Chatime Bubble Tea — Restaurant in Toronto

Update: When it first opened up the customer service was amazing. Now the customer service is awkward. There is one employee who is always good and consistent (I believe his name is Hilton), but I had a really weird experience with another employee on my last visit that has really influenced my review. I will definitely not come back after that. I had sent in a complaint on their website and responded quickly, but there was never a follow up.

OLD: I didn't know they opened a cha time here so I dropped by. They had one staff on duty, I believe her name was Kella, she was so professional, fast, efficient, and friendly. A customer ordered like 25 bubble teas and there were a bunch of customers, and Kella really performed and I thought the owners should know that. That customer should've left a tip after that haha. Great...

I used to be a frequent customer and rave about this location and loved to order the Iron Goddess Oolong tea with brown sugar pearls because the tea wasn’t diluted and the brown sugar pearls were delicious. Over the past few months, I have only left disappointed because every drink my party order now is very diluted to the point where there’s barely any tea taste at all. My Iron Goddess’ tea colour looks so watery compared to in the past when it tasted good. One of us ordered the Roasted Matcha Milk Tea today and it has the green colour, but tastes literally like water. 0 Matcha flavour. 0 Milk flavour. Just water. This review is being written after being disappointed consecutively for multiple visits now. Considering the prices of these drinks now, I feel like it is so disrespectful to customers to be reducing...

One person ahead of me, orders 2 small drinks. 2 girls working. I ordered the 1 liter drink special. Not sure why it took the one girl almost 15 mins to make 3 drinks? But when she called me saying mine was ready. The lid had overfill coming out of the rim. That means it would leak all over my car. So I ask for a Napkin and another lid to make sure nothing drips in my car. The 2 people had no idea what I was doing? There is so many Charles around. I’ve never waited longer than 5 mins for a drink and that was at Scarborough town centre. A lot more busy and it never takes them this long to make. I won’t be returning to this...