CoCo Fresh Tea & Juice — Restaurant in Richmond

God awful service. 2/3 of the workers are new and have no idea what they are doing.

Since the owner is adamant in "reporting this as fraud", let me spell this clearly.

Response to number of staff: whether a customer notices it is 3 or 4 staff on duty is irrelevant to whether the service quality is good. failing to see one staff who is working on the inner part of the counter has nothing to do with the professionalism of your staff as a whole. The fact that the owner feels the need to justify this is comical. Response to what happened: we frequently drink at Coco when visiting the bank close by, and thought it would be a good idea to sign up for a Coco membership card. I had asked my wife to do this while I attended to banking matters. The new staff had no idea how to get new membership cards and had to ask a more senior staff for help, who directed to the Ipad for sign up. When my wife was inputting the information, the prompt asked to take a photo, along with an option to "skip". She opted to skip and finished the information input, and a registration email was received. The staff was busy attending others, so my wife went to find me at the bank and came back later to get the drinks and obtain the card. When we had returned, we asked about the card, and the attendant just said it wasn't input correctly, so she can't give us the card. Didn't give the Ipad again and just went back to do other things. Conversation abruptly ended. She is busy, we get it, but could at least give an acknowledgement and give us the Ipad to do the sign up again. plainly ignored my wife for about 10 minutes until a male attendant noticed and asked the more senior staff to help. The Ipad program itself was buggy; despite having received a confirmation email, the staff said the sign up wasn't properly done. Some staff are new and didn't know how to do certain things or where the membership card is stored is understandable, but it certainly is something proper training would have remedied. Also hard to understand that the customer is expected to wait around while staff figures out standard procedure yet on the converse, the staff seems to have no patience with customers and can just leave them standing there for 10 minutes.

TL:DR, staff wasn't trained adequately or store is understaffed, as a result the service is poor and unattentive.

Lastly, if the owner's Knee-jerk reaction is immediately assume every bad review is a "fraud post" it really says something about the management. P.S. Owner should learn basic English and grammar...

I had same experience as Toby Doan, who wrote a review about this location 4 months ago. I went into this Coco location as I am a long time Coco customer in Washington State. I like to visit Coco wherever I can find one because they pretty much taste the same every Coco location I visit. I walked in to order my usual drink, which is caramel milk tea as well as taro milk tea for my kids. They were having their November “deal” which is free egg pudding with the caramel milk tea. The picture they had for this had the egg pudding next to the milk tea. So I asked the lady cashier if the egg pudding is in the tea or if it’s separate. She said it’s separate, so I agreed to get it. I also told her i don’t want the egg pudding inside the tea and she said it’s not, and it is separate. When I got the 2 drinks, I didn’t see any egg pudding, so I asked where it was. She told me it’s in my tea. So I explained that I didn’t want the pudding in my tea and I made sure that it was separate, not mixed in the tea. She tried to re-word what she meant, and this Asian guy, who was working next to her jumped in and started talking to me very rudely and unprofessionally. He said it’s not mixed into the tea, but it is in the tea. And I explained to him that I already asked the lady specific questions on where the egg pudding is going to be, and he kept on raising his voice, telling me that I learned something new today. I told him I cannot drink this, then he yelled at me to give it back and when I did, he threw it into the garbage can and handed me 5 dollars. Then he made me feel stupid again by “you learned something new today. Good for you!” I told him that yes, I leaned that some people just don’t know how to communicate and be professional and we left. I don’t understand how he can be so rude and mean to his customers and expect people to get tea there. I will never ever go back to that Coco...

I love Coco for its famous 3 guys and their milk tea has always been one of my favourite.

This coco was my go to because of the parking and location.

In the hub of Richmond, I tend to call in and order in mandarin because often times the English of the bbt drinks can be quite confusing.

On Sunday when I called the coco at noon for two brown sugar pearls latte, I first started in mandarin.

The person picked up the call said “sorry I don’t speak mandarin”

I immediately apologized and ordered my drinks in English.

Similar to some of the reviews, I was treated with a lot of attitude and “are you sure you want it at the continental location”

At one moment of my call, I wanted to cancel and said I will just grab a bbt at your plaza or just another coco.

However, I just didn’t want to go through that. In the end I went to pick up my drinks. When I was waiting for my drinks, I saw a person picking up the phone just finished a call and was speaking mandarin to one of her co workers.

I can’t confirm if it was the same person but the perception I got was that everyone that was working there was able to speak mandarin.

In my point of view, I can certainly understand that I shouldn’t have assumed and started to speak mandarin.

However, I didn’t understand why the person had to say “sorry I don’t speak mandarin” when all the staff clearly could.

I just want to share my experience in hopes that the owners can take the feedback and make positive changes to improve the customers service which seems to be a...