Paragon Tea Room — Restaurant in Richmond

I like their drinks and have been a long time customer for both locations but I just want to share an experience about making sure to pay attention to their holiday hours. I ordered their Santa shortbread collection on Dec 23 for pick up the next day on Dec 24. I remembered clearly at the time of ordering to check for their closing hours to be sure that I can pick it up on time and that they weren't closing early for X'mas (both the Google hours and their main website said at the time of ordering that their store closes at 7 pm/ regular hours so I proceeded with ordering). When I got to the Richmond store on Dec 24th at 4:15 pm, I then realized from the sign posted outside their door that they actually closed at 4 pm. I want to thank the staff that they still opened the doors after hours when I knocked, thank you to one of the ladies who called her manager to let her know about the situation and thankfully, in the end, I was able to still pick up the order but I want to raise a few concerns here:

1. I would not have ordered from Paragon if I knew ahead of time that they were closing early or I would have arranged someone to pick up for me. I have done my due diligence to check for their holiday hours on the day of placing the order. Their holiday hours should have been posted on their main website given that they have an online ordering system on this site and they have order pick up available on xmas Eve (even until today, Dec 24th, the holiday hours aren't posted). The hours on google were not updated until the day of. The receipt also does not indicate pick up deadline. I raised this concern to the staff at pickup that their hours aren't updated and her response was that this is posted on Instagram. There shouldn't be an assumption that all their customers follow their Instagram or that their go-to would be to check Instagram for their hours, especially when there is a store website and the Instagram account is not the first link that is attached the Google business page. I could not find a phone number to call either to give them a heads up or inquire what to do in this case.
2. It would be appreciative if the staff could have called the customers who did not pick up their orders (or even called 30 min before closing which some other stores would have done) or sent an email regarding this which will highlight more professionalism here. When asked about this, the staff answered that they have too many orders to call the customers (which is interesting because do they have many orders left behind by customers who do not pick up their order for the day they ordered for). In summary, I still want to thank the staff for taking their time for helping me but I hope the store understands the frustration for a customer who is trying to rush from work and hoping to gift the cookies for an X'mas dinner. This could be handled with better customer service and...

I’m not sure what I expected, but I was a bit disappointed with the overall experience. As a recent matcha lover exploring recommended matcha cafes around Vancouver, this spot seemed promising. It’s located near Aberdeen Mall but tucked away from the main road, making it a bit hard to find. Parking was also limited, with most spots reserved for other businesses in the plaza.

I liked that they sell tea and matcha supplies, though I’m not convinced the prices are the best. The decor is modern and inviting, with plenty of seating, but it was packed on the weekend, making it difficult to stay and enjoy the space comfortably.

The service was a bit mixed. The woman at the checkout was friendly to everyone ahead of me, but for some reason, her attitude shifted when it was my turn — not rude, but definitely less warm. I asked for their most popular drink, and she recommended the hot matcha with oat milk. I didn’t realize they only offer plant-based milk options (which isn’t my first choice), but I appreciated that they prepare matcha the traditional way — using properly heated water, a whisk, and a bowl.

The drink itself was good, and I really enjoyed the rich matcha flavor. However, the aftertaste of the plant-based milk left an unpleasant taste in my mouth, which makes me hesitant to return unless they start offering regular cow’s milk. It’s just a personal taste preference, but it definitely impacted my overall enjoyment.

The matcha quality was solid — earthy and not overly sweetened. They also have a stamp card, so regulars can earn...

I usually buy my matcha powder from Paragon Tea Room and have always been a fan of their ceremonial matcha and hojicha obsidian; both are consistently great. However, I was disappointed with my most recent purchase, the mango hojicha powder.

The taste was unexpectedly dry and chalky. I tried adjusting the ratios and got a few second opinions, but the flavor remained off. I also stored it in the fridge after opening to prevent oxidation, so I don’t think that contributed to the issue. Since I bought the 100g bag, I was hoping for a higher level of quality, maybe it was just a bad batch.

Their cafe drinks are still enjoyable, and I appreciate that they automatically offer oat milk as a default option. it’s a thoughtful touch.

Edit: I want to thank the Paragon team for how they handled my feedback. They took the time to test the same powder on their end, attempted to replicate the issue, and kept me informed throughout the process. It’s clear that they genuinely care about quality and consistency, and their patience and transparency really stood out. I appreciate their dedication to customer experience and how they strive to make...