Pho Royal Vietnamese Restaurant/ TK Grill & Hot Pot — Restaurant in Crystal Lake

Ultimately, this restaurant does have very good food, especially their soups/noodle bowls. I also do enjoy their food as it is one of the only authentic Vietnamese restaurants in the area. With that being said, I usually order online for pick-up. On multiple occasions, they have either not provided a dish ordered, it being entirely wrong, or them no longer serving it on that day. I have let it go, because I wanted to give them the benefit of the doubt, especially with them being a newer restaurant. Today, I ordered online for pick-up, as usual. There was nothing on the website that mentioned the dish being available only on certain days, or just simply unavailable. Upon presenting in person, the two gentleman at the counter were very nice and helpful, but were confused when I had said my name. Following up with the kitchen, he came back and stated they were not serving that dish at all today and asked where I ordered it from. I stated it was on their website and was told that they only had the side dish available that I ordered. I asked for a refund, which was provided at the time. The overall communication and customer service can be improved. The website should reflect items they are providing daily, so that customers are not misled. It would have been nice to receive a phone call, which I provided online, notifying me that they were not serving the dish that day, rather than me having to drive there and find out in person. Additionally, there were two past occasions where my order had been missing items or the wrong items were provided. Upon asking for a refund, I was told to either callback another day because they did not know how to do it, or that they couldn't do it at the time. Long story short, I was never provided a refund. Again, I had let it go, because I understood they were a new restaurant. However, it is clear there has not been much improvement. It's unfortunate, but I will no longer be ordering from here, as it has been a...

First time trying Pho Royal. We're in Crystal Lake grocery shopping. Our first impression? The place is pretty big inside. We wondered what it was before, before it became Pho Royal. From the outside, it didn't even look like it's open. The place is understaffed. Only 1 main guy receiving/sitting customers. There's even a kid manning the Reception area. A kid.

We're surprised when we received the menu. It's a (iPad looking) tablet! We're wondering if we're going to submit our order via tablet. We didn't. We waited for the same guy who received us/seated us to take our order.

We ordered 2 - Pho2 and a Pork Chop rice dish. Our Pho came with a beef rib and I ordered one with Oxtails.

We're surprised to see our order's delivered by a robot.

This place doesn't really give off the "advanced" vibe. It felt unnecessary/gimmicky.

When we first sat down, our water was delivered by a person. Later, we never saw the person again.

The place is big inside. Probably because of the robots. The robots need the space when delivering the food to customers.

Going back to the food. Our Pho's delicious. Would we go back there again? If we're around the area and we've a taste for Pho, sure. The Pork Chop rice dish my wife opted for was just ok. My wife said she should've just ordered Pho too. In my Pho order, I mentioned I ordered Oxtails with it. The Oxtails were not worth it. Stick with the beef rib. The Oxtails were little, not enough of it, and they're tough.

Pho-wise, it's good. I'd go back to have it again.

The service is not so good. It's because the place is understaffed. Once the place is staffed appropriately, service may not be an issue.

Give Pho Royal a try and see for yourself. Perhaps, if they get enough business, they'll...

We had ordered online from here for total 4 times, same dishes every time because my husband and me only like noodles and the grilled beef there. Today we brought the food home, was susprised the meat inside was pork instead. And I only asked for one dish without green onion but they took all the herbs and dried onion out of both dishes. We know what we ordered, the receipt is still there and we paid almost $40 for 2 boxes of the food we did not want. We came right back to the restaurant the guy on the counter did not even said sorry or anything, he insisted it was beef. But I cant forget that “grilled beef combo with vermicelli” I had just order 2-3 week ago was grilled thin slide of beef, not the chunks of blended meat (supposed to be stuffed on a stick then grill- I know the how they were made). My husband tasted a piece of meat and he said it was too weird. Well, if they changed the recipe its ok but at least they should have a better explaination to us. That guy even said they changed their menu 3 months ago, which made us laugh because we live right next to their restaurant and know when they started their business, and plus we just had the same food few weeks ago, not 3 months. Food are pricy, his attitude to customers like that, no sorries, no pursuated explaination, not even a nice words to please their regular customers, he made us bring the cold food home in a very bad mood. If they dont change the way they are treating their customers, their business cannot last long. We still want to enjoy the food at the new restaurant so hopefully this won’t...