Rise Southern Biscuits & Righteous Chicken - Brier Creek — Restaurant in Raleigh

Unfortunately, my 5-star review has been downgraded to a 1-star (mainly after speaking with Michael via email). I visited this location on Wednesday 5/25. I did not have a good experience which is rare as I have had nothing but positive things to say after I eat at this location. Below is what I emailed to Rise so that we could discuss my issue privately.

"I came yesterday with my mom for her first visit here. She has heard me rave about this place for a while. She was in town so we decided to stop by for breakfast yesterday. I have to say this has been my worse experience at Rise. This is the only location I frequent as it is close to me. We ordered two biscuits. Mine was just egg and cheese. Hers was the same but added bacon. I do not eat any meat whatsoever. We get our order after waiting a longer than usual time (they weren’t busy at all). The order was wrong. This is upsetting as we can see in the kitchen they are standing around while we were waiting for our fries to be made. Both biscuits had bacon. I did not want bacon and did not appreciate it being on my biscuit as I didn’t order it that way. The other biscuit was so hard. You could knock on it and hear the knock. This was the biscuit my mom ate. During her first experience and I had unwanted bacon and her biscuit was old and hard. She even mentioned if the order is going to the same people, you should give both biscuits the same way (hopefully fresh). I have attached a few photos. I would like to hear back about this. I am not happy."

I have attached the first email Michael exchanged with me. The email starts off with an apology and then he starts questioning me about my experience. I do not send food back to a kitchen - ever. He watched us back on the cameras and "assumed" we had a good breakfast. If you watch closely, you can see me removing bacon off a biscuit. You can also see my mother knocking on her harder than a rock biscuit. Nothing more about the fault on their end but more so about how "happy" we were enjoying our meal. Since Michael is the person in charge of the customer service and handled this very poorly, I can see why this location has since gone downhill. While we were there, we did see a few online orders being picked up. This was a Wednesday - not a weekend. They weren't packed like normal or had a busy influx of orders. Needless to say, higher-ups do not care about your concerns and it falls down the chain to those working in the restaurant. I will no longer visit this location and I advise if you choose to do so, check your order before you leave. My advice would be to visit another Rise location that would be happy to have their customers give...

I just experienced the worst customer service interaction I have ever had. We were coming to get a makeup biscuit after receiving egg shells on our chicken egg and cheese biscuit a few weeks ago. We bought several items and as a make up biscuit we ordered a plain chicken biscuit to avoid a second possible issue. The hash browns were cold but that was fine because we could throw those in the oven when we got home. Then I opened up the biscuit and found that we received a biscuit with chicken, bacon and pimento cheese. Now for most I am sure that would be a great biscuit. Just not for us. We don’t eat pork, so scraping the cheese off wasn’t an option. No big deal. We drove back from Durham to brier creek to do an exchange in the biscuit and to receive some hot hash hash browns. I encountered “Joanne” whom didn’t want to give her name after the very dismissive interaction we had. After spending 2 to 3 minutes looking up my order which clearly came from rise she swung the iPad around to show me that what I ordered was wrong. Not that maybe the person that took my order was wrong. I ordered the wrong thing. Despite me saying that I order a chicken biscuit with nothing on it. She proceeded to tell me that I in fact had not done that and had ordered a Southern biscuit. I said okay I was wrong to stop the madness. I asked her to exchange the biscuit and may I please get “hot” hash browns. She turned on her heels threw the bag in the trash dropped the biscuit and hash browns in the bag and dropped it on the counter. I asked for her name and advised I didn’t like being treated the way she treated me. First acting as though I was lying by looking it up and then being dismissive with not so much as an apology for the experience. She advised she was not giving me her name and walked away. I asked her co worker what her name was and was their a manager available. She advised he was coming. Shortly Michael appeared. His only question was did she give you what you asked for? Not sorry for the interaction, apologies for the wrong order , not sorry you got all the way home and your order wasn’t right again? Just an incredulous look of, what is the problem? No worries I will never return I work very hard for my money and it is not just a given that you may treat me with out respect...

Used to be the best biscuits and donuts.

Over the years, Rise has been a place I deliberately drive to and stand in the queue for their food. The past two visits, I've felt and noticed an overall decrease in quality. The uniqueness of the donuts has also evaporated.

Some examples: The restaurant used to have an "old school, new school, our school" categories of donuts, where the donut menu changed frequently. It now appears to be a mostly fixed set of donuts.

The ingredients taste slightly different, the portions are smaller. My recent biscuits leave a paste feeling after eating them, and they don't look or feel as crisp and golden brown as they used to.

My recent apple fritter is smaller than it used to be, with more dough and less apple. This used to taste like a deep fried apple pie!

The eggs that are made with the breakfast biscuit are now a thin egg liquid folded over on the griddle multiple times (it used to be a real egg - what's frustrating is the grill has access to dozens of brown eggs. They're just no using them).

One of the restaurant catch phrases is currently "the best dang biscuits & beyond". They should consider changing the slogan back to the original "the best dang biscuits & donuts", and focus ...