Roots Natural Kitchen — Restaurant in Richmond

I genuinely have a fondness for Roots overall. I consistently encourage others to give them a chance. However, I would recommend the Broad Street or Midlothian locations. The Grace Street location has disappointed me too many times. Just this past week, I ordered two salad bowls online. For the first bowl, I selected kale, brown rice, spinach, sweet potatoes, beets, eggs, cucumbers, and BBQ tofu with Caesar dressing. For the second bowl, I chose spinach, brown rice, sweet potatoes, corn, chicken, and Caesar dressing. Unfortunately, my first bowl contained corn, lacked BBQ on the tofu, and had no dressing. My second bowl was filled with an excessive amount of kale and eggs, and also had no dressing... it was evident that my orders were mixed up. Despite my frustration, as I mentioned, I do enjoy Roots, so I returned later in the week. My order was supposed to be ready at 3:15. I arrived promptly at that time, only to be informed that my order was not yet ready. Several other customers entered, placed their orders, received their food, and left. I continued to wait patiently. At 3:40, I requested to cancel my order. The cashier glanced over at another young lady who approached me. She was courteous and informed me that she would cancel the order. She explained, "The order just came through, although it shows it was placed 22 minutes ago, I did not see it over there." She apologized and offered to prepare my salad at no cost. While I appreciated her handling of the situation, it remains frustrating because when the first young lady was given my name, she indicated that the order simply was not ready yet. Given that I was the only person seated there, aside from the three individuals who walked in and out, one would expect the cashier to notice that I had been waiting for an extended period. Include a recollection from a few months prior when I took a bite of my salad and immediately spit it out due to it tasting like cleaning products. Admittedly I should have stopped visiting that location then. Nevertheless, I have gained insight from my experience at the Grace Street location. Although the Midlothian and Broad Street locations are somewhat inconvenient for me, I have never encountered any...

This location is trash went down terribly over the years. It’s as if they hire anyone that can breathe and that’s the only qualification to get hired. No people skills whatsoever no matter how polite I’ve been to most of the workers they are nasty and have no integrity with your food. I saw one guy dropped tofu on the line and put it right back in the tofu container instead of in the trash.

Then I had someone assist me with my bowl and I told her that there was something in the bowl she was about to use and she confirmed that there was something in the bowl. Instead of giving me a new bowl, she proceeded to take the item out of the bowl and continued to use it. My thing is if they were on the other side they wouldn’t want to eat it, so treat people the way you would want your food handled.

There was one man working there that was kind enough to provide me with rice like I requested after the girl that was assisting me gave me a half a scoop of rice for my bowl. No worries though I learned my lesson...

April 10, first eatery experience from Roots. My bowl was delicious! Prepared perfectly as ordered. My second experience April 26 was Not as appetizing! Used online app to order/pick up. Of my request I had “very little spinach”, “the absence of the lime picked onions” , “maybe 4-5 craisins”.. “very little Ceasar dressing” and lots of rice...quite dry. Wanted to enjoy but Did Not so called “Feedback” line to inquired if I could get a small container of the missing lime pickled onions & craisins... Was told basically that, “they could not do that unless they could “verify” that the person who placed the ordered had an “Account” with them. “What???” Then she asked for the phone number. My girlfriend who placed the order eats there a lot... Soo I went along with this employee (her) to see where this foolishness was going. Conveniently she started saying “Ma’am are you there” “I can’t hear you” and hung up. Curiously I called back... No Answer”. Wow! They need...