Chatime Castle Towers Piazza — Restaurant in Sydney

If I could give this place zero stars, I would and frankly, even that would be too generous. This was, without exaggeration, one of the most abysmal customer service experiences I’ve ever encountered, and I cannot stress this enough: do not waste your time, money, or sanity here.

To start, I ordered a sparkling drink please remember that. Not only did they not have the toppings I specifically selected, but instead of consulting me like any competent business would, they decided to double up on the wrong pearls without even asking. Who does that? That’s not a substitution. That’s pure negligence.

Then came the absurd wait. It took them over 20 minutes to make this drink — and they spilled it. At that point, before I’d even received anything, I requested a refund. Sounds reasonable, right? Apparently not. They flat-out refused, claiming the drink had “already been made,” even though it was neither in my hands nor remotely acceptable.

And when I finally got it? It was a complete joke. It was supposed to be sparkling — instead, it was clear, flat, completely watered down, and somehow still full of pearls I didn’t ask for. No fizz. No flavor.

To make matters worse, they sealed the drink so incompetently that the liquid was literally bubbling out the top. I couldn’t even pierce it with a straw without risking it bursting all over me and the floor. That alone should tell you how careless and rushed their work is.

And let’s talk about the staff: not only were they dismissive and unhelpful, they actually started getting aggressive and visibly irritated when I calmly brought up the issue — not just with me, but also with my friends. Their tone was hostile, their attitude was arrogant, and their idea of customer service is downright repulsive.

This place thives off its location and name recognition, but don’t let that fool you. If you value quality, accountability, or even basic human decency, avoid this branch like the plague. Go to the Level 1 Chatime instead — they’re worlds better, and they at least know how to treat paying customers with respect.

This place is a disgrace, and no one should have to put up with what we...

Doubtful I got what I wanted because the sugar isn't registered on the sticker. I wasn't asked how much sugar I wanted? I doubt I can order a refreshing drink from Chatime Castletowers again because of the issues with the sugar. Suppose I'll just need to go and buy my own peach tea and make it myself. Then I'll know how much sugar is in it! I am so concerned I asked at another Chatime franchise location and they said the label indicates full strength which is two tablespoons of sugar. You can ask for half strength which is one tablespoon. Not sure about no sugar. I suppose no sugar isn't available. Comparing this with other beverages out there how would it rate? The criteria most people care to look for are convenience and flavour and everyone must admit they do deliver on these. However for the other criteria of health star rating I imagine it might be a "three" out of five because...

we ordered our drinks then came back not even 5 minutes later from the cha time on level 1. stood at the pick up station while two girls were just standing there not doing much and totally ignored me. isnt it common sense and courtesy to ask if i was waiting on a certain order especially if drinks were ready to be picked up? especially since i scanned my loyalty card so my name could have been easily called out - they werent even busy and we were the only ones who ordered. i saw my drinks just sit there as she continued talking to her friend despite making eye contact with me even after her friend left. no manners or proper customer service (neither greetings or thank yous were made, only on my end). not only that, my brown sugar milk tea was disgusting and watered down as well; it was a small size so i find it pretty ridiculous how diluted...