Gong Cha Erin Mills Town Centre — Attraction in Mississauga

[Unsanitary?] On January 27, my wife bought 2 milk tea from Gong Cha in Erin Mills town center, it was a “buy one get one free” for $7.10. When Jenna was preparing the milk tea, she dropped the cup on the floor and she picked up the cup and wanted to use for my wife’s drink. When my wife saw it, she complained.

[Cashier’s retaliation?] On Jan 29, when my wife wanted to get the same deal and tried to order from Jenna again, Jenna over charged her an extra $0.70. When my wife asked her the reason, she admitted that she remembers my wife and that’s the charge supposed to be, except if my wife can show her the receipt from last time, she then would honor the same deal! Unfortunately, we don’t have the receipt with us, just to prove our point, we went all the way home and fetched the receipt (if she didn’t say she would honor it, we wouldn’t bother to spent 20 minutes forth and back home to get it). When Jenna saw the receipt, she just flatly turns us down by saying it was a mistake made by the other staff and it was not her problem! My wife was really upset and I stepped in at this point, I expressed clearly to both Brandon and Jenna that the 70 cents was not an issue, but how the way Jenna was making us ran forth and back home for the receipt is the problem! I guess she just holds grudge against my wife, and was just bullying us! So, I asked to talk to someone else, Brandon came talking to us and said the manager is not there. I then asked him try contacting her for us. He said OKAY and went inside to make call. He came back shortly after, and told me the manager was not available, can I fill out a (complaint) form instead? As I was waiting for the form, Mohammad, the security guy showed up. I then realized Brandon didn’t look for his manager, he called the security and complained about 2 intruders (my wife and me) instead! After Mahammad clarified what the situation was about, he helped us by walking to the Erin Mills Town Center information to file our complaint.

Both Jenna and Brandon were demonstrating a very arrogant behavior during this incident, they were not there to solve issue but to escalate it! Jenna held grudge against my wife because of the dirty cup incident. She was not only overcharging customer with bad services, how the way this Gong Cha in Erin Mills town center is handling the drink has posted a very bad sanitary concern too. I hope someone will take note on this and look into those issues.

My concerns are as follow,

After Jenna dropped the cup, she continued to use that cup. Does it mean if the customer didn’t see or complain, that’s okay to use the dirty cup? (I will forward this complain to our health department for them to follow up)

If Jenna didn’t want to do business with my wife, why didn’t you just tell her directly instead of asking her for proof from the last transaction and giving us a hard time?

Brandon asked me to wait for the complaint form then called the security, this is clearly a trap, he just wanted to do a number on us and got rid of us. We stayed in the store because you never asked us to leave. I believe there is security camera in the mall, you can check. Brandon is much younger, stronger and taller than me, to be honest, I am a senior older than 70, he can post a lot more threat to me than I can do to him!

The 70 cents weren’t the issue here, my wife just wanted to proof that one of your staffs in the store made a mistake. To Jenna, she just wanted to retaliate! I would like to know should the customer be suffering from your staff's mistake?

To the owner, During the heat up conversation, my wife was only expressing her suffering by patting on the counter; not the kind of hitting you exaggerated! She was speaking English, only that your staff who has no patience to listen! Your staff created the situation and unfortunately you weren't available. I can understand you don’t want to know the truth. I wanted to speak to you at that time and I still wouldn’t mind to do so now, or meet...

Very poor experience. My drink was made in a cracked cup (which can happen!) and it was already leaking when I received it, so I asked for help. The cashier/server did not say a word, did not take a close look and just re-did the lid placing, and handed back the drink without saying anything. It still leaked, obviously, and I showed it to them. They snatched it out of my hands, poured it in a new cup, and shook the entire brown sugar bubble tea, without asking me, and handed me the drink without saying anything. No it was not your fault, but I stood there with leaked bubble tea all over my hands and had to ask multiple times for amendment, only to get no apology, shaken bubble drink without asking, treated as if I am a hassle. I was the only customer there at that time. The server was on their phone, giggling throughout the entire encounter after first handing me my drink in cracked cup. I have been to multiple Gongcha’s all around the city, but never had this poor of an experience. I was with my sleeping baby in the stroller so I didn't want to make a scene at the time, but was very disappointed and offended by how I...

1 star. I’m so disappointed with the bubble tea here. I got a large, and there was barely any tapioca—like, maybe 15 pearls total. After drinking just 30% of it, the tapioca was completely gone. That’s ridiculous! Tapioca is so cheap, and they couldn’t even put a decent amount in? I’ve had bubble tea from tons of other places—major brands too—and this is by far the skimpiest portion I’ve ever gotten, especially for a large. Total letdown. I’d never order from here again. This was a uber eats delivery order 2 days ago.

UPDATE: I have emailed them as per their comment below and have not gotten a response.

UPDATE 2: They did respond, will give an update here soon.

UPDATE 3: I gave them a try again and it was consistent with the other Gongcha's just enough toppings and the tapioca is good. Tea is also spot on. Have updated the rating from...