itsu Bewertungen 

Dear Itsu Team,

I hope this message finds you well. I’ve been a longtime fan of Itsu’s delicious sushi trays and always look forward to enjoying your food. However, I wanted to bring an issue to your attention from my visit to the Euston Station location on June 19, 2025, around 9:30 PM during the half-price sushi sale.

While browsing, I noticed the sushi trays on the shelves felt warm to the touch, and the shelves themselves were not cold. I raised this concern with the staff at the cashier, who mentioned that because of the hot weather the temperature goes up and down but the sushi was fresh. Having worked in hospitality for over 25 years, I found this response concerning, as maintaining proper refrigeration for high-risk products like raw fish is critical.

With warm weather expected this weekend, potentially reaching 32°C, I strongly urge you to investigate the refrigeration equipment at this location to prevent any risk of food safety issues. There were approximately 60 trays of sushi on the shelves, and I estimate the temperature was not cooler than 15°C. Please ensure the equipment is functioning correctly and that temperature records accurately reflect the conditions.

You must investigate this matter

The way they respond when something goes wrong is the mark of a company. Itsu is exceptional in this regard. I had an issue scanning the app to collect butterflies, and the customer service I received exceeded my expecations.

Today I visited itsu in Richmond Upon Thames. I really fancied vegtable so i chose a veggie noodle bowl. However I was very disepointed when I found couple of pieces pea in my bowll and one piece of leave. The rest of thr bowl was just noodles and two dumplings. Spending over a £9 it really isnt worth it. As noodles un boiling water would cost £2max.
Just to add the staff was lovely though.

We had the pleasure of being served by Moses at Itsu in Heathrow a few months ago, and the experience has stuck with us ever since. He was so cheerful and friendly that the wait to board our flight flew by. He made us feel truly welcomed and checked in on us with such warmth. This review is long overdue, but I promised I’d write it! Thank you, Moses, for being yourself and making our friends' trip even more enjoyable. (At the Itsu airport Heathrow)

Amazing service from Jalal in London, Carnaby street today!

Went out my way to leave this review as itsu always have been very professional and take their customers seriously (in my experience, and I’ve been eating from itsu for a few years now). Their food is healthy, filling and well priced. Also their loyalty program is really good and I seem to have a free meal every 4th visit (Monday you get double butterflies).

I have to start by saying that the food is always hot and fresh. Eat beautiful applies to how I feel when I am consuming the food. I find I am looking for Itsu food when I go shopping. I’m a daily consumer of your chicken noodle soup which also puts me on first name terms with the team wher Adrian, Davide, Valerio always help me, greet me with a smile and make me feel welcome. The restaurant is always busy which for me is a good sign of good food. As a licensed London taxi driver I mention Itsu now and again as I drive by which gets a pleasant response

I measured a 500ml carton of ramen broth. They are not 500ml. They are 480ml. I'm off to report to my local council now. I can't call them. They don't provide a number.

Tried Itsu a few times and each time I’m left disappointed. The food is bland, the portions are tiny, and it always feels like you’re paying for the packaging and branding rather than actual quality. It’s all very basic stuff dressed up to look extravagant. Definitely not worth the price.

The experience was amazing. Everyone was so nice and thoughtful. She answered all of our questions and the worker was so thoughtful.

Had chicken gyoza to eat in, the dish was cold like just taken from the fridge, not eatable at all. Would not recommend

We had a tea and coffee at the Itsu in South Terminal at Gatwick before our flight and were served by Moses. He was very friendly and made an excellent flat white and lovely cup of tea for us. One of the most cheerful chaps we have met in a long time!

Me and my partner went, staff were lovely and helped us, we tried miso soup for the first time i enjoyed it, my partner didn't, great atmosphere, very quiet and very friendly staff, would massively recommend the Trafford branch!

On Monday 24th February I visited itsu at Wembley Park at approximately 5 pm

I ordered tea with oat milk

While I was waiting for it to be prepared staff member put dairy milk into the tea.

I am very concerned about this . Luckily I saw him do it. If I had an allergy to dairy products that could’ve made me very ill.

I believe this is a major failure in staff training programme.

staff must tell customers if oat milk is not available and not just use dairy milk without telling the customer.

It is very important that customers feel safe in your stores. With an incident like this, I would have serious doubts about eating there if I had any sort of serious food issues.

Please speak to staff at Wembley about allergy awareness.

Thursday 20th February 2025 I have been at Itsu in Gatwick south and been served by Moses and he was fantástic!!! very nice gentlen full of passion, he made a very good costumer cares and the food also was delicious!!!

I’m in the Gatwick airport itsu and am amazed at Mose’s hard work and lovely attitude so nice to speak to

What’s going on woth itsu!!!!! The food is always messy with cracked open sushi and not well cooked rice. This is the 5th time. The drivers are often blamed which is not fair! The food presentation is awful. Quality is a very noticeable absentee to say the least . Also why pack soy plastic bottles within the food. Truly unsanitary and unsafe. No more orders from them!

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.