Gong Cha Fortitude Valley — Restaurant in Brisbane City

I often visit this location as it is close to where I work. Almost every visit is unpleasant but I continued to go as I love the franchise. The last three times I have been have been the worst and I will no longer be going to this location. I placed an online order 5 minutes before I was picking it up. I arrived at the location, presented my order number and was told my order had not been made yet. It then took a further 10 minutes for my order to be ready. The order was a single large drink. I choose to order online often as I don't have a lot of time. It seems that this location will not make online orders until you are present in the store therefore the point of ordering online doesn't matter. A lot of the time when I order in person my orders are not correct. I ordered a mint milk tea with foam and black pearls and a passion fruit V. What I was given instead was a pearl milk tea and a passion fruit green tea with basil seeds. When I ordered here this afternoon I and my friend both had coupons for the 10 drink loyalty system that is on the Gon Cha app. The staff member serving me and my friend told us we were not allowed to use these coupons and less we could prove that our 10 drinks were ordered from this location specifically. This has never been how the coupons work. After I pulled up my order history (which is only present when you order online unlike my friend does) she gave me my drink for my free loyalty coupon she made my friend pay for their drink even though they also had the same coupon. This store lacks professionalism, training, knowledge of company policies, and customer service skills. I will not be returning to this location. The store gives the franchise...

I use to love coming here, and got almost a cup of bubble tea a day... ever since their owner(?) changed, it seems like they are constantly understaffed, and yet still taking orders from customers even though they cant manage. I have not experienced waiting for a bubble tea for more than 20 minutes. Isn't this a sign that you need an additional staff to help you? Or you'd rather save on wages.... and you lose all your regular customers who's giving the business some profit?? Please review your management style, because i'd like to keep coming back. OR let customers know your wait time before accepting an order. This will show that you respect your customer's time. Time is precious, and 20-25 mins wait for 1 bubble tea is definitely unreasonable (when there is only 3 people in the store before me) This is not the way to...

I am amazed that a bubble tea store can run out of black pearls every single time I order here for several months now.

I always order Royal Pearl Milk Tea with extra mango pearls and majority of the times get told they ran out of black pearls and other times, there are just no black pearls and bare minimum mango pearls! Not sure why they charge for extra pearls without even giving the basic quantity! Picture attached of when I ordered for Pearl tea which should have black pearls plus paid extra for mango pearls!

Once I had cold and asked them not to add ice and they ran out of tea so they just added ice to make the glass full!!!

I mean the mismanagement at the store is at another level. How can you run out of things when a store is empty and don’t bother...