Kung Fu Tea — Restaurant in Blacksburg

Extremely mid across the board. I am a regular here because the pickings are slim in Blacksburg when it comes to sushi burritos and boba but there is really a point where even “the only thing that exists” isn’t worth the trouble. Normally I try not to be too harsh on customer reviews because I am a manager at a large chain service corporation known for its customer service (I’ll let you read between the lines) and I know how crippling one or two bad reviews can be, but once again, there is a point where the feedback is actually necessary. Let’s begin with the lack of health code adherence and then continue with customer service shortcomings.

1. Virginia health code requires food service and food preparation workers to have hair contained in very specific types of coverings. There is a lengthy list of options for this that can work with a variety of different kinds of work uniforms but this restaurant does not adhere to this rule in the slightest. If the uniform is not even to Code, god knows what else is being neglected behind the bar.
2. I understand that my company is held to a higher standard of service because of the size of our corporation and the price of our menu items. However, the menu items at this restaurant are also incredibly expensive, and due to the amount of time preparation takes (especially in the drive thru) and due to the length of time you are usually left waiting at the box, there are certain very basic courtesy actions that should be implemented. An apology for the delay, a welcome to the location, and taking the time to repeat back the order to the customer to ensure order accuracy would go a long way at the box alone.
3. I had an experience today that was actually absurdly bad and I will highlight the comedy of errors for you now. The employee running drive thru was either brand new or had not been trained at all, which I would normally be sympathetic to except that he did not listen to our order at all, did not repeat it back, and then got it entirely incorrect at the window after leaving us waiting with the window closed for 30 minutes. After handing us the wrong food, he asked for it back from inside our car (another health code violation) and then upcharged us for the correct item that we had originally ordered and had been waiting on. When you make a mistake that gloriously bad and you make the customer’s experience that horrendous, usually companies are issuing refunds and apologizing, not charging additional money. This would be an appropriate time for the employee to ask the manager for help the remedy the situation, but the manager actually made things worse.
4. They were also out of stock of several items we ordered, which obviously isn’t their fault. However proper service when out of an item is to suggest alternatives to the customer instead of just going “uhh we don’t have that.” over and over again. Even more absurd to the point that I just had to laugh, after they told us they were out of several items and we chose replacements that were in stock, we got to the window and he goes “umm we don’t have ” like ??? Yes, unlike you, we were listening when we placed the order and already circumnavigated this. I know if any of my staff behaved in this way towards a customer and management found out they’d be written up immediately. No one tolerates this behavior from larger chain companies that are honestly significantly less expensive so I’m not sure why it is acceptable here when the food is overpriced and inconsistent. And by reading the other reviews, I am not the only person who has had these experiences. While I would love to say the kiddo working DT this afternoon was just a mid employee, the manager did not handle anything appropriately either and since these have been consistent issues for a long time it seems like perhaps management is the problem. Maybe a field trip down the street to some other company drive thrus (or, perhaps, some new hiring) to experience more appropriate ways to treat your customers might improve...

The manager here is the WORST. I have been here many times and they sometimes get my drink order wrong over the drive-thru. On Saturday night I went with with my drink and showed them clearly (based on my receipt) that they made me the wrong drink. I asked the cashier employee (who is nice) if she can remake it and she calls over the manager.

The manager just plays dumb. At first I thought there was a language barrier (she is an older Asian woman who barely spoke English) but she then said the drinks cost them money and it’s a waste to remake and that I couldn’t have a “free” drink. I made it very clear that I already paid for the drink that they made incorrectly and am asking them to remake the drink I paid for (throw away the one they made wrong for all I care), but she refuses to recognize it.

The cashier employee (who speaks perfect English) then spoke to her in Chinese (probably re-explaining what I just told the manager) and got scolded in Chinese by the manager. She then walked away and the cashier apologized profusely but said she couldn’t remake the drink. The staff seem nice aside from the manager, but I am definitely not coming back to this location and recommend...

Bruh, this place is legit. Build your own poke bowl, what more do you want? Aside from their awesome food, their customer service is top notch. Owners and employees are deeply involved in the customer experience and makes sure everything runs smoothly and you get your food and drinks on time.

They have a range of different teas and drinks to choose from. If you don't want those, they have complementary water, that's right, free water....but don't be a pleb, get a tea. They do deals with their drinks so people will try them, like buy one tea get the second free. The girl and I had the passion black tea (No, it's better than Starbucks I assure you and doesn't cost you $12) which was excellent paird with my poke bowl. Seating hasn't been an issue either, so go time now and get this place on your "10/10 would do again" list because trust me,...