Hawaii Poke & Boba — Restaurant in Watauga

Customer service is not a priority for Hawaii Grill & Poke. We made an online order and when we picked up were given the wrong order. Our order was under the name Will and we were given a bag named Kareen, which was noticed when we got home and began pulling the food out. We immediately called and notified them of the mix up and asked if they could just remake our order and we would bring the incorrect one back.

The girl who answered (Nikki) was very confused on how a mix up code even happen and would not agree to remaking the food but insisted we bring the wrong food back. Our order only included 2 poke bowls and an order of spring rolls. The order we received had 2 poke bowls (not ours), a ramen, and 1 spam wrap.

Upon returning to the store Nikki was insistent that she gave us the right bag and couldn't fathom how we got the wrong food. They handed us a stapled bag with the wrong name, yet she insisted she confirmed all the food in the bag was correct when handing it to us. This did not happen.

Nikki had horrible customer service with her lack of acknowledging she made a mistake and all we were asking for was our correct order to be remade. Instead she said she "doesn't have time" to remake the order despite the store being empty and 2.5 hours till closing. She then said she would refund us the money yet could not provide us with a receipt of the refund.

We ended up walking out of the store without our order or proof of a refund. Nikki was however willing to sign the back of our order receipt saying she did the refund. So we'll see if we get our money back. I am sad to say we won't be back due to Nikki's lack of customer service over a...

This was $4 cheaper than the first poke bowl place I'd been to, with more in stock, interesting variety, and much better portions. I got the tempura shrimp seafood bowl (comes with shredded imitation crab) with buckwheat noodle base, withheld the spicy mayo, plus half an egg. Added musubi which was made to order.

FOOD: This was fantastic, from the shredded crab to the eel sauce. It was prepped to order and came out in 4 mins I think. A flavorful mix. Recommend adding massago and sesame seeds for textured and flavored crunch. Do not recommend drinking a conventional soda, it ruins the flavor. A specialty drink is expensive but if you treat it as your dessert it probably rounds out. I've had some better musubi, seaweed held too much, but the portion was almost double to anywhere else I've had while the one here was also cheaper.

SERVICE/ATMOSPHERE: Guys working were patient and helpful, seemed in a good mood. Unfortunately it was very slow, I think it ought to be steady on a Friday late afternoon. Atmosphere was tastefully interesting, seating comfortable, and OMG they actually run the A/C. Lightning might be a bit dim at night but with the sun it was bright. Bathroom was obviously not well ventilated to the HVAC but very clean and nice to see real toilet paper.

It is pricey overall compared to other upper quality international fast/diner food competitors like nearby Coco Shrimp, Chipotle, and Hashi, but worth the...

Food was very good and flavorful, however i couldn't say the same about the service.

This was my first time to the place so I was not familiar with the menu, but the two ladies behind the counter just stared at me - no words- so i felt rushed and just ordered the Hawaii Chicken Grill ($11.99) to-go.

I advised I wanted the extra meat in the entrée as well ($2 extra on the menu) - again, no words.

Disclosure - i tip based on how I felt the service was provided to me. So, when checking out at the register, I chose not to tip. After the lady read the tip box, she just dropped my receipt on the counter without handing it to me (VERY rude!)

When one of the ladies was finished preparing my food, they gave me the entrée - which definitely did not appear to have the extra meat I had paid for as well. I questioned if it had the extra meat, in which the food Preparer stated "it was not supposed to have any extra". I advised her I just paid $16.23 for the entrée, in which she replied "Well when you pay for extra it's not that much more anyways" ... Huh!? 🤨

Food and inflation is at an all-time HIGH and I would definitely like to get EXACTLY what I paid for, rather than being shorted on a $16 lunch. It was good, but definitely will NOT be back due to...