Chatime Bubble Tea — Restaurant in Burnaby

I like their drinks here but unfortunately their service killed it for me and I no longer will go to this chatime.

Incident #1: They had a lunar new year promo where if you buy ANY two drinks literally stated on their poster, you receive a lunar pocket. They refused to give me a pocket when I asked for one after buying a daily special drink (upsized to a large) and a large roasted milk tea - apparently because I ordered the promo drink (0.70 cents discount), it made me ineligible to get the lunar pocket. It clearly says on their promo poster if you buy ANY two drinks - so their staff is clearly just inventing their own rules and being cheap.

Incident #2: I ordered an in store pick up order through the chatime app and I was expecting a lunar pocket to be given, but it wasn't. My husband was the one who grabbed the order for me and I was expecting the pocket to be given in the bag with the drinks (like at other locations such as Surrey King George). During incident #1, I asked for a lunar pocket for this pick up order and they were giving me a fuss saying that it's in store orders only for them to give the lunar pocket - again I checked their terms and conditions on the poster, nothing says in store pick up prohibits the lunar pocket from being given. Eventually the staff member just gave in and gave me the pocket, but said "ok this time I give it to you".

These incidents happened a month ago but I have never experienced such snobby service at any other chatime. It's just a convenient location for being inside the mall. I contacted their customer service online regarding incident #1 and was mailed a lunar pocket which is an ok solution but had to go through all the fuss just for that. On top of that, their drinks have gone up in price like crazy... I spend almost $8 for one large drink which is pretty expensive. (Upsized to a large with coconut jelly...

I ordered a buy one get one pearl milk tea on Uber eats. (April 14)

I noticed the drink was kinda watery it didn’t taste like normal. So I asked about it.

The cashier guy said because I ordered fresh milk that’s why it’s watery. I thought that was very helpful to educate me so I don’t make the same mistake again when ordering.

On the app, when it asks for milk alternatives. Offering oat, etc. I chose the fresh milk option. Thinking I’d get the milk tea I always do

I saw this as educational but it seems the employee, a girl wearing the glasses, didn’t take it well. Mid way while a guest was ordering she stopped listening and was tuned into my conversation with the first cashier. She stopped listening they switched midway so she would speak to me instead. She explained the exact same thing as the guy but in an attitude. So I asked if it would be ok to remake the (one singular) drink and she said no because it’s buy one get one. I just said that’s ok and went my way.

A few pointers I worked in this industry before, barista/fast drink service if the guest doesn’t like the drink (I acknowledge I technically ordered it wrong) for customer service, i would remake it to ensure customer satisfaction on top of educating my guests the way the girl stopped helping someone midway ordering was super rude to the customer, and should probably require further training. I feel bad for the customer who was completely ignored midway while taking her order. : ( if one of my guests got a deal, I wouldn’t refuse to help them just because they saved a little money, they should like it. But if it’s policy then that’s different the app should be a little more clear when you give options for

Coconut milk +1.5$ oat milk +1.5$ fresh milk $0

It sort of looks to me like ordering fresh milk is the default if you know what I mean.

Anyway it’s not the end of the...

I got a green milk tea with pearls. 50% sweet and less ice. You're charging $6 for a drink that tastes like water with a little bit of tea flavour. That's ridiculous for the price I'm paying!! The pearls were mushy and didn't have much taste either.

Also your staff don't smile or greet anyone. They just look down at their phones while you stand there for a few minutes, waiting for them to finally look up at you with a blank looking waiting for you to order. Don't bother asking for a tip if your staff barely talk and don't know how to answer any questions about the drinks.

I wish a coco opened here instead. I've never had a problem with them. On top of that they know how much sugar they should be putting in a bubble tea. Its crazy how sweet it is if you get full sweetness.

Apparently the roasted milk tea is good and that's why they're popular. If you want any other drink I...