Gong cha St Albans — Restaurant in Melbourne

Waited in line several while a guy ordered off the self serve and then answered his phone. I ordered, then waited (I realised it was at least that long because I got to the station with 14mins to spare between bus and train). I waited 3-5mins more, there was one staff member on who stopped in the middle of making the order before mine, to attended a Ubereat order and phone call them???

Why??

I asked about my order 3-4mins before my train was due to arrive, and when I was told that the it’s “busy” - I asked for a refund, because if I missed my train and would’ve been late for work, as the next one was 23mins after the one I needed. I got my refund in cash, even though I paid in card and paid the surcharge… but got no apology, there was no effort to keep a customer and I was treated as I was the inconvenience. It was just bad service.

Maybe there should be more than one self service, or maybe the staff should be more attentive to their customers in store and process orders if they’re waiting in line for a long time. Just a suggestion but going by other reviews, they probably don’t care.

Priority should be those who placed their orders in store, as some of us are transferring between bus/walking and the train. I’ve never had a bad experience here but this experience just disappointed me.

I won’t be going here anymore, I’ll wait until I’m at more reliable...

Their drinks are really nice which I gave them 2 stars for but it gets trumped by their super slow and not too friendly service. I've gone there quite a few times cause it's the one closest to my house but it takes so long for them to make my order and the staff don't know the meaning of customer service. When I order my drinks, I don't feel welcomed at all and I get this look at when I order more than 2-3 toppings (I don't know how to explain it, it's like a scoff or ridiculed look) which makes me uncomfortable. Let me order whatever I want! When they have more people working there, it's still very slow and when a drink is made, they'll leave it on the table, I think because they want to read the orders in numbered order and you have to wait even if your drink is ready. Got my order wrong at least once or twice and honestly, if I didn't like their drinks and if it wasn't convenient I wouldn't choose to go there again. Very disappointing, please do something about it like maybe having a staff course on pleasant...

It was my first day of ordering a drink from Gong Cha. I’ve asked for a large mango smoothie. After waiting for 10 minutes, I’ve just realised I bought TWO mango smoothies. It made sense why my order sounded and cost double, but I’ve never even asked for two drinks. I told the staff and he said “I’ve asked you before if I wanted two and you said yes” and I’m like ‘bro if I wanted two drinks, I would’ve told u in the first place’. I didn’t even understand what he was saying at first but I find it unusual and unheard for how he would ask such a question. He even told me “ I should look at what I’ve ordered from the ticket he gave me” and I’m like ‘Beach! What I simply and politely asked for was ONE smoothie. I don’t give a ST if u have hearing problems, but if u do just don’t be the cashier in the first place!’. I swear all they care about is money and that’s why they would ask that kind of friggin...