Regina C.
Yelp
I debated whether to leave this review on Lasung Tofu House's page or Rōk's. Ultimately, I felt it was more appropriate to share it here.
I genuinely love Rōk. I regularly order at least three drinks at a time and frequently recommend it to friends and family. Unfortunately, our experience on January 2nd between 4-5 PM fell well below expectations.
We decided to have an early dinner at Lasung, which is located next to Rōk, and asked beforehand how to order Rōk drinks through the restaurant so we wouldn't need to wait in the long line outside. We were told that once the order was placed, we would receive a text notification when the drinks were ready. That text never came. After waiting about 40 minutes, we went to check on our order and discovered that the drinks had been sitting on the counter for over 20 minutes.
Before trying the drinks, we asked an employee if they could be remade if something was off, and we were told yes. However, when we noticed a clear difference in taste and returned, the shift manager refused to remake them and stated, verbatim, that "it was on us for not checking sooner."
The shift manager's response felt rude and dismissive. We followed the instructions we were given and waited for a text notification that never arrived, so being blamed for the delay was frustrating and unfair. While there seems to have been a breakdown in communication between Lasung and Rōk regarding the ordering process, the way the situation was handled--particularly by the shift manager--left a very negative impression.
I hope this feedback is taken constructively, as this experience was disappointing from a place I normally enjoy and support.