Phở Lucky — Restaurant in Redford Township

Order placed on 10.13.23 @ 630pm.

Placed a carry out order that was very specific item-wise, had the order confirmed multiple times with the total. Said it would be done in 15 mins but wasn't able to get there till about 45 mins after the call. She did not ask for a name nor a phone number. When I walked in, I let the cashier know I was picking up an order, before I could proceed with the items I had ordered (since she didn't ask for a name or #), she immediately interrupted me and said she currently did not have any orders that were to be picked up. I was confused since this was the only Redford location. I asked her if their number was their correct number on google, which at first, she said no until I saw one of their menus with the number on it and the correct address. After going back and forth for about 5 minutes and getting screenshots of the address, time, and call history, the young lady then admitted she had given my order away. I understand mistakes happen, it's life. I get it. In this case, we made sure that the custom order was repeated and we had a total before getting off the phone. I feel as if she tried to sweep this under the rug because she made a mistake and didn't want to own up to it. She had repeatedly told me before admitting that, no, not here. We dont have any orders. She was not accommodating to the situation. She did not seem to want to help to clear up the issue, and would have been fine with me walking out without purchasing anything. Also did not apologize. I did ask as I was leaving if she was the only individual in the store that had been taking phone orders and she said yes. I'm not sure how you forget such a specific order and conversation within 45 minutes but I suppose people get preoccupied and their memory lacks.

Now, onto the food. The veggies were bad. The tofu for the pho was hard. We have ordered this same item before and it's never been 'hard', unless they fried it without knowledge. Also the tofu that was added to the summer rolls were different. Much fresher than what was in the pho.

Overall, experience wasn't the best due to mistakes wanting to be swept under the rug without attempting to help or a sincere apology.

I suggest you start asking for people's name and numbers to prevent this...

This place is AWESOME!! Looks like a tiny little dinner, but they specialize in PHO, and it is truly amazing. This place is part of a small chain here in the metro Detroit area. Every one is identical in menu, service, freshness, and flavor... OUTSTANDING!!

LATER EDIT: The Southfield branch has changed ownership as of Feb-2019. I went there today, 04-Mar-2019. The broth recipe has been changed, and I didn't like it... too salty, missing flavors and definitely not delicate like Redford and Novi. The noodles were also different, and seemed a lot cheaper and non-authentic. The bowl seemed a bit greasier and had way too many onions. The temperature was also a bit low. The service was also a bit slow... had to wait 13 minutes for my bowl of plain Pho. Meanwhile, I have been eating at Novi and Redford, and they're still great. AVOID the Southfield branch.

And fast too... I just walk in, they see me and immediately enter my order into the computer. I then go for a walk out in the cold, and when I come back 5 minutes later, a steaming hot bowl of PHO is waiting. I literally bask my head in the steam for a minute or two, sniffing the broth, taking in the delicate flavors. I like to imagine that I'm a poor farmer in Viet-Nam, working out in the freezing cold all day and finally getting my hot bowl of PHO.

No BS, I have been eating PHO an average of 5 days a week for the past 6 months and it has done wonders for my tortured digestive system. This is feel-good food, and I have never felt bad after any meal at this fine chain of restaurants.

The sell gift certificates, good at all...

i’ve been coming to this location regularly — sometimes multiple times a week — but after my recent experience yesterday, i won’t be returning. i ordered the shrimp pho and the noodles came out clumped together and broke apart into short pieces when i tried to separate them in the broth. i let the waitress know, and they replaced it. i asked for extra noodles this time, but it came out with so many noodles and barely any broth. the noodles soaked everything up and turned into a mushy mess.

i let them know i couldn’t eat it like that and asked to have it taken off the bill. instead, the cook came out and started going back and forth with me, insisting that he always makes it the same way. i explained that i’m a regular and know how it’s supposed to be, but he just kept repeating himself and saying he didn’t know what i wanted him to do. eventually, he agreed to remake it one last time — and that version was finally decent.

overall, it was way too much hassle for something that should’ve been handled with basic customer service and care....