Chicken Ramen, noodles in broth - disgusting, and a rip off even at introductory price (Sainsbury). I gave more time to stew than the recommended 5 minutes but vegetables still like blue tack. Sauce/B... Toon meer
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They gave me poisoning. I usually avoid all sorts of trips to the doctors, but after I’ve taken all medications possible to make my vomiting, nausea and headache better, I had to go to the hospita... Toon meer
Bedrijf heeft geantwoord
I visited both Itsu store in Cambridge and Itsu store at Stansted Airport and I had a great experience. The staff was friendly and I was satisfied with the sushi quality. I experienced an issue with t... Toon meer
Bedrijf heeft geantwoord
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 order... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
Delicious, healthy, Asian inspired food, freshly made everyday in 70 beautifully designed shops
Contactgegevens
King's Road 47, SW3, London, Verenigd Koninkrijk
- itsu.com
3,2
Gemiddeld
330 reviews
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Itsu going down the pan
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.
21 april 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review and for sharing your feedback, Estrella. We're really sorry to hear that the food didn’t meet your expectations on this occasion, as this is not the standard we aim for here at itsu.
We’d really like to look into this further. Please feel free to write to us via the https://www.itsu.com/contact-us/ section on our website with a few more details of your visit, and we’ll do our best to investigate and make this right.
I bought a sushi festival on 12th April…
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.
12 april 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review.
We’ve shared your feedback with the Health & Safety team and have already reached out to you by email. We’re currently waiting to hear back from you so we can continue looking into this fully. As soon as we receive your reply, we’ll make sure this is investigated thoroughly.
Customer Complaint
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.
5 april 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your message. We’re sorry to read your comments and have requested additional information via Trustpilot, as we’re currently unable to locate your original message.
If possible, could you please resend your details via our contact us form so we can look into this asap? https://www.itsu.com/contact-us/
Totally damaged and I unhygienic order delievered
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.
5 april 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review, Tetiana.
We’re really sorry to hear that you didn’t have a good experience ordering through our Deliveroo delivery platform. From what you’ve described, it sounds like we let you down on this occasion, and that’s certainly not the experience we want for our delivery customers. We’d like to follow this up as a matter of priority and offer a resolution.
To help us investigate, please could you submit the details of your experience via our feedback form at www.itsu.com/contactus using the keyword “delivery”. Please also include your Deliveroo order number and any relevant details.
Our Delivery Team will get back to you quickly to arrange a refund and to explain how we’ll be addressing this to prevent this from happening again.
We normally have strict processes in place to ensure food arrives safely and in good condition, so we take feedback like this very seriously.
Thank you for taking the time to share your experience and we're now waiting on your email submission and will follow this up as soon as we receive it.
Eating sushi roll in Luton Airport
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...
2 april 2026
Review zonder uitnodiging
Antwoord van itsu
Hi Beatrice, thank you for taking the time to leave a review.
Just to clarify, we don’t currently have an itsu location at Luton Airport, so we’d like to understand which store you visited. We’d be happy to speak with you directly or follow up over email so we can look into this properly and pass your comments on to the right team. We’ve also requested some additional information via Trustpilot, and you’re welcome to contact us via our feedback form as well. Thanks.
I had a vitality noodle bowl
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!
29 maart 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review. Sorry to hear the Vitality Noodle Bowl disappointed, especially as you enjoyed the previous rice version. We’ll share this feedback with our team, and our customer care team can be contacted via our website if you’d like to follow up.
Got salmonella and tasted horrible
Not only did it taste incredibly bitter and vile, I also contracted salmonella. As if it could not get any worse, that food was late by 45 minutes. Horrible!
15 maart 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your message. We’ve reached out to you directly via Trustpilot so we can obtain more information. We take this very seriously, and we’ve already raised this internally. Our Safety team is currently waiting for your email confirmation so they can continue their investigation.
Alternatively, could you please get back to us via this link: https://www.itsu.com/contact-us/ or by emailing customercare@itsu.com
Choosing, paying and food delivery is tedious.
The food is fantastic.
They have changed their really efficient and organised menu, paying and delivery system to a multi queue mess. Queuing twice to get product marked at takeaway prices. The staff member must have been asked a lot to inspire the patronising reply.
Turned this regular lunch spot to an irritating trial.
21 maart 2026
Review zonder uitnodiging
Antwoord van itsu
Thanks for your feedback, and we’re glad you enjoy the food. We’re sorry the new service system caused frustration, queuing twice and receiving an unhelpful response isn’t the experience we want for our customers. We shared this with the team to review and improve.
We’d love to chat this through. If you’re happy to share more details, please contact us at customercare@itsu.com or via itsu.com/contact-us
My first experience of its ok i only…
My first experience of its ok i only went in for a coffee at Euston piazza but will be my last the woman that served me was so rude so unhelpful she needs to find another job
6 maart 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review Donald, and I’m really sorry to read your comments about your visit to our Euston Piazza store. We’ve sent you a ‘request for information’ via Trustpilot and have also replied to you by email so we can arrange a call. We’d really appreciate the chance to discuss this with you and resolve what happened.
Malvis, excellent customer service...
I picked up the Veggie Deluxe Box from Itsu at the Trafford Centre on Friday, and it was excellent. Fresh, colourful, and genuinely satisfying. The variety was spot on, with a great balance of flavours and textures throughout. Light enough not to feel heavy, but substantial enough to keep me going through a busy afternoon.
What really elevated the visit, though, was the service. Malvis was an absolute credit to the branch, a lovely guy, incredibly helpful, and with a genuinely warm manner. Nothing felt rushed, and he went out of his way to assist with a smile that felt completely natural.
Great food is important. Great people make it memorable. I’ll definitely be returning.
13 februari 2026
Review zonder uitnodiging
Antwoord van itsu
Hi Darren, we’re really grateful you took the time to share your experience and thank you so much for reaching out to let us know about this wonerful customer service! We’ll share your message with the team and ensure this person is recognised. This is exactly what we teach our teams good hospitality looks like. See you soon!
delicious fresh food and nice staff
delicious fresh food and nice staff. I visited in Cribbs Causeway
12 februari 2026
Review zonder uitnodiging
Antwoord van itsu
Hi Anett, thank you for your lovely review!
We're so pleased you enjoyed our delicious fresh food and found the team nice and welcoming.
We've contacted you directly as we'd love to know which itsu location you visited so we can share your kind words with the right team.
Hope to see you again soon 💗
The portion sizes are laughable!
I ordered a chicken katsu pot with rice. The so-called normal portion came in a small container that was only half full. I paid £10 and was still hungry. The katsu sauce tasted like it was made from instant powder. Absolutely robbery.
30 januari 2026
Review zonder uitnodiging
Antwoord van itsu
Hi Kenzo, thank you for letting us know. We’re really sorry to hear about this experience and that’s definitely not what we expect in our shops. The best way to flag issues like this is through our https://www.itsu.com/contact-us, as it allows our food team to investigate and follow up directly. Could you please share the details there? We’ll make sure this is looked into and resolved. Thanks.
St Albans branch
St Albans branch, 28th Jan, I had the Chicken bowl. The taste was awful and the chicken tasted funny- pretty sure it was a left over from days ago forgotten in the fridge.
Never again
28 januari 2026
Review zonder uitnodiging
Antwoord van itsu
Thank you for your review Angela, and we’re really sorry to hear about your experience at our St Albans branch. We’ve already reached out to you directly so we can look into this properly with the team and offer a resolution. Thanks again for letting us know, and we really appreciate you taking the time to tell us.
salmon tartare poké bowl - new recipe awful
Until yesterday, I was having the salmon tartare poké bowl several times a month but this new recipe isn't right. The sort of green seaweed is vile and the tahini is missing (replaced by a simple citrus & soy sauce-clearly as it's cheaper).
Until the recipe changes back to what it was, I am not having this meal again, which means not going to Itsu anymore.
17 januari 2026
Review zonder uitnodiging
Antwoord van itsu
Thanks for your feedback, and we’re really sorry the new salmon tartare poké bowl wasn’t to your taste. We’ve passed your comments to our Food Team so they can review what’s gone wrong here. We’d love to make it up to you please feel free to get in touch at customercare@itsu.com so we can help.
I had the most disgusting experience…
I had the most disgusting experience ever in every aspect of it; there were two Indian guys, the one that was serving the food was touching all the surfaces around the pace and then he would go prepare the food for the customers without bothering to wash his hands. He thought it was totally fine to put his hand on the food and give it to someone to eat….the other guy started to clean the place with about 40 minutes before the closing time and was raising all the dust in the air that I had to actually talk him to stop. Than they both (and another Indian lady) started to make comments and laugh about me complaining like we were the ones in the wrong. It was an absolute joke and unacceptable behaviour. Someone should go and inspect the place as they are certainly not serving food in a clean and customer safe manner. Not going to that place ever again.
20 december 2025
Review zonder uitnodiging
Antwoord van itsu
Thank you for sharing your feedback, Anca. If you haven’t already, the best way to report issues like this is via the contact us section on our website. This allows both our Operations and internal Safety teams to review the matter thoroughly and clarify any concerns you might have. We take hygiene and customer safety extremely seriously, and your report will help us investigate and take corrective action. Thank you again for bringing this to our attention.
Miso Sad
Used to be my Friday treat, but quality gone down hill. Miso soup was more like hot water ! Not great
12 december 2025
Review zonder uitnodiging
Antwoord van itsu
Thanks for sharing your feedback, Steven. We’re really sorry to hear the quality wasn’t what you expected, especially as it used to be your Friday treat. Could you please write to us via the itsu contact us page and include which itsu locations you usually visit? This will help us look into it and make things right.
Drop in quality
We used to buy Itsu seaweed in bulk. We happened to get a bad batch where the supposedly Sriracha seaweed had no seasoning at all. No salt, definitely no sriracha . I got in touch with customer support who told me they would be sending a coupon as compensation. 3 months later I messaged them again saying nothing ever arrived. They said they would send it straight away. Again, never arrived, I don't think anything gets sent as they could simply email you the code and save costs.
Really disappointing as it used to be our go to snack, but we were left with hundreds of flavourless/soft seaweed and won't be buying again after the way support handled it.
1 oktober 2025
Review zonder uitnodiging
Antwoord van itsu
Thank you for sharing this with us and we’re really sorry you’ve had such a frustrating experience. We completely understand how disappointing this must feel, especially when you’ve been a loyal fan of our seaweed snacks.
Please email customerservice@itsugrocery.com and we’ll make this right for you straight away. We’d love the chance to turn this around and restore your trust in us.
Your feedback matters a lot, and we’ll make sure it’s acted on so this doesn’t happen again.
They claim they accept you without…
They claim they accept you without experience then reject you
4 november 2025
Review zonder uitnodiging
Antwoord van itsu
Hi Hanna, we're sorry to hear this. Please send us an email at customercare@itsu.com, we would love to assist. Thank you.
Really poor experience in Trafford…
Really poor experience in Trafford Centre Manchester. Service I’d class as rude. Food was quick to come but we were concerned that the chicken was not cooked. We couldn’t eat it in the end as the texture was slimey. Will not be going back. Didn’t feel able to address issues with staff as they were rude, we are 16 and 17 but should still get decent service and an edible meal
5 december 2025
Review zonder uitnodiging
Antwoord van itsu
Hi Nicola, we're sorry to hear this and can confirm that your feedback has been shared with the Operations team. Could you please share this information via https://itsu.com/contact-us/ so we can get back to you to confirm the corrective actions our Operations team have put in place to ensure that this does not happen again and to offer you a resolution. Alternatively email us at customercare@itsu.com. Thanks.
I had a wonderful experience with Didi…
I had a wonderful experience with Didi the other day. She recommended the katsu curry noodle bowl, instead of the chicken teriyaki on a bed that I usually order. I absolutely loved it — I can’t get enough of it, and being served hot makes it perfect for winter.
Didi was incredibly patient and took the time to explain everything in the dish to make sure I would enjoy it. Thank you for your patience, care, and passion — it truly made my experience special.
Thank you,
Viorica
31 oktober 2025
Review zonder uitnodiging
Antwoord van itsu
Thank you so much for your kind words, Viorica and for sharing this with us. Viorica will be so pleased! Hope to see you again very soon!
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