Chatime Bubble Tea — Restaurant in Whitby

To whom it may concern,

As frequent and loyal customers of Chatime across the Durham region, we are writing to express our deep concern regarding a serious and recurring issue at your Whitby location.

On our most recent visit around 11:00 PM, we ordered our usual drinks — two peach slush one with double pearls one with qq topping. Upon tasting the tapioca, we immediately noticed an extremely unpleasant, bitter flavor reminiscent of cleaning chemicals. More disturbingly, while chewing the boba, my partner encountered several hard, charcoal-like black pieces that caused him to spit them out. These were completely foreign objects and unacceptable in any consumable product.

This is not the first time we’ve experienced issues at this location, but this incident raises serious health and safety concerns. We have never had a comparable experience at any other Chatime location, which makes this all the more alarming.

Furthermore, the staff at this location consistently demonstrate a lack of attention to detail and appear untrained, often struggling with basic tasks such as operating the register. This ongoing negligence has now resulted in what we consider a dangerous and disappointing experience, as well as a complete waste of money.

We expect this matter to be addressed immediately. We request to speak directly with the store manager or franchise owner at your earliest convenience to ensure this issue is investigated and resolved appropriately. Email has been sent already to...

I went there today in the afternoon, on Easter Monday. There were about 6-7 customers ahead of me, and only one staff working. I don’t know why the company only hired one person to work, but there should always be 2 staff at all times. It took about 15+ mins to get my drink.

I ordered the mango slush and didn’t drink it until I got home. That’s when I noticed with every sip, there were tiny hairline pieces of plastic in the drink. I was not able to take pictures of ALL the plastic but see attached picture. Now imagine 30 of them in the drink. They were definitely not mango strands (and I always order mango slush from Chatime).

I will not be going back to this location. Of all the Chatime locations I’ve been to, this is the first and only one that I encountered such a problem, especially having such tiny plastic pieces in the drink. What happens if this was a child or older adult? This is a huge choking hazard. And this is also why the company should not have only one staff on the floor because things get overlooked, then it becomes a safety issue to the staff...

Argues that items don't come as shown in the app, items are sold out but not updated and forget to add items (peach bits) into drinks that come with it...

Honestly service here has been the worst ive seen at any Chattime, first even though it was busy they kept delaying the mobile order for those that arrived after. Then they left out the peach bits in one of the bits and said it was added till the other employee admitted she forgot it. To drinks that were supposed to come with Boba was told it wasn't included but they would add like it was a favor, I showed them the app but told me it was old and they would have head office update it but don't worry they would still include it for me (he later told me head office confirmed it was supposed to come with it) and finally even though I ordered 5 drinks they only packaged 4 and later brought the 5th out when...