Chatime Rouse Hill — Attraction in Sydney

Most of my experiences at this chatime have been really positive but last night would have had to be my worst one there. Rouse hill chatime is a popular spot so im used to waiting for my drink because its easy to see that the employees behind the counter are working hard. However last night all I witnessed was 4 girls goofing around and making jokes while letting their only 3 customers wait 20 minutes for their orders. Now waiting for a drink isnt the end of the world, what really annoyed me was that once I got my order, it was wrong. Somehow amongst their goofing off they didn't read that I had ordered a hot drink instead of a cold one due to the fact that I am sick. I let the girls know and left it as is because I didn't want to wait any longer than I already had. Fast forward to me driving home with both my chatimes in the cup holders when one begins to leak. I realised when I got home and my roomate went to jab into the drink that it had not been sealed properly. We found this out as the plastic covering promptly broke apart and most of the drink tipped over and stained our carpet. But guess what, that wasnt even the drink that was leaking! Im really not sure how nor am I assigning blame for this but my cup had been leaking the entire time. I realised because I left the drink on the dining table or a little while, as I wanted the ice to dissolve and the temperature to come down (if you guys remember this was supposed to be a hot drink because I didn't want to irritate my throat) and I came back to a puddle on the table. All in all I spent $15 dollars, wasted 20 minutes of my time and all I have to show for it is a stained carpet, late night cleaning and mopping and a drink I ended up giving to...

Extremely disappointed with the service at Chatime Rouse Hill Town Centre. As a loyal, long-time customer, I expect basic courtesy and accountability — neither of which were shown during my recent visit.

I placed an order via the Chatime app, clearly selecting Rouse Hill as the pickup location. The app confirmed the order would be ready there. However, due to what appears to be a system glitch, the order was somehow processed at Castle Towers instead. When I approached the Rouse Hill staff after waiting over 30 minutes, I was met with rudeness and zero willingness to help.

I calmly explained the issue — a system error that was clearly not my fault — yet the staff were dismissive and unprofessional, telling me to sort it out myself by contacting the other store. After some pressure, they called the owner, Evelyn, who was equally unhelpful and refused to resolve the matter.

I left without receiving my order, wasting time and money — and with a very upset child beside me. To make matters worse, this isn’t the first poor experience at this store. Staff are frequently cold and disengaged, orders are often delayed, and requests like “less ice” are routinely ignored — effectively giving customers less product than they paid for.

This location clearly lacks basic customer service standards and accountability. I strongly urge Chatime management to investigate this incident seriously, retrain the staff, and ensure system glitches like this are fixed. Until then, I’ll be taking my business elsewhere — and advising others...

Hygene issues and extremely disappointing customer service. Found BUG inside the drink. As if this wasn't disgusting enough, the employee argued instead of apologising and offering a replacement/refund or another solution ---- Details: Purchased a large brown sugar milk Tea for my daughter. She drank a third and found a small white bug with wings, stuck on the inside of the glass. I told her to take it back to Gong Cha and they will replace it for you. Surprisingly howrver when we told the staff about the issue, they argued and refused to accept there was an issue: implying we were lying. I asked her to strain the drink and she will find the bug inside. Her response was 'I don't want to get the strainer dirty if there are bugs inside' lol. But she still refused to accept there could be a bug inside the drink and say apologise or offer a solution? Makes no sense. Ironically while arguing with us she was waving away bugs of her face, presumably the same small white fly that was also inside the drink. However the lady was kind enough to dispose of our bugliscious drink for us. Really disappointed....