Pholicious — Restaurant in Virginia

I will never set foot in this place again. Worst customer service I’ve ever experienced. Sunday night my girlfriend and I were craving fried spring rolls. It was around 8pm when I tried to place my order, but every time I called it would go straight to voicemail. I checked online and it said they were open till 9pm, so I decided to just stop by.

When I walked up to the door, I saw a hand written sign that said they closed at 8pm. Before I could get to my car the lady inside opened the door and asked if I needed something. I told her all I wanted was a few orders of FRIED spring rolls. She said no problem and invited me in. I ended up ordering 3 orders of Fried spring rolls. I was very thankful that she was willing to accommodate me.

While I was waiting for my order, another customer called and requested fresh summer rolls. A few moments later my food was ready. When I got home and opened the box, I discovered that she had given me 3 orders of fresh summer rolls. NOT FRIED spring rolls. I immediately tried calling, but they were already closed.

By that point it was already after 9pm, and nothing else was open. My girlfriend and I had no choice but to eat the fresh summer rolls for dinner, but before we did I took a picture of what she had given me. I thought maybe I was given the other persons order by mistake.

The next day I decided that I would return to show her the picture and also order some pho. I work in the restaurant business, so I thought for sure once she realized that she had had given me the wrong order, she would make things right by giving me what I had paid for. Instead she claimed that it was my fault. She said I asked for spring rolls, not egg rolls. I said I specifically asked for FRIED spring rolls. Emphasis on fried.

She proceeded to tell me their fresh summer rolls are called spring rolls, but I heard her refer to them as summer rolls to the customer on the phone. According to her I was supposed to ask for egg rolls, but I was very clear that I wanted FRIED spring rolls. She knew exactly what I meant, but she didn’t want to acknowledge that she made a mistake because she obviously had no intention of honoring what I had paid for.

She told me that if I wanted the fried egg rolls, I should have saved the summer rolls and brought them back the next day. ARE YOU SERIOUS? So I’m supposed to go without any dinner so that I can come back the next day and get what I ordered. Would you seriously take back and resell something that’s been sitting in someone else’s house for 24 hours? That’s disgusting.

I was completely blown away. Here I am trying to give her a chance that make thing right. I was even willing to purchase 2 more orders of pho. I just wanted what I paid for. I can believe she expected me to save the summer rolls and give them back.

This place will not be in business much longer, if this is how they treat their customers. The food Really isn’t very good. Anytime I’ve ever ordered their pho, the noodles taste old, there’s hardly any meat, and the broth is bland. The summer rolls were gross. The shrimp was fishy, and it looked like the meat inside was some type of sliced lunch meat. Don’t waste your time here. There’s so many better choices for pho in the area. This place is so desperate for business that they are willing to resell food that’s been in a customer position for a full day. I wouldn’t be surprised if someone ends up getting sick...

I feel a little misled. This is not the same Pholicious that it used to be! It is now under different management and called Saigon Cuisine. I am not sure when this change happened. We exclusively got take out or delivery from Pholicious over the years. The inside has really improved and it feels like more of a place you could dine in. The gentleman who took my order over the phone was nice, but I don’t really recall him saying the new restaurant name.

The food wasn’t bad, but the egg rolls didn’t have that bubbly crispy texture that I loved. It seemed like the egg roll sauce was similar if not the same. The beef pho meat was a little too underdone for me, but that’s partially my fault. We live about 20 minutes away so the broth wasn’t as hot as it could be to heat the meat through.. so the meat was very chewy. Pho packaging was clean and didn’t leak. I would be willing to try them again, but just a little disappointed it wasn’t what I was...

Horrible customer experience!! No wonder no customers here.

Came to post my review and was felt validated when saw another customer ‘Jeff’ had exactly same experience in his review.

8/3/22- Lunch time. Ordered Chicken pho soup for my son as he is sick. Took off from work to pick to drop it home. No one except me was there at pick up. She confirmed it is chicken noodle soup. Reached home and found out it was wrong order - beef broth! Picture attached. Drove back to her again to take it back as courtesy. Instead of saying sorry or Thankyou, she started yelling at me for not carrying it back properly!! I told her she should be thankful that I am bringing it back. And at least take accountability for the mistake. No discount or apology - was told I had an attitude. Wow.

PLEASE AVOID PHOLICIOUS - if you want to save your mood and money. Chicken noodle soup is for $14 ( jumped 75%) in 3 years from $8 in this new management or rather...