Disappointing Experience Compared to the Original Rustika…read more
As a loyal customer of the original Rustika Café near Greenway Plaza, I was excited to try this franchise location. Unfortunately, I was very underwhelmed by the food quality, menu availability, and overall customer experience.
I first looked at the pastries, but they were not very appealing, so I decided to order the empanadas--something I've eaten dozens of times at the original Rustika and have always enjoyed.
I asked for the chicken mole empanada and was told they didn't have it and weren't sure when they would because they still needed to make the mole. That was confusing considering it was listed on the menu. I continued down the list of empanada choices, and apparently the only option available was beef. The owner then pointed me toward items in the pastry case labeled "pot pies." Again, confusing. Pot pies and empanadas are two different dishes.
Unfortunately, the beef "empanada/pot pie" didn't make things any better. The meat and potatoes were extremely soft and seemed to have little to no seasoning, and the dough tasted undercooked. When I asked if they had a salsa or sauce to add some flavor, the cashier and another staff member seemed surprised that I thought it was under-seasoned and directed me to salt and pepper. No ma'am--I wasn't looking for table salt and pepper. I was hoping for a salsa or sauce that actually complemented the food. Unfortunately, nothing could really save it.
What made the experience even more uncomfortable was watching how another customer's complaint was handled. While I was ordering, another customer complained that her avocado/guacamole had a strange taste. Instead of simply addressing her concern, staff repeatedly told her there was nothing wrong with it and that "that's avocado." She eventually had to specifically ask for fresh avocado instead.
Then, shortly afterward, the female owner apparently decided it was time for her own meal and walked around behind the register with a plate of meat and fresh avocado--right in view of the customer whose concern about the guacamole had just been dismissed. The optics of that were unbelievable. At the very least, she could have taken her lunch break away from the front counter rather than eating fresh avocado in front of a customer who had just complained about the avocado she was served.
The owner later explained to me that although they are a Rustika franchise, they do not carry everything listed on the menu and that their Nigerian background influences their interpretation of some of the dishes. I have no issue with putting your own cultural spin on food, but as a customer visiting a franchise because I know and enjoy the original Rustika, I expected some consistency in the menu, recipes, and quality. If the dishes and offerings are going to be significantly different from the original restaurant, that should be made clear to customers. Otherwise, I'm left wondering what the purpose of franchising an established concept is if customers shouldn't expect the food they already know from that brand.
Lastly, I was surprised to see the owner and another female person walking around the restaurant in flip-flops/ slides. In a food-service environment, that added to my concerns about the overall professionalism and presentation of this location.
I really wanted to like this place because I've had so many great experiences with the original Rustika. Unfortunately, between the unavailable menu items, confusing "empanada/pot pie," disappointing food, handling of customer concerns, and overall presentation, this location did not come close to the quality or experience I associate with Rustika.
Hopefully they can either do better or add to the sign 'Nigerian twist ' so customers know what to expect.
