Total disrespect and retaliation against a customer's justified complaint and request for refund and a food safety hazard!
How can this restaurant "mistakenly" give a pork plate three times (when asked for a beef plate)?!
Food safety hazard: I ordered a plate with beef, but was given a plate with pork three separate times over a 45-minute wait for the to go order. I had waited patiently for them to correct the order two more times. When I pointed out the third mistake and requested a refund for the pork (that was against my husband's religion), the staff escalated the situation by calling the manager (who I think may have been one of the owners), took my photograph without my permission, and banned me from the establishment. Extreme incompetence (and/ or deliberate fraud or prank) and retaliatory customer service. I would advise to use great caution, if you have allergies, dietary restrictions, or a part of a faith, belief, or religion that forbid certain types of food:
1) Towards the end of my meal with my son, I ordered a V1 plate (with beef) to go for my husband (whose religion forbids him from eating pork).
2) I was handed a V10 plate with pork and shrimp. I told the waiter that this is the wrong meat and plate order and asked for it to be redone with the correct V1 plate with beef.
3) When I went to pay at the register with a my credit card, a staff member handed me the to go order (but when I looked, we noticed that it was the exact same V10 plate with the pork that I had told them to redo).
4) I gave them a 3rd chance to redo it correctly with the beef, I patiently waited some more, and they brought me back a V1 plate, but we noticed it was still with pork!
5) At this point, I decided enough was enough, they were given three chances to get the right order with beef (but instead gave me pork) and I requested a refund, but the waiter claimed that they cannot give me a refund until a manager comes in later that night around 8 pm.
6) When I insisted on being refunded at that time, the waiter then called the manager and the staff said that the manager told the staff to to take a picture of me and to ban me from the restaurant! Unbelievable! Ban me for requesting a refund for their incompetence and trying to pass off pork as beef three times?! What if we had not noticed the meat was pork and my husband had eaten it and violated his religion (or was allergic to it and got sick)!
8/4/26 4:26 pm: This is in response to owner Nina T's reply:
1) I rarely write Yelp Posts, but I had to in this case, because what Pho Sure did yesterday was truly beyond belief, intolerable, and a food and safety hazard.
Regarding the 8/3/26 incident, your waiter took the wrong order. I said V1 with beef to go.
I would not order V10 as it has shrimp or choice of Beef or Pork for my husband who has to observe his religious mandates against eating Shrimp (and Pork).
Instead of Beef, your staff gave me a plate of Pork THREE times in the space of 45 minutes.
I was very patient in waiting for the correct order.
Most customers would have asked for a refund the first time.
The waiter even apologized to me for him and the kitchen staff getting the order repeatedly wrong.
This begs the question, why would a restaurant incorrectly give a pork plate three times in a row within the space of 45 minutes?
A mistake 3 times in a row or is it fraud or a prank?
Also, your waiter repeatedly refused to refund me and said that I had to wait for a manager at night.
When I checked on the yelp comments, there had been multiple posts by others who said that they never got a call back.
Therefore, I went back, after dropping off my son, to insist on a refund and no I did not do so by exhibiting negative behaviors as you falsely allege.
I did repeatedly ask what would have happened if a customer was allergic to pork and given it and then gotten sick.
If stating the truth is "abusive" to you, then that is your issue.
2) Also, as to your false allegation of being a "challenging customer", if over the past many years, my bringing up the fact that some items were incorrect and/ or missing on a handful of occasions is being a "challenging customer", then that is your issue, not the customers.
Set the yelp comments to "Lowest Reviews", so many others complained of incorrect orders, bad service, food issues, bugs, etc.
It's especially a problem, when a manager is often not in the restaurant to oversee the operation and for customers to have to wait until late evening to resolve issues or to get a refund (if they get a phone call at all).
If you think that a customer should simply shut up, be compliant, and pay for whatever wrong order is given to them, then you should not be running a food business as it can endanger a person's safety and health and personal and/ or religious beliefs.
Also, banning a customer for justifiable complaints is retaliation.
Further, I would never think to goto Pho Sure again that endangers our safety and health. read more