Machi Machi — Restaurant in Toronto

I had a very disappointing experience at the Eaton Centre branch today. I ordered a Strawberry Slush with foam and extra gold pearls. After waiting for 20 minutes, I found out my drink didn’t include the pearls I had paid for.

When I informed the staff member about the issue, she took my drink to the back and came back with the same drink and a separate cup of pearls. I asked her to add the pearls into my drink, but she refused and told me to do it myself.

This was extremely inconvenient for several reasons: Adding the pearls myself would mix the foam and the drink, ruining the layered texture I enjoy. The drink was already full, so adding the pearls would have caused a mess. Carrying two cups unnecessarily made it difficult to enjoy the drink.

When I requested a new drink to be made correctly, she refused, stating the store was busy. While I understand that a busy environment can be challenging, it does not justify dismissing a customer’s valid request, especially when the issue was caused by the store’s mistake.

This experience was frustrating, and I’m very disappointed with how the situation was handled. I hope the management trains their staff to resolve such issues more professionally...

BE CAREFUL & CHECK your order before you are leaving!!!!!

My recent visits to Eaton Centre MachiMachi have left me incredibly disappointed. Despite being regular customers who order once or twice a week with more than 2drinks each time, the shop CONSISTENTLY FAILS to get our order right. This recurring issue has happened over five times now, and the staff seems uninterested in rectifying their mistakes.

Their staff are extremely UNPROFESSIONAL. It's disheartening to see such a LACK OF ATTENTION TO DETAIL and DISREGARD for customer preferences. Our feedback has been met with indifference, with no attempts to rectify the issue.

These repeated errors have not only caused disappointment but also wasted our time and money, even they offer a free drink for the next order (but mini taro ball is more expensive than pearls) every time when they made a mistake as a solution, their staff have not showed REPENTANCE...

The staff is extremely unprofessional. I am a regular customer. My friend and I arrived right before 9pm today, there were still many people waiting for drinks and another customer was in front of us. We lined up to be served, the previous client was taking time to order as they were out of pearls. When it was our turn to order it was 9:02pm, before we even spoke, she immediately closed cash in front of us and said they close at 9. I said you should have let us know earlier or close the door half way so people know you stopped taking orders. She said she was talking to the previous customer and tried to justify herself by pointing at their hours sign that she couldn’t even find. I could see that this staff may be new and doesn’t know better but this level of service is really...