Chatime Bubble Tea — Restaurant in Newmarket

Very convenient location across from Upper Canada Mall. The best experience I have ever had at a Chatime. Let's be honest here, during COVID, the lineups have increased astronomically anywhere we go... from supermarkets, to restaurants to retail stores, we have to line up EVERYWHERE (due to physical distancing). Any bubble tea shop I have walked into, I end up having to wait at least 20 minutes (or more) for my drink. This has yet to happen here! I have visited this location several times now and the staff has ALWAYS been super friendly and helpful. They seem ready to not only serve the customers standing in front of them but also prepare the steady stream of online orders coming through their machines. The slush, teas and drinks are made to your specific taste and the ingredients are always fresh and tasty. The store is very clean, cozy and has a number of seats for you to meet up with your friends and enjoy a bubble tea and dessert (obviously not during COVID). I highly recommend this location if you are looking to spoil yourself with a delicious beverage or a tasty treat...

My daughter and I noticed Chatime opened in Newmarket so we decided to give it a shot. Drinks are standard, tapioca is good. My issue was that we went in there and ordered 2 drinks. We were the only ones in the store by the time I ordered our drinks and it took them 15 minutes to prepare our drinks. We were in the establishment for 20 minutes total. Out of the 6 employees there, not one person started making our drinks for at least 5 minutes. Each person was busy doing something but they all forgot to take care of the most important thing when it comes to a business..the client!! Staff was friendly, don't get me wrong but they still have quite a few kinks to work out before they'll be running at 100%. I guess there was also a miscommunication with my order because they charged me for tapioca in both drinks when I only wanted it in one..they didn't know how to process the refund so I ended up losing $0.50 as well because I didnt want to spend another 10 minutes in there. Again drinks are good, staff is nice but they need to work on priorities...

I have been a loyal chattime customer for many years, I regularly buy my drinks in Toronto but since last year I started using drinks at Chattime store near my house in Newmarket and I have had three disappointments when they always missed the topping that I have ordered. The first time they forgot to add Pudding topping in the Honeydew Milk Tea that I ordered, the second time they forgot to add the Pearl topping in the Thai Milk Tea that I bought last week, I think it was just a mistake by them when it was too busy. But this third time they repeat the same situation when they missed my ordered Pearl topping again when I bought it this Tuesday while thier store was not busy that day. I just wonder how a big brand like Chattime can serve such unprofessional service while continuing to repeat its mistakes with missing customer's ordered. This makes me very frustrated and disappointed when I can't enjoy my favorite drink that I want and causes a feeling of loss of trust in every drink ordered...