heytea (Richmond Capstan Way) — Restaurant in Richmond

I visit Heytea 3-4 times a week and generally, my experience has been okay despite the store being very busy. I’ve tried about 80% of the menu and really enjoy the drinks.

However, today’s experience was disappointing due to one particular staff member (a guy with green hair). When I ordered my drink with no ice, he repeatedly asked, “Are you sure? If you don’t like it, don’t complain.” He said this at least five times, mentioning that they had received complaints earlier—but that had nothing to do with me. I also overheard him saying the same thing to other customers. It’s clear the manager hasn’t properly trained staff on customer service.

To make things worse, after taking my order, he kept commenting to his colleague—at least five more times—about how I ordered a drink with no ice, saying things like, “How can you order it like that? It’s so liquidy; it should be a slush.” He continued until the next customer arrived. This kind of judgmental behaviour is completely unprofessional. I understand if he wanted to inform me about the texture, but repeatedly making unnecessary remarks in front of customers is inappropriate.

I’ve ordered the same drink multiple times at this location without any issues before. The customer service wasn’t like this when the store first opened, but unfortunately, it has been getting worse. It’s disappointing that an employee would act this way. Better training is definitely needed for certain staff members to ensure a respectful and professional experience for...

I came to purchase the buy 1 get 1 free deal yesterday. I understand with a promotion going on, it’ll be extra busy and the extended wait times. What I have an issue with is the service provided by the staff. I had entered the store and placed my order at 5:02PM, and I had waited until 5:28PM still with no drink. Everyone stopped working and just….. started leaving one by one. Finally, we asked what was happening and finally a staff member just casually mentioned they had run out of the sago. No apologies, no emotion. Just ran out and offered no solution. We had to ask AGAIN how long it would be and we had to wait an extra hour and a half. Also, please explain to me why is it acceptable that an order number that came later than me had received their drinks WAY before me and did not run into the problem of running out of sago as I did? What is the point of replying to all these google reviews saying you’ll improve your service when nothing has changed lmao. I’ve been to this location multiple times since opening and not a single thing has been better. Wait times when it’s slow is still 30 mins+, let alone a promotion day. Service from the staff sucks on a slow day and promotion day. Lastly, to the girl who processed my refund; I’m speaking English with the staff, why would you assume I can speak mandarin? Do better, Hey Tea Richmond. I love your drinks but your...

The supervisor Jolin was terrible. Bad customer service. I was asking a few questions about my drink and she was very impatient. That made me feel bad already. But I think maybe her mood so I stop thinking about it. But then the drink came, and it completely different from what I ordered. I asked her why the cup look different from what I usually order but she said that the one. And I have a sip, it’s different. I told her this is not right but she kept saying “You ordered it”.

I told her again like no I don’t want this, I want what I always get. Then another girl Minny came out and solved the problem much better. Instead of staring and blaming on me like Jolin, Minny solved it in a much better way. She simply rufund me the wrong one, and charged me for the correct one.

I came to Heytea very often, normally I have pretty decent service EXCEPT today. I used to come here 3 times a week, and also brought many friends here. I like HeyTea but if their customers service is like today then I will switch to different brand. I will leave 1 star for now and might change it if I get a better experience next time.

If you are cocky or impatient, you should work in the back or making drinks, not at the cashier. There is only 1 cashier at the time and that person should have good...