itsu Avis 

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.

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.