Itsu in Richmond upon Thames

I recently visited Itsu in Richmond and had a thoroughly disappointing experience. Not only was I charged for food that I never received, but the staff were exceptionally rude when I brought the issue to their attention. Their lack of professionalism and customer service was astonishing. I won’t be returning and would caution others to be wary of this location.

Super cute ! Super fresh lovely food

Lovely food lovely views.. fantastic service and free box of sushi thanks to vitality. Winner today!

I don’t know what has happened at Itsu but its a joke. I could make better sushi and I’ve never made sushi in my life. The rice is hard and sushi just falls apart and barely any salmon. I used to love Itsu but then the quality seemed to go downhill. I stopped coming for a long time because their “sushi” became so gross. I’m sitting here right now, it’s been months since I came, so I thought I’d have another go. I will never be back. You should be so embarrassed.

This feedback is not specifically bout this place although the last sushi we had was from here, but about all Itsu restaurants. Guys you are in the Sushi business and your sushi is worst than the ones done in Sainsbury’s or the ones produced for Waitrose. Go to Wasabi and taste their sushi and try to replicate the rice the same way, your rice is not sticky, it’s always dry and tasteless.

The fridges are back! I wonder how much not having products on display affected sales.

I love this restaurant. Sushi at a good level and at an affordable price. I will definitely return to Itsu.

Excellent food, fast service and clean areas. No issues, calming, relaxing and great quality.

As known by many, all Itsu restaurants sell off their daily unsold produce at half price after 20:30 HRS. This helps to reduce waste and is great for the consumer.

The usual Itsu range. The touchscreens are still quite an annoying way to order, but otherwise ok.

The location of this place is the cherry on the cake, especially at the window seat overlooking the street. Lovely and peaceful

Good prices, fast online ordering, not crowded

The appearance is getting worse, the fish slices are becoming simply transparent. Still edible, but beginning to look like a joke tbh

Decent selection let down by not being able to pay by cash and not order from a human

Nice place to sit and lovely balanced food

Quick lunch - this is it! Food was yummy but nothing special.

Value for money. Had the miso soup sushi combo. Highly recommended!

The cousin said it's cheap, he lied. The food is fine, not more.

Automated ordering system with no packets to choose yourself. The food prices have gone up (not surprising considering the current economic climate) and portion sizes appear to have gone down. The menu has changed slightly too with less on offer. However, it's in a nice location and spot in Richmond and handy for something different.

The second time in ItSU for sushi 🍱 its was delicious 🤤 the avocado 🥑 veggie version sushi. Thanks for the vegetarian option for sushi. The restaurant is really beautiful specially upstairs.

I'm disable and the customer care was amazing the Indian lady her name is Renno she so helpful and very polaid with me I really thankfull. Thank you Renno. The food was amazing

We had a take away this evening and we were so surprised when the lady behind the counter put a bag full of rubbish in the bin and went straight to serve again. My husband asked her very politely to wash her hands as we knew she was about to serve our food. She tutted and said "but the rubbish is inside". All she did was just clean them with a bit of hand gel. It really put us off our food. I wonder how well Itsu trains their staff.

Great discounted food after 8.30am

A prime example of losing customers. The new system there you can't pick up sushi is ridiculous. I took my custom elsewhere. Also not accepting cash is a also another nail in the coffin for this once good chain.

A new roll-out with order on entry screens for everything. I bought the £5.99 miso and sushi deal which was excellent. It was totally fresh, especially the ginger. So good I returned for another box of sushi later on!

It is a fast-food. I have tried rolls in many countries, I don’t know why, but they are making them so awful. Very small, not tasty. All the food is not fresh, the prepare it before. The only advantage is speed, but this is a disaster and disrespect to Japanese food.

Affordable sushi, miso soup etc

Same Itsu provisions but great atmosphere and very nice restaurant space.

Stopped in for lunch and it is your typical Itsu which is why you stop. Sushi is preprepared but always fresh. The Gyoza is good and the bowls are good as well. If you are looking for something fast and reliable look to stop here

Came in with my sister for dinner before getting our train home. Was completely empty when we went in around 6pm. Nice clean restaurant, and yummy sushi. Nice staff. We had to pay to sit in which is annoying but we really wanted to sit down after a long day. Would not recommend the peach and lychee zen water as the extracts gave it a worse taste than just getting normal water. Overall a nice, relatively affordable restaurant with options to eat in (for a cost) or take away.

I had one of the salmon boxes which as usual was very nice although they didn't have the usual selection I guess due to COVID. Also for the same reason they have taken the sauce bottles off the tables but you can get pots of them but only if you ask.

Love this sushi place often visit the food is very tasty a great choice freshly prepared very clean If you go half an hour before they close it’s half price so a nice little treat

Love sushi. So much options always hard to choose. Clean environment and quick service. Veg options and hot options are all great

Enjoyed a lovely lunch at Itsu in Richmond, so many healthy choice with a very fresh decor...loved my lemon and ginger drink 🙌🏻🙌🏻❤️❤️

I liked the sushi bar a lot because the sushi boxes showed the most wanted sushi! So that was a good thing.

Very disappointed with the food. Went in for a simple salmon spicy roll and they tried too hard to make it exciting.

Called in for a coffee and left with a load of sushi. Clean and bright with good views of George Street from the upstairs section.Friendly, helpful staff.

I am baffled as to why it costs £1 per dish to eat in. Food is good but to charge that much to eat in, crazy!

Great way to please everybody, and kids love being able to see the food & then try new things -bonus!!

Came in during my lunch break and ordered a prawn katsu curry. It came really quick and was delicious! Would definitely recommend coming here. So much to choose from and great service.

Cold day - large bowl of noodles and chicken in a spicy broth - happiness. There is a really good choice of salads, sushi, gyoza, noodles, warming soups, wraps and more. Service is quick for either take away or eat on the spot.

Thumbs up for the delicious vegetarian bowl here! Really nice surprise in London Heathrow. Keep up the good food!

Overall a great concept and it seams to be good value for money.

My grandchildren love this place! The pre-made sushi in refrigerated displays, similar to at a grocery store, are available for purchase. You can eat in the restaurant or take out. There are also hot options but we just had the sushi. The quality of the sushi was similar to pre-made grocery sushi but acceptable for a quick meal.

We popped in to Itsu for a quick lunch. I was pleasantly surprised how nice the sushi was. It does have the feel of somewhere that you maybe wouldn't want to stay too long to eat, as in I wouldn't probably go there for dinner but for a quick lunch it was perfect.

Love to visit here for sushi on the go! Freshly made, great quality, friendly staff and a good choice of dishes. Love the restaurant too and the view from the first floor.

I decided to go there for coffee and a snack for a change instead of Nero (always busy in Richmond) and Starbucks (burnt coffee). Bad idea; black coffee was really poor and snack choices very limited. I have had sushi from Itsu before and it is brilliant but they should keep up the same standards for coffee and snacks. Also I found the staff to be a bit to the rude side. When I asked about the free fruit that comes with free coffee she pointed towards the pallet in a not very nice way like I should have known about this already.

Great food and amazing views of richmond high street if you go upstairs. Staff always really nice too.

I am not a fan of Itsu however after my interview I decided to give it a try. The building is wonderful and it looks very inviting. It was very clean and staff are fast and good BUT Itsu sushi is not sushi...the soya sauce leave a very sour and unexplainable after taste, the seaweed smelt a little too fishy as if it was hitting its sell by date. The only decent thing was the rice. For all sushi lovers STAY AWAY FROM ALL ITSUS.

The only chain that I buy sushi from is Itsu as its dishes are freshly made and are always great quality. They also do meat and veggie and their miso soup is delicious. This branch is modern, light and airy and there are plenty of seats upstairs with a nice view. I love the Salmon Supreme and also all the extra sauces that you can get to make your meal that extra bit nicer.

Great stop for fast Japanese inspired noodles, rice and excellent bento boxes. Seating also available if you have more time.

I love the sushi from Itsu which I find by a long way the best quality of the chains that do Japanese food. There are veggie alternatives as well as salads and some hot food. The premises are light and bright and clean and you may have to sit at a shared table. The sushi boxes are freshly made. You are best to take food away id the weather is good as it is a lot cheaper due to the need to add VAT for food consumed inside.

I love this place whatever the location( I have been to 2 so far) First time I entered ITSU was in nov 2015 in St Pauls London, also my first time in a Japanese restaurant(...yes I was a new bee), Staff noticed I took long choosing and they offered to help. They answered my questions on the foods displayed, and offered a free trial on a particular snack and that has been my favourite! And I have been there couple of times afterwards!

Fast food at its best! Fresh,healthy & excellent quality!. Great alternative to an overpriced sandwich. Plenty of choice even if your not into raw fish :) Definitely a favourite

I love the sushi and sashimi from itsu. You can have a delicious and tasty lunch at under 500 calories for about £6 takeaway. The quality of the fish is far better than other sushi chains and all the food is freshly prepared and served. If you eat in this is a light and comfortable restaurant where you are served quickly by friendly staff.

ideal for a quick healthy meal. plenty of options to choose from try for lunch or a quick evening meal

Perfect for take away, plenty of combinations and always fresh sushi. We always choose take away (cheaper option!). Keep an eye open for their sales if your nearby at night: they have half price sushi before they close!

I have not been in this establishment before. Decided to try something new and it was fine. Slightly expensive, but as a treat now and again it was ok.