Roots Natural Kitchen — Restaurant in Fairfax

Been enjoying this place for a while since they opened but won’t put up with poor customer service that wastes time and becomes an inconvenience well within the control of the shop.

I use the app regularly and tip there so I don’t typically leave reviews. The app is great to interact with and ordering is ordered precise through the app, which also delivers a receipt to tell me the specific time food would be ready, nice.

Problem here is that food orders are still wrong and not prepared timely while using the so-called convenience of an app.

Customers who don’t use the app seem to get their food sooner and with better customer service than I have experienced. I’ve seen this multiple times while I wait for my app order while customers come in, get in line, make their requests, and get their food and leave while I wait.

Last time I used the app, I had to wait about 10 more minutes after asking about my food when I first arrived, so 15 minutes after the promise time. Not the biggest deal as they have been late with my order in the past, but why this is written in this review now and not before? I have usually been given an honest understanding on why my order is late, or it’s really apparently busy. They were not busy at this time. And when I received the food it was bagged in front of me kind of roughly and given to me without as much as any acknowledgement of how long I had to wait twiddling my thumbs while double parked for ten minutes.

The bowls are not cheap and again I tip so throwing my food in a bag and throwing the bag at me is unacceptable. Topping it off was when I got home to find that the two very different bowls ordered were actually the same and I had already tipped. At that point, I just gave up on being understanding. I have not gone back since and did not call about it. They don’t have a regular survey follow-up so instead, here is the complaint on Google.

Deal with it or don’t but I won’t keep using the app hoping for prompt and accurate service with your shop. Good luck...

I really love Roots food, and have been to one of their other locations at University of Delaware where service and food is excellent. I also appreciate that they have 2 options for tofu. I have been anticipating the opening of their NoVa location, and have thus far been disappointed in the service.

I tried ordering through their app a few weeks ago and kept getting an error. I called and they told me they could not take an order over the phone. A friend of mine was able to download the app on her phone and place both of our orders. We placed the order 45 minutes before we got there to pick up and when she arrived it was STILL not ready. They claimed the orders weren't coming through. Additionally, we had placed the orders as wraps, which on their menu it was stated that they were offering for a limited time. We got bowls, with wraps on the side, not what was advertised. The bowls not being ready were also an issue as this was our lunch break and we had limited time.

I decided to give this location another shot, and went to the store a couple weeks ago to place my orders, since I was in the area. I got 3 bowls, 2 signature bowls with substitutions, and 1 create your own bowl. All 3 bowls were meant to have tofu. One of my bowls ended up getting chicken instead of tofu, and I unfortunately did not notice until getting home. Our family is vegan and therefore that meant that the entire bowl went to waste and was money down the drain. I should also note that the person taking my order repeated twice to me that the bowl was being subbed for tofu, so they definitely heard me and was aware of the substitution.

I am understanding that this is a new location, however since they have multiple other locations I was hoping the training of staff would be on par with the other location I am familiar with. Seeing as how I've had multiple issues with this location since they've opened it may be a while before I decide to eat here...

UPDATED REVIEW: I frequent this establishment weekly and usually place my orders online in the morning. I received a notification that my order would be ready by 11:03 AM. I arrived a few minutes late, only to find no order in the pickup area and several people waiting for theirs.

While waiting, I noticed a few customers walking in, placing their orders, and being served immediately. By 11:26 AM, after standing there for about 10 minutes and growing late for work, I asked the guy behind the counter about my order, and it turned out it hadn't even been made.

I asked to cancel my order as I was now late for work. The staff member apologized, citing a large order and being short-staffed. However, his apology seemed very insincere and dismissive of my situation.

If you can't handle online orders, you shouldn't offer the service. It’s frustrating to see walk-ins being served promptly while those who order ahead are left waiting for more than 30 minutes. I was late for work and ended up without lunch. This place is highly unreliable if you're pressed for time—ordering ahead doesn't guarantee a timely service. ------------------------------------------------------------‐-------------

I recently placed my first order at this establishment, which happens to be conveniently close to my workplace. I must express my admiration for the exceptional quality of ingredients, the generous portion sizes and the delectable flavors. I sincerely hope they continue with their current offerings, as I am considering making this my go-to choice for lunch on a nearly...