Everyone should boycott any unreasonable restaurant extra fees!! I went to Build the Pho on the other day around 3pm for dine-in. To my surprise, when I tried to order using the QR code, I was hit with an "18% convenient fee" that I've never encountered before at this restaurant. When I asked the server about it, he couldn't even explain what it was for, stating it is neither a tax nor a tip, and told me the manager/owner was too busy to speak with me (at 3pm??), telling me there's nothing he can do and the only thing I can do is to order for takeout if I don't want to pay 18% convenient fee for dine in! What the heck is it?? So I must pay 18% extra for dine-in?? This DOESN'T MAKE ANY SENSE AT ALL!! I'm SOOO disappointed that such unreasonable charges are being imposed on dine-in customers. This isn't the experience I expected from my favorite Vietnamese restaurant in Cleveland. This is kind of business' preposterous behavior must be exposed on social media to raise awareness and promote community accountability until the owner realizes that imposing an unreasonable 18% extra fee is WRONG. I always give other restaurant owners 5-star reviews on Google, but this outrageous practice has made me extremely furious. I have never been this angry before. If this 18% could be tips, then where is the button for customers to adjust the percentage? This needs to STOP! As a restaurant owner, it's important to treat your customers fairly and respectfully.
Khuê Phạm
THEY ALWAYS TAKE FOREVER? they just completely forgot about your order and then 30 mins later come out of nowhere and asked what did you order? They will also just randomly bring food from other tables and ask whether you ordered this or not. why charging the 18% convenience fee when it’s not even convenient? horrible
Atmosphere: 1
Food: 1
Service: 1
Gn Namron
Great food but they charge a “convenience” fee. After asking the staff for clarifications, the fee is the tip. The fee was close to 18%. It’s very confusing. This hurts the workers more than anything.
Atmosphere: 3
Food: 5
Service: 3
Kevin Tran
Went in for some appetizers, spring roll and a banh mi (they don’t have banh mi listed but they apparently have some). Spring rolls are very thin and not flavorful. Banh mi.. please do not make anymore if you’re going to use QP Mayo. No Pate either. $20 for these two items and they aren’t even up to par.
Atmosphere: 5
Food: 1
Service: 5
Jeff Honaker (RealJeffedUP)
I had such a good meal here. I didn’t get a chance to get all of the photos I wanted because I was so busy enjoying the food. I will have to come back when I return to Cleveland again. So much more to try but the Pho was some of the best I’ve ever had. 10/10
Atmosphere: 5
Food: 5
Service: 5
Cynthia Olsen
Ordered food for 2 pickup late, and there was a ton of food. Dishes worth sharing. ? Fast and convenient.Vegetarian options: Can get veg spring rolls, pho, salad
Sharing this review solely based on the customer service I received. I brought my dad in with me to pick up an order and the team here was very courteous. Although it was a carry out order, they allowed us to sit down and wait while my husband got the car. They made sure we were comfortable and asked if we needed anything. I didn't feel rushed at all and I was really grateful as a caregiver for this level of service. They weren't very busy on this day, but I felt this experience was worth mentioning.
Atmosphere: 5
Food: 3
Service: 5
Asia Milligan
The staff is extremely unpleasant.If you enjoy good customer service while spending your hard earned money I do NOT recommend! The pho was sub par I will not be back.
Atmosphere: 2
Food: 1
Service: 1
Saundra Jackson
My favorite place to go. I love their build a
Atmosphere: 4
Food: 5
Service: 5
Zeey Green
They charge you “convenience fee” for 18% ordering by phone. It’s actually convenient for them to be lazy. And they ask you for extra tips. What a world. Makes zero sense.
NEVER VISIT AGAIN! CHECK YOUR BILL! 18% mandatory convenience fee no matter you use their QR ordering system or not .I second what JB comment below. It is nonsense to charge a convenience fee by using their QRcode ordering apps. While my phone is low in battery, I ordered the food using paper, the waitress came and added my order to their system, then told me still there is an 18% percent convenience fee (not about tips, I will pay that if I enjoyed my meal) and still showing the page for you to add more tips after charging you 18%convenience feeAlso, be noted that you need to pay right away after you placed your order even if you dine in. The waitress just came with the bill and ask me to pay right away. Not friendly at all.
Atmosphere: 1
Food: 2
Service: 1
Cherry Carr
I purchased lunch for me and my coworker who never tried Pho before, she is absolutely hooked like me! The food here is so good and fresh, the staff is always friendly and nice. I love it here.
Atmosphere: 5
Food: 5
Service: 5
krissaus Waldo
Upon arrival we sat ourself with little to no greeting , were not informed of how to order . After finally asking a few questions that the server barely wanted to answer we placed an order through the app , charging 20% in gratuity , paid $60 per person only for them to come back to the table and say they didn’t have what we ordered and that they would refund , however it would take 3-5 business days and I’d have to pay for difference of the order that I wouldReceive even though it was less than the order amount I had already paid . Brought out the wrong order for the other person at table . When we asked to switch it they gave a hard time saying they couldn’t refund and would remake , a nat flew around our table the entire time landing on our food we let them know they did not care they did not come and check on us ask for refills Or have any type of proper customer service they only cared about making sure that the order had already been paid for and what you get is what you get. We were the last people in the restaurant and waited for everyone to leave before we told them about how dissatisfied we were only for them to shrug their shoulders and act like it was nothing that they would do for us. We were to return home where I am 100% sure that we were food poisoned . Sick for three days Vomiting profusely within an hour of eating.This place should be closed down immediately
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Rare Beef
Susan M.
The food is very good but sadly I just can't continue to support this business because I am really bothered by their practice of charging an 18% "convenience fee" just for dining in, which is essentially a required tip. And then they prompt you to leave a "tip" on top of that, which most people do mindlessly. I guess they bank on people not noticing that sneaky mandatory fee before agreeing to another tip. The result? They end up getting TWO tips from you. Suddenly your $15 meal costs much, much more. No wonder they insist on you ordering through an app. It's lucrative for them because few people -especially college kids- will pay attention or care. I don't like those games- leaves me with a sick feeling in my stomach. So while it is sad because the food is good and I have been eating here regularly for a long time, I am sickened by this manipulative business practice and simply cannot patronize this restaurant anymore.
Drew K.
The food was pretty good and came out reasonably quickly. Unfortunately, if you dine in, they charge an 18% convenience fee when you order through the Toast app. Plus the system adds a tip by default, so it doesn't appear that was some sort of mandatory tip. I asked the staff about it and they said that was a charge for dining in (I.e. It didn't appear there was a way to avoid the fee). I'm not into deceptive junk fees that obscure the real prices of places.
Everyone should boycott any unreasonable restaurant extra fees!! I went to Build the Pho on the other day around 3pm for dine-in. To my surprise, when I tried to order using the QR code, I was hit with an "18% convenient fee" that I've never encountered before at this restaurant. When I asked the server about it, he couldn't even explain what it was for, stating it is neither a tax nor a tip, and told me the manager/owner was too busy to speak with me (at 3pm??), telling me there's nothing he can do and the only thing I can do is to order for takeout if I don't want to pay 18% convenient fee for dine in! What the heck is it?? So I must pay 18% extra for dine-in?? This DOESN'T MAKE ANY SENSE AT ALL!! I'm SOOO disappointed that such unreasonable charges are being imposed on dine-in customers. This isn't the experience I expected from my favorite Vietnamese restaurant in Cleveland. This is kind of business' preposterous behavior must be exposed on social media to raise awareness and promote community accountability until the owner realizes that imposing an unreasonable 18% extra fee is WRONG. I always give other restaurant owners 5-star reviews on Google, but this outrageous practice has made me extremely furious. I have never been this angry before. If this 18% could be tips, then where is the button for customers to adjust the percentage? This needs to STOP! As a restaurant owner, it's important to treat your customers fairly and respectfully.
THEY ALWAYS TAKE FOREVER? they just completely forgot about your order and then 30 mins later come out of nowhere and asked what did you order? They will also just randomly bring food from other tables and ask whether you ordered this or not. why charging the 18% convenience fee when it’s not even convenient? horrible
Atmosphere: 1
Food: 1
Service: 1
Great food but they charge a “convenience” fee. After asking the staff for clarifications, the fee is the tip. The fee was close to 18%. It’s very confusing. This hurts the workers more than anything.
Atmosphere: 3
Food: 5
Service: 3
Went in for some appetizers, spring roll and a banh mi (they don’t have banh mi listed but they apparently have some). Spring rolls are very thin and not flavorful. Banh mi.. please do not make anymore if you’re going to use QP Mayo. No Pate either. $20 for these two items and they aren’t even up to par.
Atmosphere: 5
Food: 1
Service: 5
I had such a good meal here. I didn’t get a chance to get all of the photos I wanted because I was so busy enjoying the food. I will have to come back when I return to Cleveland again. So much more to try but the Pho was some of the best I’ve ever had. 10/10
Atmosphere: 5
Food: 5
Service: 5
Ordered food for 2 pickup late, and there was a ton of food. Dishes worth sharing. ? Fast and convenient.Vegetarian options: Can get veg spring rolls, pho, salad
Atmosphere: 4
Food: 5
Service: 5
Recommended dishes: Vegetable Maki Rolls, Beef Pho
Sharing this review solely based on the customer service I received. I brought my dad in with me to pick up an order and the team here was very courteous. Although it was a carry out order, they allowed us to sit down and wait while my husband got the car. They made sure we were comfortable and asked if we needed anything. I didn't feel rushed at all and I was really grateful as a caregiver for this level of service. They weren't very busy on this day, but I felt this experience was worth mentioning.
Atmosphere: 5
Food: 3
Service: 5
The staff is extremely unpleasant.If you enjoy good customer service while spending your hard earned money I do NOT recommend! The pho was sub par I will not be back.
Atmosphere: 2
Food: 1
Service: 1
My favorite place to go. I love their build a
Atmosphere: 4
Food: 5
Service: 5
They charge you “convenience fee” for 18% ordering by phone. It’s actually convenient for them to be lazy. And they ask you for extra tips. What a world. Makes zero sense.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
NEVER VISIT AGAIN! CHECK YOUR BILL! 18% mandatory convenience fee no matter you use their QR ordering system or not .I second what JB comment below. It is nonsense to charge a convenience fee by using their QRcode ordering apps. While my phone is low in battery, I ordered the food using paper, the waitress came and added my order to their system, then told me still there is an 18% percent convenience fee (not about tips, I will pay that if I enjoyed my meal) and still showing the page for you to add more tips after charging you 18%convenience feeAlso, be noted that you need to pay right away after you placed your order even if you dine in. The waitress just came with the bill and ask me to pay right away. Not friendly at all.
Atmosphere: 1
Food: 2
Service: 1
I purchased lunch for me and my coworker who never tried Pho before, she is absolutely hooked like me! The food here is so good and fresh, the staff is always friendly and nice. I love it here.
Atmosphere: 5
Food: 5
Service: 5
Upon arrival we sat ourself with little to no greeting , were not informed of how to order . After finally asking a few questions that the server barely wanted to answer we placed an order through the app , charging 20% in gratuity , paid $60 per person only for them to come back to the table and say they didn’t have what we ordered and that they would refund , however it would take 3-5 business days and I’d have to pay for difference of the order that I wouldReceive even though it was less than the order amount I had already paid . Brought out the wrong order for the other person at table . When we asked to switch it they gave a hard time saying they couldn’t refund and would remake , a nat flew around our table the entire time landing on our food we let them know they did not care they did not come and check on us ask for refills Or have any type of proper customer service they only cared about making sure that the order had already been paid for and what you get is what you get. We were the last people in the restaurant and waited for everyone to leave before we told them about how dissatisfied we were only for them to shrug their shoulders and act like it was nothing that they would do for us. We were to return home where I am 100% sure that we were food poisoned . Sick for three days Vomiting profusely within an hour of eating.This place should be closed down immediately
Atmosphere: 1
Food: 1
Service: 1
Recommended dishes: Rare Beef
The food is very good but sadly I just can't continue to support this business because I am really bothered by their practice of charging an 18% "convenience fee" just for dining in, which is essentially a required tip. And then they prompt you to leave a "tip" on top of that, which most people do mindlessly. I guess they bank on people not noticing that sneaky mandatory fee before agreeing to another tip. The result? They end up getting TWO tips from you. Suddenly your $15 meal costs much, much more. No wonder they insist on you ordering through an app. It's lucrative for them because few people -especially college kids- will pay attention or care. I don't like those games- leaves me with a sick feeling in my stomach. So while it is sad because the food is good and I have been eating here regularly for a long time, I am sickened by this manipulative business practice and simply cannot patronize this restaurant anymore.
The food was pretty good and came out reasonably quickly. Unfortunately, if you dine in, they charge an 18% convenience fee when you order through the Toast app. Plus the system adds a tip by default, so it doesn't appear that was some sort of mandatory tip. I asked the staff about it and they said that was a charge for dining in (I.e. It didn't appear there was a way to avoid the fee). I'm not into deceptive junk fees that obscure the real prices of places.