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Businiess name:  Shinjuku
Review by:  citysearch c.
Review content: 
We have visited Shinjuku at least 6 times since they opened. The quality of the food has consistently been much better than the ""chain"" Hibachi-style restaurants like Benihana. In addition, the service in the past was always prompt and courteous. Shinjuku was a pleasant and unique addition to the numerous restaurants in southeast Aurora. Our most recent visit, however, was horrible, and if you want good customer service, avoid Shinjuku. We had 4 adults and 3 children in our party and we brought 2 coupons from the Entertainment Book online to use for a Buy One/Get One entree. Entertainment's policy clearly states that for group dining, you may use 1 BOGO coupon for every 2 people in the party, to a maximum of 3 per table. However, we were told by the assistant manager, Jayne, at Shinjuku that they would only honor one coupon for the table. This clearly violated Entertainment's policy. Reluctantly, we decided to have dinner there anyway, since we had always had good experiences in the past. When the bill arrived, we noticed that a 20% tip had been automatically added to our bill. When we questioned it and asked where it stated that they were going to add on a 20% tip, Jayne could not provide an answer. Her demeanor was argumentative and combative. Many restaurants do this for large parties, however, this policy is ALWAYS stated clearly on the menu or by the waitperson. In this case, she just decided to arbitrarily add 20% to our bill. Be careful of this restaurant. They seem to make up their policies as they go, and they are always in their favor. This is a big sign of a restaurant that is in trouble. When it comes to good customer service, the customer is supposed to be right. But in the case of Shinjuku, the customer is always wrong and they don't seem to care if they lose a customer or not. It's a shame because the food really is very good, however, it does not make up for the how they treat the people who should be the most important aspect of their business. Pros: Food quality and portions Cons: Poor customer service, bad management

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