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| - If this review was based solely on the pho, it would be borderline 4/4.5. Combined with the customer service (1.5/2), this review averages 3/3.5.
The pho: Coming from the SF Bay Area (& coming from a Vietnamese background), I have very high standards for the pho broth. Comparing it only to local pho restaurants in the area, this is probably topping the charts for this area only. I have been here a few times, and once the broth came out milky and was very subpar. But the other times, the broth was always on point. They serve all the standard meats with their pho dac biet (combination pho), except for the tendon. If you want tendon, you'll need to request it separately, and when you do, they dump at least a cup of tendon all over your pho, thereby diluting the savory taste of tendon and pho because now you have all these pieces of tendon clouding your pho. Tendon in pho is usually melt in your mouth buttery soft, but their tendon, I can't quite put my tongue on their method, but it tastes like they partially roast it after boiling it? It isn't melt in your mouth buttery soft, you actually taste the chewy-ness of the tendon. Two different ways to eat tendon, however I prefer the former.
The customer service: I am constantly frustrated with having to order pho from this place. Eating the pho, great! Ordering the pho, not so great. The first time I ordered pho, I called in a to-go order for a family dinner. I ordered the "pho dac biet" and the gentleman on the phone kept asking me to repeat myself... "What was that?" "I don't understand you." "What is it exactly that you want?" and when I repeated myself for the 2nd or 3rd time, he said, "Sorry, we don't have that here." A pho restaurant doesn't have pho? Frustrated, I ended up calling a to-go order from somewhere else.
The second time my husband ordered, same thing, ordered pho dac biet. He had a hard time placing the phone order with the gentleman as well. Had to repeat himself multiple times.
The third time, we ordered in person. Told the waitress, "Pho dac biet" and she said to just give her the number to the item. We also asked her for scissors to cut up the noodles for a 1 year old to eat with a spoon (since a 1 year old can't use a fork or chopsticks). She brought us a butter knife. When we asked for scissors again, she said, "I'll bring you another butter knife." Okay? Did she plan on having us jerry-rig two butter knives to make a simple pair of scissors to cut up noodles? When we tried explaining why we needed the scissors to cut up the noodles for the baby, she said she couldn't bring scissors. Did not even bother to check with someone else, or with the owners who were probably in the back.
This would be the equivalent of going to a Mexican restaurant and ordering a carne asada burrito and the waiter/tress not knowing what that is, or going to an Italian restaurant and ordering pasta with bolognese sauce and the waiter/tress not knowing what that is, or going to a Chinese restaurant and ordering fried rice and the waitre/tress not knowing what that is. It is very frustrating to eat somewhere and order from them when the staff does not even know what the restaurant serves and instead relies on numbers on the menu.
Note: This review is my opinion based on my experience only and may not reflect on the business as a whole. What experience I had may not be the same for someone else.
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