Matcha-Ya — Restaurant in Sydney

Just came back from this shop 2 hour ago. Very bad customer service, have turned down my Sunday evening. Me and family dine in and ordered 5 different kinds of desserts and we were happy with that.

Then, I ordered another 2 hot mochi with matcha soup in it and 1 lotus chip for take away.

Then, a female staff came with my order, 2 cups of mochi soup and lotus chip. I asked her, “do you have a lid for the cup?” She said “No”, then I asked her again “How do I bring it home without lid, how could I carry them in the car?” She replied me in a very unfriendly tone: “I don’t know”( kind of raising her shoulders up) and sounded like she asked me to find my own way how to carry those 2 cups full of soup. It is very bad customer service etiquette!

Then, she said “we can change to a container with lids but it will be charged, you have to pay.”

And then I realized those 2 cups of soup wasn’t the matcha that I ordered and I told her about this wrong order.

Ok, before I go to more details I will name them Lady No 1 (who took my order) and Lady No 2(who gave me my order).

I am very very upset, she and I went back inside the shop. She checked the computer with another staff for what I ordered and yes it was matcha in the computer. And she mentioned again will charge for the container with lid. she called lady no 1 from the kitchen and told her about my order, lady no 1 said she will change the matcha flavor back for me.

And I asked lady no 1 “why do I need to pay for the container, it is a take away food where the shop needs to provide the proper container for a customer to bring home. You gave it to me with no lid and the soup was full to the top, how can I carry it?”

And I said ”If you don’t have a proper container for a customer to take away food then you should not offer a take away service.”

I can pay for the containers if the staff tell me first at the time I order. It is not about the money, I just can’t take that lady’s attitude.

Lastly...I will never come back to this place anymore. I hope the owner could train the staff with better customer...

G'day, frequent customer here eversince they opened this shop back in 2018, came here at least once every 2 weeks. Their Matcha product was the best in Sydney. Came here soo many times in 2019 with japanese mates. Then COVID happened in 2020 and i did not have the chance to visit their shop until like October. Came back, same authentic great taste, portion and size was a little bit smaller, but I understood and sympathized that the time was tough for catering business, especially restaurants and cafes. Fast forward to March 2021, I came back again for a visit, abit surprised they had added the bar function with a wide range of whiskey and Umeshu, great. Seeing customers filling up the tables and seats, I was happy that they managed to have such a large volume of customers still. I then went with the go-to order, takeaway Large Strong Hojicha Latte with Hojicha soft serve, but i was quite shocked at how small the size had become. Litterally the Large size cup had turned into a Middle size cup(okay this happened in 2020 too), but with the ice filling at least half the cup, the houjicha part was struggling to even reach half the cup with the aid of the ice cubes(before in 202p the liquid amount with the aid of icecubes even reached the lid), soft serve tasted the same, but size was reduces by at least 1/3. I paid 12.9 bucks for this takeaway, 12.9 bucks for half a medium amount of hojicha latte. Disappointed really, first u reduced 1/3 of the size from 2019, then this. I felt like I was robbed for craving Japanese houjicha. I guess from now on I will go to Oh matcha for the drinks, they do not have the same nice bitter taste of the strong hojicha option, but at least their size was abit more generous, abit cheaper, at plus minus 10 bucks for a filled to the brim matcha latte with soft serve, topped with a dango skewer, and for some odd reasons, they still retained the loyal customer point system. See you Matcha-ya, don't think I'll be back to try the...

I buy and make my own matcha at home so I know what good matcha tastes like

The matcha is good, I definitely agree But service has much to be improved on.

When ordering the matcha latte I got a soy large hot latte Was not told and no where in the menu was there mention of sugar. I got the drink and was shocked it was sweet so I asked the manager about it She said their drinks all Come with sugar and you need to specially request for it without

I recommended that it might be good for the menu to include that sugar was a part of drink and said that it would be easier for diabetics who dine here to identify it She shocked me by her indifference of customers who might be diabetics and said they should be checking their food by asking if there was sugar and they should request it when they order before it is made. It is such a simple thing to do to have a few words of caution on the menu but no it is far easier for her to medically shame diabetics!!

Although she did make another cup for me, note how the 2nd cup was not the full sized cup. I barely took a sip of the previous cup when I returned it. Also, the staff must honestly think medical conditions and intolerances are a big joke. Some people who order soy are actually lactose intolerant!!! The replacement cup was regular milk when I had ordered a soy alternative.

Sorely disappointed for travelling here. Honestly if the store next door wasn’t closed I wouldn’t be here.

Also the shop was so full on my visit. Full of students on their computers and noisy tourists, which isn’t their fault but rather reflects they are popular which is not an issue unless you are looking for a quieter peaceful spot when...