’t give in. Keep contacting them until they do what is right.

I will not buy from either Itsu or Deliveroo again.

I purchased the Itsu Teriyaki chicken 4 bao’buns from Albert Heijn in Belgium. However, the description provided for preparing it from frozen was completely inaccurate. We spent 6 euros to discard three buns because they were not heated properly and were inedible.

Overall, the flavor of the chicken is decent, but the instructions provided are severely lacking. I’m curious to see how they react to this.

very good service and very nice people highly recommend

Terrible food

Great experience at itsu thanks to hospitality of Moses at Gatwick Airport south terminal

Big up to my guy Moses who works in the itsu in Gatwick airport kind,gentle and welcoming and made my journey even better when him putting on a smile

Thanks Moses continue to shine light on others 🤞

I will NEVER order from Uber Eats again and I wish I had looked at reviews before ordering. I mistakenly ordered from itsu in Bristol which was quite far from my house. First of all on their website you don't get warned when this happens - as opposed to Deliveroo which does let you know. Secondly, I realised my mistake right after I placed my order and tried to cancel which is impossible to do on their website. I was asked to download the app which I did but by the time I downloaded the app the order had been accepted. I contacted Uber Eats which basically told me it was my responsibility to cancel in time. Even if I had been quicker in finding out how to cancel my order merchants tend to accept the order straight away which makes it impossible to cancel. Uber Eats charged me for the food.

Great place, tasty food,

I take sushi from itsu each time I travel from Stansted

At Itsu Reading Gate and clean restaurant and friendly staff. Food was quick and great too!

Excellent service, lovely food,I can highly recommend it.

As Itsu virgins we enjoyed a lovely first time experience at the Itsu Liverpool Street. The staff were exceptionally good at helping us navigate our way through the ordering process, the food was hot, tasty and efficiently produced. We’ll certainly try Itsu again!

Same as review below about Camden High Street - took our money but provided us with hardly any of our food. Then said no refunds given after 5pm. Conveniently the receipt printer didn't work either. Against the law and will be following up.

Terrible food, looks nothing like the pictures on the touchscreen. Bland and not appetising. Not as healthy as they portray, only went as part of a Vitality discount but wont be going again.

My favourite food when I in a hurry.

Very good sushi sets that are ready to go.

at Stansted airport I also alway take one of those

Had a really bad experience with a employee from Itsu Brussels airport. (Okt 19th 2024, 17:53) I bought a sushibox for my 8 years old son and for me a chicken miso noodle soup.
The sushibox contains sake nigiri and aside: ginger, soy sauce and a wasabi sachet. The text on the template: salmon nigiri & pickled ginger made fresh today.
My son took a bite and then realized there was already wasabi in the nigiri (rice). So I friendly asked the employee (woman, not sure if her name is Sirine) if I could get another box because it’s for my son. She could say no I’m sorry I can’t do that but she didn’t. She just laughed at me and was very rude. She said, no because you could have read the label on the bottom of the box. It’s your responsibility to check that. I was surprised that an employee could be this rude. So I said to her, I won’t discuss this with you but I think you’re very unfriendly. And then she only laughed (with her colleague).

I like some of the food dishes and the jasmine tea and consider it good value for money.

I have been put off at a couple of locations by the excessively loud music being played. Turn the volume down, please.

High St Kensington, absolutely shocking service, I ordered two teas and as I collected them the staff member (if she could have) nearly through them at me. I had to ask for sugar and was passed two sachets, I said I needed more she said sorry that's all I have (please) I said well I need more than two, she looked a little harder and found another two. She then walked away, I then had to ask for milk, she then got the carton from the fridge and poured some milk into a disposable cup, now I have 3 cups to carry two very hot drinks, she didn't offer me a tray nor did she ask me. I then struggled to carry all the cups out to my disabled wife who was waiting for me in her wheelchair just outside waiting at the table. I managed to get there only burning my index finger and thumb (it could have been worse). The sugar sachets we're brown sugar, which I don't like in my tea, I then approached the same staff member (Trust me if there was another I would have chosen them) I said I would like white sugar, she responded very disgruntled and said, well we only do brown. I had to walk away before I lost my temper. Absolutely disgraceful and shocking service, I will never again use this company and I will also make sure my family and friends are aware of this shocking behaviour and service in a hope they too refuse to shop at Itsu in the future.

feel sick after eat a very salty food from Itsu .never again

Moses at Gatwick South Itsu was amazing. Could not have done more to look after us. This is the service I would like in every restaurant I go to. Food was also good, tasty and reasonably priced. Do not like the wooden spoons and forks though, they change the taste of the food and feel horrible in the mouth.