CoCo Fresh Tea & Juice — Restaurant in St. Catharines

Two weeks ago, I ordered two drinks from Coco in St. Catharines through the mobile app. On the first attempt to pay, the app stated that the payment failed, and I then made a second attempt to pay. I waited for more than half an hour before I got my drinks. When I checked my bank statement three days later, I found that both payments had gone through successfully. When I returned to the store to inquire about the situation and ask for a refund, one of the employees said they would ask the employee working that day and return the refund within 3-5 days. And until yesterday, a week later, I still hadn't received a refund. I went back to the store and inquired about the order. The person who answered me was probably a MANAGER and was very quick to give me a refund. Even though the refund made me run to the store three times, I was happy at the time. So I ordered two more drinks at the store. This time, to ensure my order was correct, I purposely did not choose to place my order on the mobile app but ordered at the front desk. Half an hour after the payment ended, many customers arrived later than us received their drinks; we still hadn't received our drinks. When we asked the employee again, she asked us for a receipt instead, which she did not provide us when we paid. After reviewing our proof of payment, they acknowledged the problem with the system and placed a new order for the same drinks. However, after placing the order, it was found that the actual payment amount was 50 cents cheaper than what we paid before, which means that during the first order, she forgot about the free topping included in the promotion. After such a bad experience, these employees didn't even say sorry. Their condescending attitude was very disheartening to me.

Whether in China or Canada, Coco has always been my favourite drink brand. And the experience I had at this store made my trust disappear. I'm sure my experience on both occasions was not an isolated case. Long wait times and unknowingly overpaying are something that many customers experience. I can't fathom that as a significant global chain, this Coco in St. Catharines has five employees working in the store simultaneously, providing us with such abysmal service. I will remain a fan of Coco's in the future, but in the meantime, I hope the store's customer service will improve in the...

I preordered as I know they are usually slow with getting orders out, and still had to wait over 45 minutes in store for my drink. I placed my order on their app, hoping that it would make their life easier as they wouldn't need to punch in my order and accept my payment, but wow was I wrong. I preordered prior to arriving on location with a friend, and my friend waited in line, ordered, and received his drink more than half an hour before mine, even before they accepted my online order through their app. My favourite part was when one of the girls working behind the counter gave me attitude when I asked the status of my drink order. They served 8 other customers with orders of multiple drinks before serving my single one. After they made my beverage, the girl didn't acknowledge my existence, apologies, or anything. She simply slid the drink over the counter in my direction and proceeded to make other drinks. Very bad coordination, poor time management, and rude. It’s a shame as their drinks are usually good, but service...

Terrible customer service. I ordered a regular drink by mistake and then asked to upgrade to a large which they said no they would have to make a whole new drink and I could pay .50 cents extra so I said great but what will you do with the regular just throw it out? And then they said no you can keep it. So I said wow okay thank you. Then they said but you have to pay full for the next drink. I said well that doesn’t solve my problem at all. So I opted to buy another regular size and I said I’d just mix is at home to make the large Drink I was hoping to get. So I said can I get a large cup to take home I’ll pay extra. They said no. Like really they did nothing to help solve the customer’s problem. All they did was say no. I would NOT come here again. Didn’t feel valued. On top of the the girl mixed up the Stickers on my drink so I don’t even know if the amount of sugar is correct on my drinks and my cups were all sticky. Waste of time and waste of money. I...