Gotcha Bubble Tea — Restaurant in Ontario

I've been here once and had great customer service experience but the product quality was not so great. Compare to next door presotea I can only rate here as 2. Not recommand for their tea but the service are super friendly.

My response to the owner: I rated your store today because I had a discussion regarding the quality of Kingston's bubble teas with my friend and it reminded me to leave my review from my previous experience at your place. I've only been to 2 places in Kingston which were yours and presotea. My review was my honest opinion based on the tea I ordered from the 2 places. Unfortunately, other than thinking about how to upgrade your product you assumed my review was a targeted marketing strategy. As a customer that once trusted your store, this is deeply disappointing. I moved to Kingston during the pandemic and to assume my previous lived city had a presotea and correlate it to my review was deeply concerning. To think that your first response was going to see my review history other than thinking about your product had lost all my faith in your place. The 2 tea I ordered from your guys wasn't bad but compare to all the bubble tea I've had (and the only store I tried in Kingston - Presotea) it felt bland. That is the main reason I rated your guys with what I think my experince worth. I do not want to think the worst in people, but I wonder if my last name wasn't comman Chinese last name or my picture does not show my race, will you still assume I am related to the owner of the other store? I hope you can keep your response up so everyone who wanted to try your store could see this action of yours. As a customer, I am in shock and deeply disappointed in your response to my honest opinion. You could do so much to make a better image for your store yet you did nothing but questioning my integrity, assume the worst in me based on my review history and trying to make my review a marketing strategy that comes from another store that in my opinion has a better product. I hope this situation will be taken into consideration in your plans in making a better product to keep up with the competition and future responses to other people's reviews will reflect a more professional and respectful demeanour.

Thank you for your time....

I wanted to change my review because I've sadly gotten more and more disappointed with Gotcha as time has gone on. I primarily order through Uber Eats, and usually enjoy my drink. But lately, it feels like the quality has changed somehow, and I can no longer select the amount of ice I can put in my drink, which is honestly terrible.

By the time I was done my drink, my extra large tea cup was quite literally 60% full of Ice, it was far too much and watered down the taste significantly, as well as made it so there was far less drink to begin with.

It's kinda sad, I don't really like any of the competitors in the area, and don't really have any plans to go to them. I guess I'll try back in a couple months to see if things have changed, but until then, my review is low and I can't recommend them in their current state.

Also saw in a different review that they don't let their staff take any of the digital tips, which is absolutely horrible if true, I really...

EDIT: The quality at Gotcha has diminished significantly. There is no longer an option to have no ice. On the UberEats app, I wasn't given an option for less ice either, and several drinks have been removed. As a result, it felt like I was drinking lightly flavored water. Water that is priced very high. I HATE ice personally and avoid it like the plague. No longer having an option to remove it sucks!

Extra mini sadness: In addition, my favorite drink keeps getting added and removed from the menu, "Marble Matcha." Today it was gone, but a drink with the same picture for marble matcha was there called "matcha latte." I thought maybe they renamed it? I ordered it, and it sadly came with no tapioca pearls :( the regular drink came with maple sugar tapioca.

Previous Review: 5/5 for everything. Honestly the best bubble tea in Kingston! Its so good, fresh, and quality ingredients! The employees are...