Chatime — Restaurant in Richmond

Differences in Service and Product Quality Between Cha Time Blundell Road and Richmond Centre Locations

There is a noticeable difference between the Cha Time experience at Blundell Road and the one at Richmond Centre. At the Blundell Road location, we ordered a large Matcha Strawberry Latte with no ice and 100% sugar. We are frequent customers and always order this specific drink with these instructions. We've consistently observed the strawberry component visibly settled at the bottom of the cup. However, tonight's experience was significantly different and unpleasant. The cashier who served us was exceptionally rude. I politely inquired why the drink lacked the visible strawberry layer, as my youngest daughter enjoys seeing the distinct color separation. The cashier repeatedly insisted she had done nothing wrong. I clarified that I wasn't accusing her of wrongdoing, but simply pointing out the discrepancy. I had witnessed them adding the strawberry to three of the cups, but the fourth appeared to be made with insufficient ingredients. I observed them discussing adding more water to compensate. In short, I expressed my dissatisfaction. The cashier refused to remake the drink or offer a replacement, instead arguing that she had done nothing wrong and saw no reason to do so. I explained that we were unhappy with the product, as it did not match our previous experiences or the advertised presentation. Cha Time is not inexpensive, and we expected to enjoy our purchase. After returning our money, the cashier told us not to return to the store, without offering any apology for the poor customer service. I requested to speak with a manager to escalate the issue. Unfortunately, the cashier identified herself as the manager named Joy and colleague named Caroline. We left, unwilling to waste further time with an unhelpful and rude individual in a supposed management position. We then went to the Cha Time at Richmond Centre. (Please refer to the attached picture and receipt for comparison.) The drinks were exactly the same order. You can decide if my complaint was justified, or if the cashier/manager at Blundell Road was justified in telling us not to return. In contrast, I want to commend the Cha Time at Richmond Centre. They prepared our order correctly, were exceptionally friendly and helpful, and proactively explained the process for placing...

Been avidly going to this Chatime location ever since I moved to British Columbia. Used to be my go-to spot with friends throughout elementary and high school, and now even though I moved I always preferred this location (until now).

Today my regular drink tasted different (for reference the last time I had it was 2 days ago, and I’m a platinum member), so I asked the tearista if they had changed the recipe. She told me they hadn’t and I found it strange bc something tasted different. I wondered if maybe they had made a regular milk tea instead of a roasted one and asked if they could remake the drink. I’m not trying to be picky or difficult but I was looking forward to drinking my favourite drink all day and was genuinely disappointed and just wanted my usual comfort chatime. The manager then cut open my drink and told me I was wrong.

I understand that he probably knows better than me since he works there but I’m just a little disappointed in their response. Having worked at other drink places, if a customer isn’t satisfied with their drink we usually offer to remake it, not cut open their order and negate them.

I’m not just trying to get free drinks off of them or be a “Karen” bc I have practically advertised and brought all my friends to Chatime anytime possible. Friends have made me a Chatime necklace, poster, totebag, and more Chatime themed merch bc it’s absolute favourite.

Overall I’m surprised with their lack of customer service. I really want to vouch for the brand but I guess customer service isn’t their strong suit. One of the tearistas was nice about it (I always recognize her bc she’s really friendly) but the manager wasn’t nice at all. I would have appreciated if the manager simply said he was sorry to hear I didn’t like the drink or some sentiment that showed he cared about the customer’s opinion. Like maybe do it with a smile or something? I just felt very unwelcome and like my opinion didn’t matter.

Honestly, I love Chatime still, their milk tea is the best. I guess I just will be going to Richmond Centre one...

In my experience, this store sells good bubble tea with reasonable ice levels.

There is a washroom available for paying customers, although I have seen people simply walk in, use the washroom, and walk out, despite the sign hanging on the washroom door.

There is also seating available for paying customers, with some tables at the side and more at the back.

The atmosphere is decent, with music (the genre changes now and then) playing in the background and pretty good lighting.

My go-to drinks at this Chatime are roasted milk tea, golden age milk tea, and iron goddess milk tea, with the additional topping of pearls.

However, I have also tried their honey green tea, Thai milk tea, milk tea, matcha milk tea, brown rice green milk tea, golden lily milk tea, jasmine jade green milk tea, brown sugar pearl milk tea, and Genmaicha milk tea.

I have varied my ice levels and sugar levels, and based on my subjective experience (this may differ for other visitors) their drinks are really tasty.

Often I go around busy after school hours (either walking there or by car), and the line can stretch out the door. This could speak to its popularity or simply its accessibility, though I won't make any assumptions.

The quality of service varies with the staff, but (at least recently) they have consistently reminded me to check the screen for my order, which I do appreciate.

Overall, this is one of my favorite places to get bubble tea, but I do know that not everyone has had the best experience here (according to the other reviews) and would advise anyone reading my review to consider their reviews as well for a fuller picture...