Pura Vida Miami — Restaurant in Miami

I want to start this review by clarifying that the bad rating I am giving Pura Vida Brickell today is not because of the quality of the food, on the contrary I love the food at Pura Vida, the ambiance and the cleanliness of all their restaurants, I order food there almost every week. Today's bad rating is because of the bad service and the bad job of the girl who packs the food for delivery/takeout. Today I ordered at the Brickell location a bowl and a smoothie at 12:35 for pickup at 12:45 (ASAP). A friend did me the favor of going all the way to the restaurant to pick it up for me since I couldn't do it. When he arrived he was told it wasn't ready yet as they were in the middle of a big rush and had a lot of orders and that it would be ready in a few more minutes. My friend works doing deliveries and I told him to go back in a while so that this would not get in the way of his work. An hour later he went back and again he was told that the food was not ready yet and that it would take 10 more minutes. I told my friend to leave because as I said before, he was working. I tried to contact the restaurant to tell them that I would be there after 4 to pick up the food and not to make it earlier as it was going to get cold, but there is no number on the internet to call Pura Vida Brickell. At 4 pm I personally went to pick up my food which of course had been there for about an hour and a half packed. The smoothie was no longer smoothie consistency and the bowl was cold. I asked the girl to make my food again and explained to her what had happened since 12:45 (the time the food was supposed to be ready). She was very rude and impolite because she told me that after the food is ready it is no longer the restaurant's responsibility for the time it takes the customer to pick it up and that this time they would prepare the food for me again as a one time exception because she was losing money by doing that. In other words, after I didn't have lunch all day because of them, I have to put up with her telling me that she is doing me a favor this time because it is not her responsibility. It seems disrespectful to me because that was the third time that someone was going to pick up that food and I tried to contact them but they have no contact number on the internet. It is a shame that because of people like that the quality of the restaurant is ruined. And the reason I am writing this is not because they did not have the food ready on time, but because of the bad response of the employee when I asked for the food to be...

UPDATE REVIEW BELOW. The food is always amazing. I accidentally placed the order to the wrong location and waited for over 20 minutes before realizing. Sebas was kind enough to right the wrong and helped fix and get my order.

Update 05/08/2024 from 5 starts to 2:

The below complaint was addressed and solved by the customer care team. If you have an issue, reach out them and let them know as they will always try to make it better because they care about their customers experience. I appreciate your team's attentiveness.

I am so frustrated with this place. It is of my favorite go to spots but they seem to have fallen down the line with respect to quality control which is so unlike them. Yesterday, I paid for a kale salad that was only 1/3 of the container full. Upon reaching out to customer service, they were kind enough to fix it. I have been ordering here for forever so I thought maybe it was just a one time issue. However, this morning, I ordered a croissant breakfast sandwich and am so disgusted. The avacodo not only looks but tastes like it was 2 days old, I am pregnant and spat it out immediately because the flavor was just unbearable. In addition, they gave me the butt of a tomato without even cutting out the stem. I know Pura Vida and I know their quality which is why I am willing to pay 20+ for a breakfast sandwich which sounds insane as it is but it's worth it when the quality is met. But to be given old avocado that I paid extra for and butts of tomatoes shows me that it may just not be worth it anymore. I really hope management sees this and takes a role in looking over the items that leave the kitchen. This is the second day in a row I am left without a proper meal due to complications with my order. I won't be ordering again for a while regardless how much my baby and I are craving it until they have a little more oversight about what comes out of...

My daughter asked for an Acai bowl so I thought I'd order some food from Pura Vida. I grabbed 2 bags walked 20 minutes to get home and saw there was no Acai bowl. There is no phone number to call so I walked all the way back. I explained the situation and the manager took my receipt and tossed it and they handed me an Acai bowl. No apology, no additional courtesy. Even saying "sorry for the inconvenience" would have gone a long way. Maybe throw in a cookie or something since it just cost me 40 minutes of walking back and forth. I have ordered here many times but forgot why I stopped. When they started they had great service. Now it's like they are entitled. There are so many nicer choices now in Miami like Carrot Express, Sproutz, etc - I will not be back. Order # 635 on 4/10/24 was the last.

4/27/24 I decided to use the rebate I was given after the debacle above and so ordered once again (Order 417), and my daughter said she would go pick up the order because I don't want to go back there. I am not kidding, she gets home and again there is no ACAI bowl. She's going to walk back now to get it. I don't want points or rebates or anything from Pura Vida because this is literally ridiculous. It demonstrates the hypocrisy of these responses where there is an apology but nothing is actually done to change. All they have to do is make it a requirement that every order is checked. Just look at the receipt and look in the bag before you hand it over to the customer and...