Waves Coffee House - London Plaza — Restaurant in Richmond

From the moment I entered, the staff member Nan Nan was on her phone and did not put it down until I finished placing my order. I waited for about 30 seconds before she finally put down her phone to input my order into the system. Then, she picked up her phone again and walked over to prepare my coffee. While standing at the coffee-making station, she continued using her phone.

She then casually grabbed the milk frother from the counter (not sure if it was cleaned) and poured in milk that had been sitting out on the table, not refrigerated. She used the frother for less than three seconds and dumped everything straight into my coffee. When I received my coffee, I took a sip in front of her. It had no taste at all, and the temperature wasn’t even warm enough to be considered lukewarm.

I told her the coffee had no flavor. Her first reaction was to blame me for ordering it with “half sugar.” Then, instead of trying to address the issue, she just said she would refund me.

I’m very disappointed. When a customer gives feedback, the staff’s first response should not be offering a refund but rather solving the problem. Perhaps your company needs to retrain staff on service, hygiene, and how to handle...

So I'd like people to understand what the concept of customer services and maybe waves might want to listen while hiring employees you can't have customer service if your employee cannot listen and I don't just mean hear noise coming from the customer's mouth but listen to what the customer says. I realize everybody has different skills when it comes to listening but when a customer asks a very specific question and then the person in customer service asks a question that is so not even relative to what that person is asking that means they have no listening skills. I wanted to give your customer service people a chance to shine a chance to do good customer service, so I asked the question what cold beverage do you recommend now it's understandable if they asked a few qualifying questions but they didn't even understand my question first of all and the question wasn't even hard I'm so disappointed in the customer service because all they're doing is ringing in orders they're not being customer service representatives of...

I came to try the iced lavender latte drink and iced coconut latte drink. The baristas bre and sam were nice. However, asian manager was horrible. I asked for four drinks iced but to give it chilled and remove the ice. They make it with lukewarm oat milk and coconut milk. Then the manager comes and gives a diluted lavender flavoring. I call back once i get home and the asian manager agrees to giving my money back. But when i called her out on her making the drinks flavoring weak she starts defending herself and blaming me for ordering “incorrectly” and not adding ice. But the latte is also made hot and the same amount of flavoring goes into that one as well. It had nothing to do with the ice level.

Either way takes back the offer to give me my money back and instead says come back and get two free drinks… Unprofessional - this is one of those spots you come to just study or get work done. Drinks arent special nor...