Pearl Fever Tea House — Restaurant in Surrey

Unfortunately, I will never be coming back to this location due to service. Aug 28th,2020... 925pm. Walked in, no one in line, ordered a royal Roche with pearls. I stood over by the wall and waited. 5 minutes later, 2 groups of 2 walked in and ordered. They went to the wall and waited. Another 5 minutes goes by and 1 group of 2 received their order with pearls. Another 5 minutes goes by and the other group of 2 gets their order with pearls. In total, I have now been waiting 15 minutes for 1 bubble tea with pearls. After the 2nd group left, I voiced my concern that I haven't received my bubble tea. The three workers were busy asking who's fault it was while I was still waiting for my bubble tea. They apologized and made my order, however they now tell me that there are no pearls left. They used them all up on the 2 groups of 2 and now I have to wait 15 more minutes for pearls. I declined the pearls and they asked if I wanted a substitute . I asked for coconut jelly and waited another 5 minutes. Finally, my order is complete, but when I walk up to the counter, I get told that there is no coconut jelly in my bubble tea. At this point, I'm not a happy customer and just take the bubble tea without pearls, even though I paid for them. To conclude, I paid for an item that I didn't receive, waited way too long, and as a result my dinner was cold that I bought from another restaurant. This was bad service, but it was also the owners fault as well for not educating their workers on what great service is. There are ways to keep customer retention and it was clear that the owner hasn't educated their workers on customer retention practices. Great bubble tea, but this experience is quite upsetting as it affected my family...

I have been going here since 2004/05. Today is the first time that I have ever received such poor service. I am a very positive person but not today. When you go into the store, there are 2 line up's. I mistakenly went into wrong line. I acknowledge that but there were people in 2 different line up's. After a few minutes someone else walked in and marched right up to the front. I said to the person, excuse me but the people in this line were ahead of you. The customer AND service cashier heard me.The person in front of me said that she had already order. I said to the short girl at the cashier counter that I was next then i didn't realize that I was in wrong line. instead of helping me, she said she would help this other person then me and that she wouldn't be long. The tasty drinks made at this shop are not quick so she basically told me that I would have to wait twice as long. Do they not know their in-store customer's or whom they have helped??? They did see me waiting in line as I saw both clerks look in my direction. They should have asked if I had ordered by App or was doing an in-store purchase and then corrected me to proper line. Instead, i was ignored then made to wait longer. I work in retail and i can see and acknowledge the people in front of me and the people next in line. I have been going here for so long - back when they offered a free bubble tea after so many purchases. I still have one of those old points cards. It seems that because there will always be more customers, it doesn't matter anymore if you offend or piss anyone off. I won't be back nor will I recommend...

If you're looking for a late night boba run, coming here 30 mins before they close is not a good idea. So, I wanted two drinks that would have needed the espresso machine however when I ordered the words "we already cleaned it" seems to justify denying an order from a customer. I understand the employees want to get out faster and have a faster close, but I feel like compared to what I've learned in my fast food experience is to welcome the last customer with a smile and give them everything the first customer of the day would have. Not even 11 and they deny customers flat out. Dear employees, learn to clean the machines faster at night and stop thinking about you getting home faster. Close at 11 like your signs say, not 10:50....