Chatime Bubble Tea — Restaurant in Richmond Hill

This is the second time I order from this location. Overall this location lacks of leadership support. The staff inside almost like free style. I place my order via there apps and I’ve already order 10mins in advance. As soon as I arrived I check in at the counter so that they aware I am here to pick up my online order @16:50. The gentlemen inform me that my order is not ready for pick up so I can kindly wait on the side and they will call my order up once rdy for pick up. As instructed I waited to the side watching how they flow in the bar area. Indeed they have many orders as what I expected on a Sunday early evening. But they are seriously lack of leadership. Everyone is doing there own things. At one point 1 girl behind the counter had to yell out “Due to Covid restriction, only 10 people” can be inside” than she walk back to the counter and start putting labels on drinks again. As I can see there’s drinks ready to be hand out but no one is calling out the numbers. Also there’s some online orders that’s rdy to be pick up and yet NO ONE is calling out the numbers. As a international company size this big. A simple “now serving” “order number” Screen / board would be a clear solution to keep the flow going. The cashier keeps on taking orders but the bar is already full packed with drinks behind orders. Is doesn’t make sense to keep on taking them in. What worst is that there’s drinks ready to be handed out and yet they are just SITTING there ! That’s including my order as well!!! My order was just sitting there no one call out anything until more people became frustrated and question the staff about the drinks.

What made it worst is that my drink was not even made it right ! I order a Grass jelly roasted milk tea with peal. But the grass jelly is missing !!!!!! Luckily I was just outside in the parking lot so I walk back and tell the stuff there is something missing from my drinks. The gentleman was very nice and apologize for the mistake told the bar to make me another one right away. I’ve heard store similar to my from relative about this location. From what I seen for my pass experience this location is great however leadership is required to lead the bar and work as a team! Last time i was in similar situation and waiting for my online orders with other customer. As soon as a lady walks in ( seems like the boss) she went behind counter and tell the staff that you can’t have that many people waiting here start handing out drinks. The line slowly clear outs. So better management is needed for this location and better yet a screen with “Now serving” should be use to expedite the delivery and keep the flow going.

Edit ** I am very excited and glad to see the change they made to improve customer experience! Not only “now serving” sign has been display but the flow as also increas dramatically!! Although my drink was made wrong 😑 again! Just a simple careless mistake but because of the new flow my drink was corrected immediately. That’s how should a bbt place run. Great job 👏🏻 keep up...

I’ve always had an average experience at this location. Nothing out of the ordinary but today I was pretty disappointed with the customer service. It was around 3:30pm on a Monday when I ordered two large drinks and a cheesecake. Not busy at all. Waited for my items and then asked for a bag because I didn’t want to drop the items bringing it to the car. The cashier told me they charge 15 cents so I said “ok I don’t have change so you can run my credit card for it.” He refused and offered half a tray instead (holds two drinks). I told them I would like a bag and another employee offered the larger tray (holds 4 drinks). Me being environmentally conscious and pressed for time, I agreed to the half tray. There were two trays that were stacked on top of each other. Again being environmentally friendly I quickly separated the trays, placed my drinks in one tray and left with the cake in the other hand. Just as I walked out the front door, one of my drinks fell to the ground cracked and there went my drink. Knowing that I ordered three items, and only have two hands, the cashier should have offered a bag for 15 cents. I would have added it to my order. Or if they accept credit cards they should have accepted my card for the 15 cent charge for the bag. Either option would have prevented me from paying for 2 drinks and only getting to enjoy one. Super disappointed with the lack of common sense and customer service. I don’t think I would revisit this location again (or not at least for a long time until they probably get some new workers) as there are others in Richmond Hill close by as well.

Update: one week later and I have not received an...

This 1 star review reflects the conduct of a woman that served me today.

I am a frequent customer at this location and typically have a pleasant experience. I often place larger orders and make use of the points system, which has made this a favorite stop of mine.

However, during my most recent visit on Friday April 25th, around 2:30 PM, I encountered an employee whose behavior was notably unprofessional. While placing my order, I was interrupted and talked over, which made the interaction feel rushed and dismissive. After receiving my drink, I realized I had been given the wrong one. I returned and politely requested a Chai tea, not realizing at the time that I had meant Thai tea.

When I clarified that I was referring to the orange-colored tea, the employee proceeded to make the correct drink but responded in a condescending tone: "You mean Thai tea, not Chai tea. Next time, ask for the orange one and they'll know what you mean." Although I attempted to lighten the mood by explaining it was for my pregnant daughter—who really enjoys it—the employee proceeded to shame my pregnant daughter's choice to drink a caffeined beverage. She claimed the thai tea had a significant amount of caffeine and asked if I cared whether my daughter drank it.

While I understand the importance of informing customers about caffeine content, the tone and delivery felt unnecessarily dismissive and lacked basic courtesy.

To be clear, I hope this feedback can be used constructively to ensure future customer interactions are handled with more...