Generously two stars because it's about customer service just as much as the food. Another businessperson (David Wang, owner) trying to ride the wave of poke popularity. Completely lacking the sense of aloha and 'ohana, yet label themselves as a Hawaiian eatery (per business card).
Because we had a Flour + Tea gift card, we visited PokeMix by Flour + Tea. At the "register," we handed the owner our $25 gift card and a dollar bill (to cover the difference). The owner made multiple card swipes, because he claimed the card had a zero balance. At one point, he asked if there was $100 on the card. (Having knowledge of the gift card purchase, I informed him that Flour + Tea issued a total of four $25 cards.) After more attempts, he realized why the card didn't work. He said the card is for Flour + Tea at his other location on Arroyo. We asked how we were suppose to distinguish between the two establishments, especially since he couldn't tell the difference between cards? His employee pointed-out the PokeMix fish logo. We mentioned the "Flour + Tea" signage is what we saw online and went by. The owner said that he can't control the internet. Well, yes he can... He needs to begin by getting his signage correct and precise; simply decide the name of the business or businesses. From the street on Lake Avenue, the business is clearly only "Flour + Tea" on the building. He also has control of his Facebook account; change the Cover Photo which also appears to be solely the "Flour + Tea" building on Lake. The South Lake Organization website also shows "Flour + Tea" - no PokeMix. (In addition, be certain to clearly inform gift card buyers of how the cards can be redeemed.)
It doesn't get better. We eventually paid by credit card and asked for our gift card and $1 back. We dined-in. As we got up from the table to depart, the owner approached us to explain he THINKS the credit card transaction didn't go through; he saw no record. He asked for our credit card and was trying to explain why "my mind isn't here today." By now, we were beyond frustrated with the owner, especially when he wouldn't take the credit card to rerun before repeatedly asking, "Do you accept my apology?" (David Wang, You shouldn't demand a customer's acceptance. Plus, it wasn't an apology; you gave us a list of excuses. One being you have two kids under two at home. Yes, parenthood is demanding and a huge responsibility, but they didn't make the errors and decisions this day. You did. You need to own your mistakes. We understand mistakes happen, but you did nothing, as an owner, to make our experience any better. Your ways conveyed you want money, not customers. You appeared to be driven by greed.)
Another unbelievable owner comment as we exited: We were in the parking lot and the owner comes running-out waving a dollar bill. He said he forgot to give us our dollar. We reminded him we had to ask him for it and he already returned it. (Okay, maybe a failed attempt to show honesty.)
What he could have done at the initial transaction: Accepted the gift card (since he already had the money) or offered us our Aloha canned drinks on-the-house. After he realized he incorrectly processed our credit card: Generously told us the transaction didn't go through, but the meal was on-the-house or offered us some discount. (After all, if we had chosen to take-out, we would have been gone anyways.) In my mind, his goal was to collect money. Had he tried to redeem our poor visit, we would have been gracious and returned with family and friends.
David Wang, as errors accumulated, sadly you made no attempt to leave us desiring to return. In an odd attempt to distract from matters or in your nervousness, you turned to ask if I liked the food. As I opened this review... It's not the food alone that determines recommendations or return visits. It's the entire experience; they go hand-in-hand. You need to treat customers respectfully, kindly and generously. People first and your business has a better chance to flourish. There are many excellent restaurants deserving of my dollars. In the area, there's SpinFish and Costco, specifically, for poke.
The poke was fair, no flavor. The cucumbers were extremely bitter. The indoor sitting area was clean and modern. But whether this establishment is "PokeMix by Flour + Tea" or "Flour + Tea," either way, we are disappointed it failed to win our aloha.
Update: In viewing PokeMix's Yelp photos, I repeatedly see long-term building business signs using only "Flour + Tea" and cups with text simply "Flour + Tea." It seems to me, the owner uses the "Flour + Tea" logo at his convenience. Yet his gift card policy is inconvenient to customers and benefits himself. Misleading. Very fishy. read more