UPDATE after the restaurant’s response: The restaurant’s response actually confirms an important part of my concern: they state that the 18% automatic gratuity can be removed or adjusted at a customer’s request. We did indicate a different gratuity amount, but that amount was not reflected in the final credit card charge. My concern was never simply that an 18% gratuity was disclosed on the menu. The issue is that the amount we indicated was not honored, despite the restaurant acknowledging that adjustments can be made. ————————————— Very disappointing experience. We dined here this past Sunday and will not be returning. • 18% automatic gratuity: We indicated a different gratuity amount when paying, but the restaurant still charged the 18%. I ultimately had to dispute the charge with my bank. • Poor service: We were not even given water, and no one came by to check on us during our meal. The service certainly did not feel worthy of an automatic 18% gratuity. • Disappointing food: The fish dish was tilapia and extremely salty. The pho was also not very flavorful. For the price, we expected much better quality. Especially in this economy, an automatic 18% gratuity is significant, particularly when the service is lacking. Most concerning was that the gratuity amount we indicated was not reflected in the final charge. Check your receipt and final credit card charge carefully. Based on our experience, we would not return.
Thank you for your feedback, unfortunately, it is totally inaccurate. We remembered your table well, you with your husband and a young sweet boy, We also remembered you had ordered 2 items, Caramel Fish (Cá Kho Tô) and a Pho Combo. The manager basically was your main server beside another one. It was an extremely busy Sunday, but the mgr checked with your table, talked to your husband at least 5 times and also to bring him extra things as he requested. I, as the manager also was the one to bring you the bill and also asked everything is ok, and your husband said yes. I was also the one to clean your table after, and glad that to see that all the foods were completely gone. I was also the one to run after you to give you your boys toys that left behind. I was also the one happily swept and cleaned the big food mess on the floor from your young boy. Again, it was a very busy Sunday and we believe we did the best to serve you and we apologize if there is any small thing we missed. Regarding the food, you ordered Caramel Fish not Talapia, perhaps you are not familiar with Vietnamese foods, but you can google it, it is caramelized and braised with fish sauce so it is supposed to be a salty fish dish. And, the combo Pho is also one of our top seller item. Regarding the auto 18% gratuity to ensure our servers are compensated, it is properly disclosed up front in red big bold font in yellow hi-lighted on every single page of our menu so our customers are well informed prior to ordering. It is also disclosed on your bill under the signature line. Again, you can google it or talk to your attorney. It is a legal service charge, and you owes the total bill including the auto gratuity, regardless of what you wrote on the manual tip line. However, we sometimes remove or readjust that 18% auto gratuity if the customer talks to the manager when their bill comes to let us know about the poor service, and if it is truly our fault we will do so. Same thing with the foods. I remembered to ask your husband is everything ok when you were leaving, there was not a single complaint. I wish you had talked to manager right then, we could have resolved it amicably and in your favor. However, if you want to stop by to talk to our manager, we will be happy to listen and consider your request. Thank you.
