08/15/2025
A Note to Our Valued Guests
We truly appreciate every guest who walks through our doors — whether it’s your very first time or you’ve been with us for years. We take pride in not only preparing good food but also listening to feedback with an open mind.
Recently, a customer shared concerns privately with us and later in a private Facebook group. We won’t name or single anyone out, but we do want to clarify what happened and share some reminders for everyone.
When this guest visited us, they ordered a small beef pho with rice noodles, no beef, no onions, and a side of steamed vegetables with only carrot, mushroom, and zucchini. The order was placed for dine-in after we confirmed with the customer and served without any concerns raised at that time. Shortly after it was served, the guest asked our server to package it to-go and asked whether the noodles would get soggy if eaten at home. The server confirmed it would be fine if eaten that night.
What we didn’t know — and would have been important for us to know — is that the guest had a 45–60 minute drive home. If we had known, we would have recommended packing the noodles and broth separately to preserve quality.
Two hours later, the guest contacted us on Messenger about soggy noodles and missing sauce packets, jalapeño, and lime. It was during this conversation that they mentioned it was their first time dining with us and that they had a long drive. We responded right away, clarified our process, and offered a 20% discount for the next visit as a goodwill gesture — specifically because it was their first visit and the long travel time could have impacted their experience. The customer was not interested, which we respect.
We never blame anyone when we receive feedback — our approach is always to look at it from both sides’ perspectives: the customer’s experience and the operational reality in our kitchen. Honest, consistent feedback helps us make improvements that benefit everyone.
Friendly Reminders:
Communication Helps Us Help You
If you have special requests, a long drive ahead, or want your food packaged a certain way, please let us know at the time of ordering. We can adapt — but only if we have the information before your food leaves our restaurant. We also have printed store policies visible at the counter, where you place your order.
Sizes for To-Go Orders
Our staff is trained to inform guests that small-size pho is not available for to-go — only large. In this case, the small was served because the order was originally dine-in and later changed to to-go.
Condiments & Toppings
For dine-in, hoisin and sriracha are available at our self-serve station. Homemade chili oil, lime, and jalapeño are available upon request — simply let us know and we’ll gladly include them. If you need sauce packets for to-go, or if you’re dining in but later decide to take your meal to-go, please request them so we can prepare them for you. Basil and bean sprouts are added directly into the pho for freshness and balance, but extra herbs, lime, or jalapeño can always be provided if you ask.
Authenticity & Taste
Pho varies widely across Vietnam — there is no single “right” way. The flavors vary across different regions and family traditions. Our style is gentle, smooth, and balanced, and we taste-test our broth daily to ensure quality. Just because a particular flavor profile doesn’t match your personal taste buds does not mean it is not authentic — it may simply be a different authentic style. Vietnamese cuisine is incredibly diverse, and we encourage guests to explore it with an open mind. If you prefer spicier, stronger, or sweeter flavors, condiments are always available so you can tailor your bowl to your liking.
Our Promise
We will always listen, respond promptly, and work toward fair solutions without placing blame. In return, we ask for clear communication and honest feedback so we can serve you — and our entire community — in the best possible way.
Thank you for allowing us to be part of your dining experience. We look forward to continuing to serve you with kindness, consistency, and care.
TruBroth Family
