CoCo Fresh Tea & Juice — Restaurant in Richmond Hill

Very rude and incompetent customer service. As someone with experience owning and managing a bubble tea store, I have some constructive feedback to give.

After waiting for around 10 minutes, I got my order and one of the two drinks was wrong -- not what I had ordered. I was understanding, because the girl who took my order was not very fluent in English and had a heavy accent, so she probably misheard. When I pointed out the mistake, the staff were completely unapologetic and seemed reluctant to resolve this for me. When I asked to replacement my drink for the one I ordered (in English), the employees spoke amongst themselves in Chinese (which I understand fluently) and said to just charge me extra for the difference, which was 56 cents, never actually responding to me in English. The store was very busy, with many customers waiting in line to order -- it is not necessary to further inconvenience and delay your customers over 56 cents, especially when it is the store's mistake. Bubble tea margins are already extremely high, the store is not losing money over replacing one mismade drink. This has never happened to me before at any other drink place -- they usually just apologize for their mistake and give you both the wrong drink and the correct drink for free. After I got my replacement drink, I realized after I brought it to my car that it was again the wrong drink -- probably my fault because I wasn't clear when I asked them to replace it. I initially ordered a green tea yakult, they gave me a grapefruit green tea, and I told them I ordered a yakult drink, so they gave me a grapefruit yakult as my replacement drink instead of a green tea yakult. I went back to politely ask if I could get my drink replaced again so I could get what I originally ordered -- this time I was clear by saying a green tea yakult. They ignored me, and Instead of responding to me in English, the employees just spoke in Chinese amongst themselves about how they should just make the drink to make me happy so I can leave. Again, the staff just did not respond to me whatsoever and were completely unapologetic about the inconvenience. Each time, I returned the incorrect drink, so it's not like I was trying to scam them for free drinks, I just wanted the drink I originally ordered. Eventually I got my correct drink and left.

In the 15 minutes I spent there, I saw 3 people come back because the staff at Coco had messed up their order, so clearly this is a recurring problem that needs to be resolved. Again, the staff's English is not very good so I understand that they may make mistakes, but the staff need to be far friendlier with how they resolve these issues. Even if I misspoke my order, the rudeness from the staff was very...

Now that there's more and more coco locations opening up, it's more convenient to find one nearby. This location opened recently and it's close by to home which is great so I don't have to travel far when I have my cravings. So far, Coco has been my preferred place to grab bubble tea because they never disappoint. I cannot say they are the best I've had, but for the price I am paying and quality, nothing more I can expect!

On a Thursday afternoon, I visited this location. Easy to find parking as it is located inside a plaza but not so easy to spot especially where there's construction happening on the roads. The place was fairly quiet with 4-5 guests inside, very spacious inside with multiple of tables spread around the space. There were 4 staff behind the counter, standing around chit-chatting as there's no orders. So, I order a red bean matcha milk tea with less sugar and ice. When I got it, the taste was as per usual. HOWEVER, there was barely any red bean in there ( SEE ATTACHED PIC)! I ordered a large drink and the amount of red bean was less than 10% of the drink! SUPER DISAPPOINTED!! Red bean was nearly gone when I had 1/4 of the drink and half was thru, there wasn't red bean anymore. The proportions were just not right!

For sure not coming back to...

Second time visiting this store to grab their TOTM (tea of the month) which is a large pearl milk tea smoothie for $3.99! A really good deal + I can still earn points for this order. It always so happens that I go in when it's empty but once I'm inside, another 2-3 parties follow in after. Thankfully, they've closed off their seating area meaning there's no one sitting in (I.e. occupancy is lower) but it would be great if they opened up the area a bit for people to stand and wait more spread apart. It's usually not too big of an issue though - because of the store design, the line usually leads out the door so more people are prevented from entering and others will wait outside.

So on to the drink: I like how flavorful Coco's drinks are when it comes to their milk tea (even as a smoothie, there isn't too much ice that washes out the strength of the milk tea) + how chewy the boba is! My only criticism the last time I had this drink was that it's too sweet so I was happy to hear when the lady left me get it with 50% sugar this time around.

Service was very efficient and friendly.

Small note, but they got new cups! Cute minimal design but you can no longer see the contents of your drink.

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