Gong Cha Ultima — Restaurant in Edmonton

Honestly, this review is an average of the two times I came here. So depending on who was working that day, you're either getting a good drink or an unsatisfying drink.

My first experience was really good. I got the Milk Foam Oolong Tea with boba with less ice and 30% sugar. It was the perfect level of sweetness, ice level just how I like it, and the flavor was really good. Also the consistency of the boba was chewy and good. My boyfriend also got a drink, I think his drink was some kind of tea with milk foam added. But for some reason his milk foam was a little too much. I watched as one of the workers tried to seal it, and she tried like 3 times but it wouldn't seal properly. Eventually she put a plastic lid, told us what happened, and said that she'd reseal it for us if we drank a little and the drink level was good enough. I was so impressed by their professionalism and attention to detail. I really appreciated how they treated us as customers.

So that experience was a 5/5 for service and boba. It tasted like quality. And it was also my first time ordering from Gong Cha in North America. The two boba baristas here did an amazing job, especially considering that there was a bunch of people inside the small space.

However our second experience at the same location was the opposite. I got the Milk Foam Wintermelon Tea with boba, less ice, and less sugar and my boyfriend got the Taro Milk Slush with boba. The employee behind the counter was kind of cold and unwelcoming. And when we got our drinks, we could immediately taste how the quality just dropped and failed our expectations set from the first time we came. My boyfriend said that his drink tasted so powdery and out of all the Taro boba drinks he's had, this one was the worst or most average. My drink was alright, but I was definitely disappointed. It felt like it was lacking something, either the milk foam was off or the tea but they just didn't compliment each other as they did the first time. It's crazy how an employee's attitude can shine through in the drinks.

So my first time here with those two employees, 5/5 and I know I'll be taken care of well. But with that last employee who looked uninterested and treated us kind of cold, 2/5. If I ever walk into this establishment and see that same employee, I'm walking out because I know I'll get a better drink elsewhere. Overall, my average is 3.5/5 but the only reason I'm rounding up to 4 is because the first two employees who took care of us...

Gong Cha is my go-to however this is my second time visiting this particular downtown location. I have learned from my first visit that the owner of this business may be different than the one in the South as the service and quality differs significantly. A family member of 5 paid visit to this store on a Sunday early evening.

Upon arrival, we quickly learn that the ventilation is not at its upmost as we felt the warm air hit our faces. The only worker unpleasantly welcomed (?) us and looked very annoyed as she takes orders. Needless to say, some of us needed more time to decide what to order. The lack of the availability of the order was already very unwelcoming. Despite all the customization available at all of the other stores and presented on the menu, that seemed to be false information. We were only allowed to order LARGE, NO ICE and ORIGNAL Flavor of the bubble wrap despite the menu being there. We had a little child and I wished a smaller amount (regular) for the little guy however, that was not even an option.

The female staff was unpleasant and unhappy throughout the visit. No body told her to work there unless she wished. If she did not wish to be there please do not work and make all of your customer leave with unease. She made it such a big deal with faces to provide napkins which was not easily accessible as it is not unless you ask. She paid no attention to the quality of the drinks or the food as she cared less and served uncooked bubble wrap which made one of us suffer stomachache. Train your staff some customer service or please hire those that wish to work for your business. Customer do not deserve such negative attitudes.

Pictures attached to proof that I am a legit customer.

This is the worst location of all Gong Cha.

The owner had asked to reach and was given opportunity to further literate concerns. They had promised to make some updates and review their current protocol. With improvements, we trust our next visit...

It was just one person working and he employee did not know what he was doing. My taro egg waffle was mushy, deflated and tasted terrible. I got a milk foam brown sugar oolong but it had a piece of something hard which I think is black plastic(?) as I was sipping on it near the end. The tapioca isn't even sweet, it just tastes bland. I'm actually so sad because the employee didn't even look like he cared. Even as I post this review, I doubt they would even apologize or compensate me for my order :(

EDIT: Had a follow up email with the staff and they gave me a full refund. It was a different person working this time (but we recognized them from our past visits over the years) they were super kind and apologized about our experience. My boyfriend got the milk foam wintermelon oolong with white pearls & I got the brown sugar milk tea with coffee jelly. Absolutely no complaints about the drinks this time and I truly appreciate how they reached out to me.

I saw someone else post an average of their visits & I wanted to do the same. Therefore, in all honestly I would only revisit if I see my favourite boba barista working because I know our drinks will...