Chatime Macquarie Centre — Restaurant in Sydney

We ordered 6 drinks via UberEats to come to our office. The delivery was delayed twice and we were given no straws. All 6 drinks contained toppings and required the thick bubble tea straw to drink.

We realised within a minute of getting it from the delivery driver. The delivery driver did not respond to messages so we called the store. The store consistently hung up on us about 15 times.

We then called Macquarie Centre reception who passed us on to Chatime. Chatime staff proceeded to tell us that straws do not come with the drinks and that we needed to tick a box asking for cutlery when ordering. However, no such option exists when ordering aside from typing out 'please provide a straw' for every drink.

It would seem pretty obvious that a drink like this would require a straw to be provided. If you won't provide straws, you need to tell customers prior to ordering and change your packaging to make it possible to drink without a straw.

It took 2h to get to this point and no apology was given for this terrible customer experience.

In conclusion: $50 worth of undrinkable tea, delivered late and no accountability from the store.

EDIT: As per the owner response below, Chatime continues to refuse to acknowledge their own fault in this situation. After contacting Uber (who delivered the goods as per their job), we were told to simply rate them a thumbs down via the app. This has nothing to do with UberEats and everything to do with Chatime. Not...

I was at Macquarie Centre Chatime. My daughter ordered at 6:05pm. We ordered online on the app because there were many people around, we used the app for COVID reasons and safety. After 20 minutes we still didn’t get our order. Even though on the app it said 10 minutes. So my daughter went into the store at 6:20 and asked where was her order and they said it had just arrived and we had to wait 10-15 minutes. After 10 minutes I went inside to complain. It was already 6:30. They said that they had to do all in store orders first, because online orders. Then what is the point of online orders? Also. When I asked for a refund, they said they were unauthorised to give my daughter a refund. And that I had to contact head office which is through the app. I just sent a complaint to the Chatime app, and wrote this review. Horrible customer service and what a Horrible system this is. Why should I have to wait for everyone else’s in store order first before mine? Many people who ordered after us came and left during 6:05-6:35. The staff who were working there, their names are Fred, William and Laynie. I hope head office gets contacted. Because their reasoning for failing to make this order in 30 minutes and them saying that in store orders are done first is crazy. Head office, please get in contact with me so we can...

What a terrible experience that we had with 3 very rude young ladies. We ordered before closing on the online order machine. Shortly after we paid the one girl informed us that they could not do the frozen drinks we ordered as they were about to close. We asked very nicely but were refused. Nevertheless we accepted the option given to us. We were then told they could not make the Oreo drink and offered something completely different. We then said we would ask for a refund on that one. The girls were so rude - gave the cash and when our drinks arrived did not even call our names. I finally asked if the drinks were ours and the girl at the teller said under her breathe “yes” and turned away. This was really unnecessary as if it was closing the machines should have been switched off however there were another 3 people who ordered after us. We hope you address this as it left a terrible impression of your place. We understand that it only takes a few minutes to prepare a friezes drink and the fact that your staff were not even prepared to accomodate us was a pity. We would love to support you again as it was our second round of drinks we ordered for the night and we really enjoy...