Ohana Poke & Sushi Burrito — Restaurant in New Braunfels

I will say first and foremost I did love Ohana and never had any food related issues until today. Now, the poke bowls are usually on point but this was more of a disrespectful service issue that I will not return there after. We have been going there for years and love the food. I do not know where the disconnect is but service and portions are insanely different than they used to be. This the 2nd time it’s happened and my first time saying anything. I called them after my daughter went to pick them up for me and she returned home with 2 bowls that were almost $16 each and barely any rice (literally) or anything and you literally could see down to the bottom on all except left side of the bowl where the seaweed salad was plopped. I am not one to complain but I wanted to 1) let them know in case it’s someone new to correct it because I know what it usually looks like and 2) give the opportunity to make it right. So when I called I spoke with Jay (the supposed manager/owner). I politely explained myself and that we frequently come there and these were not the normal serving and he said basically your daughter knew before she left and took it anyway (it was in a bag lol). I let him know my daughter doesn’t normally pick up but I had surgery and was home so she didn't scope the bag. I gave him 3 times during the conversation to discuss and remake next time or make it right etc. he was extremely unfriendly and uncaring of any dissatisfaction which is honestly what bothered me. I’ve never complained there or had any issues but was extremely disappointed. At the end I even told him we visit regularly and normally don’t encounter this and just trying to let him know but didn’t care nor wanted to make things right I even offered him a photo and he kept saying she should’ve looked in the bag. Look these bowls are usually to the fill line so am posting 1 photo from fresh out of the lid, but not yet eaten . The customer service piece is lacking and I’m not going to be going back after the horrible attitude he had. I would’ve been very understanding things happen and can appreciate that but what I don’t appreciate is the way I was treated while just trying to speak. Very sad, and could have definitely...

Be transparent. Be truthful. Make it clear on your website that while you close at 9, only half of your menu is available after 8:30. My daughter has celiac so was very excited to find a gluten friendly sushi burrito available. I walked over to get her one as she finished up at work only to be told that the burrito machine had already been "taken down" (whatever that means) and the sushi burrito option was not available. While the young lady that was helping me was very polite and offered to make me a bowl, my daughter did not want a bowl. She wanted a special treat that she can't get very often at all. I guess I just don't understand businesses that do that. While I don't eat out very often anymore, I remember businesses that would seat you 5 minutes before closing time and at the appropriate closing time, lock the door to new patrons. But if your butt was in a seat before the appointed closing time, you got served and could order from the entire menu. I did not do this, I went in at 8:30 even though my daughter doesn't get off till 9:00 and her burrito would be cold by then, but she said it was worth it to get what she wanted. I actually offered to go in about 850 so it would be fresher, but she said the employees would really appreciate it if I went in earlier. I arrived at 8:30 to be told that half of the menu was no longer an option to us.

All I'm asking is put a mention on your website that says the burrito machine is shut down at 8:30 and only bowls are available. If you had done that, my daughter would not have been disappointed and I would not have been peeved enough to give you a one-star review. Do better, be...

Seemed like a bunch of high school kids who didn't know what they were doing. A customer before us ordered a pick-up and his order wasn't ready when he got there so he had to wait while they made it. We waited patiently for 5 minutes while they were tied up with his order. When they finally took our order, they were very skimpy with the rice and protein in the poke bowl, especially for the price. Also, I ordered my "poke bowl" with soba noodles and they put ramen noodles in my container. WHERE'S THE SOBA NOODLES?? False advertisement! My daughter ordered miso soup...it was bland and there were NO TOFU in it!! WHAT?!? I had ordered eggrolls and we sat down to eat our poke bowls and waited and waited. They never called us or brought it to us (it wasn't busy and the guy knew who ordered them). When my hubby went up there, it was sitting under a heat lamp. Again, bland with no flavor except for the dipping sauce. Will not go back and would not recommend. Find another poke bowl place, it can't be worse than this. OH, and they didn't have any tapioca boba for the boba tea drinks -...