Gotcha Fresh Tea - Eastland — Restaurant in Melbourne

If I could negative stars, I would.

I would suggest avoiding this place at all costs, and give your money to people who appreciate the support and want customers.

I saw these guys were super quiet on a Friday night and popped in to order a Matcha Black Sugar (including pearls), as per their signage. $11.80 for a large plus cream cheese foam.

The service was atrocious. The woman who claimed to be an owner was on her phone whilst sitting at the counter, and seemed bothered to be disturbed by a customer wanting to place an order.

After receiving my order, I questioned where my black pearls were, she explained (hand gestures included) that black pearls and black sugar are different things and black pearls are extra ($.80) which I then I paid. I then checked the signage, which clearly stated “black pearls incl”

Again, I brought it up to the lady who quickly got on the phone to her husband to clarify. And after I advised it was on their signage and regardless of it was a mistake or not, it stated it’s included. It’s $.80 not a massive price. But for $11+ AND rude service, no thank you.

She told me “we’re the owners and you have to follow us!” Again waving her hands.

I advised her service could probably be improved and we’re no longer a friends (moment of silence please) …

I took a refund and huffed away. No matcha in hand. Absolutely gross service, and definitely explains the lack of customers on a Friday when every other place had ques.

Kudos to these guys, clearly the economy isn’t affecting them....

For some reason the ordering machine didn't give me a sugar level choice. I entered my name on the order but when the drink was made, the staff only called out a number (my name wasn't even on the label so not sure why the order machine asks for it in the first place). The shop looks somewhat messy and disorganised. The store didn't have a positive vibe. The owner was there I think (an older gentleman in his late 40's to early 50's). He looked tired and didn't seem very motivated at all. The staff did their own thing but there was no communication withh each other which made the place feel somewhat 'cold'. What's worse is that because the orders are done via the touch screen only, there is almost zero interaction between staff and customer except for when the customer collects their drinks from staff. I understand order machines can save money for the business, but I felt like I after I pay my order on the machine, there's no thank you or appreciation from the 'humans' in the business. I ordered Lychee lemon¾ fruit tea. It was so bland that I chucked it away once I've finished the toppings. Another bubble tea business (Tastea) was located in the same spot previously. The store was always organised, tidy and clean. Plus drinks were actually tasty and quality consist. Chatime Eastland is no better (quality is inconsistent and depends in who makes your drink...

Disappointing Experience at Gotcha. Staff member (no name tag, so unfortunately i can’t name her..) she was very unprofessional. She had her AirPods in at the time and was completely disengaged, not acknowledging us and ignoring when we tried calling out to her loudly (despite the store being small). After taking our order, she forgot it immediately (even though she had just typed it into the system). One of the drinks we requested, she said she “didn’t know how to make it” (without attempting to offer any solution or substitute). Personally, I would understand if this were a student new to their first job, but she was working alone without any assistance (which shows she is expected to be fully trained).

Overall, the experience felt careless, inattentive, and absolutely disappointing. Not what I expect from a Gotcha store...