NPS Score
-20
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Fireroom Sushi And Grill
How is Fireroom Sushi And Grill rated on Hellopeter?
Hellopeter has tracked Fireroom Sushi And Grill across 81 reviews. Fireroom Sushi And Grill hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used Fireroom Sushi And Grill? Write a review to help others decide.
Recent reviews (8)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2017
Bad service at Fireroom mall of africa
I am so disappointed with the service I received from Fireroom in Mall of africa. I visited the restaurant on te 2nd August because I was pregnant and wanted to celebrate with friends. I was first served alcohol as a pregnant woman and was advised the drink wa alcohol free but after a few sips I asked a friend to taste it anthey confirmed thy could taste alcohol in it...the waiter disappeared during the serving and another lady ame an gave us drinks who is the one who served me th alcohol. On top of that I canceled some lamb chop order because they were also there on the platter we ordered but they were charged. Also to my suprise te writer's tip was already added on my bill for 550 more than the foo we ate who decide how much tip does the waiter get the customer or the restaurant maybe in an attempt to pay the worker less because in which economy would I tip 500 and also considering the bed service I had received .
1 reviews | Active since Nov 2017
Bad service at Fireroom mall of africa
I am so disappointed with the service I received from Fireroom in Mall of africa. I visited the restaurant on te 2nd August because I was pregnant and wanted to celebrate with friends. I was first served alcohol as a pregnant woman and was advised the drink wa alcohol free but after a few sips I asked a friend to taste it anthey confirmed thy could taste alcohol in it...the waiter disappeared during the serving and another lady ame an gave us drinks who is the one who served me th alcohol. On top of that I canceled some lamb chop order because they were also there on the platter we ordered but they were charged. Also to my suprise te writer's tip was already added on my bill for 550 more than the foo we ate who decide how much tip does the waiter get the customer or the restaurant maybe in an attempt to pay the worker less because in which economy would I tip 500 and also considering the bed service I had received .
1 reviews | Active since Nov 2014
Fireroom hazelwood experience
When did fireroom hazelwood become a spot for content ?? You can even walk up the stairs because its full of people battling to take pictures. It used to be a nice family restaurant but now it has turned into a spot for taking content . Please ban pictures by the staircase, some of us come there with our families and kids. The experience was horrible and the ladies need to mind their dresscode, thats a family restaurant not a nightclub .
1 reviews | Active since Nov 2014
Fireroom hazelwood experience
When did fireroom hazelwood become a spot for content ?? You can even walk up the stairs because its full of people battling to take pictures. It used to be a nice family restaurant but now it has turned into a spot for taking content . Please ban pictures by the staircase, some of us come there with our families and kids. The experience was horrible and the ladies need to mind their dresscode, thats a family restaurant not a nightclub .
1 reviews | Active since Aug 2019
Brian MANAGER and *** ignore customers / delete poor google reviews
Brian and *** - terrible service and terrible service recover - So I arrived here on 30 June 2026 and I wanted a table on the inside as they were full. They then took my number to call me. Went to casino and hoped they’d call by 20:00. They called me at 20:13. I was made to stand outside while they had no hosts or hostesses at the front and then after waiting like 5-8 mins after other customers they attended me. Now HERE is the second and main issue - when I sat I waited nearly 15 mins with many staff looking at me in passing including the manager who made eye contact with me but never bothered to check if I was assisted and waited long to simply get acknowledged and then when I asked the waitress to speak to manager (allegedly named ‘Nduna’ which I don’t trust because wow) apologised called waitress and I asked them if this is their number they called me on highlighting the timestamps and proving how long I’m waiting for them - I then asked how long the food will take and the manager who doesn’t bother giving me his name just says “the waitress will help you”. That is NOT what I asked you. It’s not like your restaurant was extremely busy because I’ve seen it busier and have been here when it was busier and I’ve received better service. I type this as I sit in your restaurant and even the waiting time for food is terrible. I have already emailed *** with this. So please don’t reply with those standard responses. I don’t like how you treated me as your customer on 30 June 2026 - I will go as far as saying something else however will do this via email - Monte casino fire room your service is terrible & you guys must really pull up your socks honestly this was a terrible terrible experience and I consider myself a good customer of your restaurant. Please watch for this restaurant when they are busy - they don’t know how to cope with pressure and their manager a whole manager doesn’t know how to do service recovery and handle an issue with a customer. It’s bad to treat your customers this way guys. Removing reviews and the fireroom email not responding for weeks - manager brian takes my number and ignores me on whatsapp - Nice one - that info email of theirs is also useless doesnt reply. How can you treat your customers like this? I suspect they also delete poor reviews on google reviews or they have **** reviews - They go on like they the only restaurant that sells steak - seriously. Even Spur is better than these guys
1 reviews | Active since Aug 2019
Brian MANAGER and *** ignore customers / delete poor google reviews
Brian and *** - terrible service and terrible service recover - So I arrived here on 30 June 2026 and I wanted a table on the inside as they were full. They then took my number to call me. Went to casino and hoped they’d call by 20:00. They called me at 20:13. I was made to stand outside while they had no hosts or hostesses at the front and then after waiting like 5-8 mins after other customers they attended me. Now HERE is the second and main issue - when I sat I waited nearly 15 mins with many staff looking at me in passing including the manager who made eye contact with me but never bothered to check if I was assisted and waited long to simply get acknowledged and then when I asked the waitress to speak to manager (allegedly named ‘Nduna’ which I don’t trust because wow) apologised called waitress and I asked them if this is their number they called me on highlighting the timestamps and proving how long I’m waiting for them - I then asked how long the food will take and the manager who doesn’t bother giving me his name just says “the waitress will help you”. That is NOT what I asked you. It’s not like your restaurant was extremely busy because I’ve seen it busier and have been here when it was busier and I’ve received better service. I type this as I sit in your restaurant and even the waiting time for food is terrible. I have already emailed *** with this. So please don’t reply with those standard responses. I don’t like how you treated me as your customer on 30 June 2026 - I will go as far as saying something else however will do this via email - Monte casino fire room your service is terrible & you guys must really pull up your socks honestly this was a terrible terrible experience and I consider myself a good customer of your restaurant. Please watch for this restaurant when they are busy - they don’t know how to cope with pressure and their manager a whole manager doesn’t know how to do service recovery and handle an issue with a customer. It’s bad to treat your customers this way guys. Removing reviews and the fireroom email not responding for weeks - manager brian takes my number and ignores me on whatsapp - Nice one - that info email of theirs is also useless doesnt reply. How can you treat your customers like this? I suspect they also delete poor reviews on google reviews or they have **** reviews - They go on like they the only restaurant that sells steak - seriously. Even Spur is better than these guys
1 reviews | Active since Jun 2024
Amazing service at Fireroom Monte Casino
Great experience at Monte Casino Fireroom! I had a really good time. The service was excellent and I received great treatment from Mpho. She was so attentive I thought she was a manager, but it turns out she’s a hostess. Will definitely be back!
1 reviews | Active since Jun 2024
Amazing service at Fireroom Monte Casino
Great experience at Monte Casino Fireroom! I had a really good time. The service was excellent and I received great treatment from Mpho. She was so attentive I thought she was a manager, but it turns out she’s a hostess. Will definitely be back!
1 reviews | Active since Mar 2018
Worst Dining Experience ever - stay away people and save your money & health
This was the worst dining experience ever, worst birthday ever, thank you FireRoom Hazelwood. Got there at 7pm, ordered by 8pm, waited till almost 10pm for our food. Waiter kept on saying 2 min, 2 mins and 2 hours later the **** hit the fan. They brought oxtail where the bone was still frozen, indicating that they took it from the freezer, ****ed it in a pan and brought it to the table. I hate this place and would not recommend this to my worst enemy. Please close down, you will do us all a favor.
1 reviews | Active since Mar 2018
Worst Dining Experience ever - stay away people and save your money & health
This was the worst dining experience ever, worst birthday ever, thank you FireRoom Hazelwood. Got there at 7pm, ordered by 8pm, waited till almost 10pm for our food. Waiter kept on saying 2 min, 2 mins and 2 hours later the **** hit the fan. They brought oxtail where the bone was still frozen, indicating that they took it from the freezer, ****ed it in a pan and brought it to the table. I hate this place and would not recommend this to my worst enemy. Please close down, you will do us all a favor.
1 reviews | Active since Nov 2014
Disappointing Experience at Fireroom Montecasino – January 24, 2026
On January 5, 2026, I made a reservation for 4 guests at Fireroom Montecasino for the evening of Saturday, January 24; nearly 3 weeks in advance. Given the lead time, I expected a seamless and well coordinated dining experience. Upon arrival, we were seated on the top floor in a secluded corner, far removed from the main dining area and any sense of ambiance. It was puzzling to be placed in such an isolated spot despite having booked well ahead of time. Even more concerning was the lack of service. No staff approached our table after seating, and when I proactively sought assistance from 2 different waiters, we were still not assisted. After waiting over 20 minutes without so much as a greeting or offer of water, we made the difficult decision to leave and dine elsewhere after addressing one of the ladies whom checked us in (she was very helpful and apologetic though). It’s unfortunate that what should have been a special evening turned into a frustrating experience due to poor table allocation and complete absence of basic hospitality. I truly hope Fireroom addresses these issues; advance reservations should guarantee better than this. I suspect that as they are always busy they really don't care about ensuring smooth service and don't care that guests decide to walk out.
1 reviews | Active since Nov 2014
Disappointing Experience at Fireroom Montecasino – January 24, 2026
On January 5, 2026, I made a reservation for 4 guests at Fireroom Montecasino for the evening of Saturday, January 24; nearly 3 weeks in advance. Given the lead time, I expected a seamless and well coordinated dining experience. Upon arrival, we were seated on the top floor in a secluded corner, far removed from the main dining area and any sense of ambiance. It was puzzling to be placed in such an isolated spot despite having booked well ahead of time. Even more concerning was the lack of service. No staff approached our table after seating, and when I proactively sought assistance from 2 different waiters, we were still not assisted. After waiting over 20 minutes without so much as a greeting or offer of water, we made the difficult decision to leave and dine elsewhere after addressing one of the ladies whom checked us in (she was very helpful and apologetic though). It’s unfortunate that what should have been a special evening turned into a frustrating experience due to poor table allocation and complete absence of basic hospitality. I truly hope Fireroom addresses these issues; advance reservations should guarantee better than this. I suspect that as they are always busy they really don't care about ensuring smooth service and don't care that guests decide to walk out.
1 reviews | Active since Jan 2023
Excellent Service Castle Gate TEAM
Greatly appreciate the service i received from you for a group lunch of 16 people. The service was amazing, i was so worried since we were many. Big ups to Candice that was assisting with booking, the waiter that serviced us with smile and care and the Chef for not disappointing us.
1 reviews | Active since Jan 2023
Excellent Service Castle Gate TEAM
Greatly appreciate the service i received from you for a group lunch of 16 people. The service was amazing, i was so worried since we were many. Big ups to Candice that was assisting with booking, the waiter that serviced us with smile and care and the Chef for not disappointing us.
1 reviews | Active since May 2016
Bad communication
I recently made a booking for 16 people at your restaurant to celebrate my birthday. I would like to start by commending Nqobile, who was very helpful and friendly during the booking process. When we arrived, we were introduced to Thulani, who was assigned as our waiter for the evening. While Thulani was energetic and a bit extra, we didn’t have a problem at first. However, the experience became uncomfortable later in the evening. When we asked about the kids’ orders, he made a comment saying that he also has children and wouldn’t give them alcohol — which felt unnecessary, but we decided to let it go. The main issue occurred during the birthday singing. Thulani came out with the plate and ice cream, and as my guests were singing, someone mentioned they couldn’t see the plate properly. As I tried to adjust it for a better view, Thulani suddenly grabbed my arm, forgetting there was ice cream on it. My arm ended up covered in ice cream, and instead of apologizing, he sternly said that guests are not allowed to touch the plate while it’s on fire. This could have been avoided if he had communicated that rule beforehand. The incident and his reaction really spoiled the last part of what was meant to be a special day. What bothers me the most he didn’t even apologise. We still gave him a 10% tip even with his bad energy.
1 reviews | Active since May 2016
Bad communication
I recently made a booking for 16 people at your restaurant to celebrate my birthday. I would like to start by commending Nqobile, who was very helpful and friendly during the booking process. When we arrived, we were introduced to Thulani, who was assigned as our waiter for the evening. While Thulani was energetic and a bit extra, we didn’t have a problem at first. However, the experience became uncomfortable later in the evening. When we asked about the kids’ orders, he made a comment saying that he also has children and wouldn’t give them alcohol — which felt unnecessary, but we decided to let it go. The main issue occurred during the birthday singing. Thulani came out with the plate and ice cream, and as my guests were singing, someone mentioned they couldn’t see the plate properly. As I tried to adjust it for a better view, Thulani suddenly grabbed my arm, forgetting there was ice cream on it. My arm ended up covered in ice cream, and instead of apologizing, he sternly said that guests are not allowed to touch the plate while it’s on fire. This could have been avoided if he had communicated that rule beforehand. The incident and his reaction really spoiled the last part of what was meant to be a special day. What bothers me the most he didn’t even apologise. We still gave him a 10% tip even with his bad energy.