Gong cha (Westfield St Luke’s) — Restaurant in Albert-Eden

I experienced very poor customer service from the Gong Cha manager, Lynne. She made a point of emphasizing that she was the manager, which felt unnecessary in the situation.

As a regular customer, I am familiar with the usual amount of pearls that come in a large drink. However, with my recent purchase, the amount was noticeably less than what I normally receive. I raised this concern politely, asking if the correct amount could be added. Instead of addressing my request in a helpful way, Lynne instructed her staff to measure pearls into an empty cup, dilute it with water, and present it as “proof” that the serving size was correct. This felt dismissive and came across as her trying to prove a point to me, my husband, and her staff, rather than focusing on resolving my concern.

All I wanted was for the correct amount of pearls to be added so I could enjoy my drink. Instead, the situation turned into an unnecessary debate. I eventually felt so frustrated that I asked for a refund, as I was no longer happy with the service or the way the issue was handled.

The situation was poorly managed, left me feeling upset and unsatisfied, and no real effort was made to resolve my concern. Unfortunately, this experience has put me off returning...

Im a regular customer at this location and today the boy that was serving there was so rude with the customers ! He was alone when we got there to order, seems that he was not happy with all the drinks that he needed to make. Then after a little bit another staff came in but he was so unhappy and rude getting the drinks . First at all : the way that he was eating his gum was disgusting, the way that he was yelling the order number I don’t even tell you and then instead of giving you the straws in your hand like a nice service he was just throwing at you ! I said thanks to him and he don’t even smile or look at me . I tried to see his name but he turned over so fast that i couldn’t. For be honest .. feel so sad bc like I said before I worked at the mall and those ladies staff always were so nice and polite and this boy is the first time that I see him since they re opened and my god ! He should have some customer service classes or if u don’t like to deal with customers u shouldn’t be there hunny !! Change your face and eat your gum with your mouth close and give an smile to your customers that if we are not there your...

Terrible Customer Service - never coming back here

My wife and I went to purchase a large drink. Very disappointed with the amount of pearls which was put (this is the drink we always get for many years so we know how much pearls goes in). We complained, and instead of giving us more pearls (Lynne the manager) tried to prove a point by putting pearls in an empty cup and filling with water. We saw that it was still not the same even though she telling us it was. Such a wasteful thing to do btw as those pearls she added water to could’ve just gone to our drink and all would’ve been well. We requested a refund at this stage and yet she was still adamant. We will not be coming back here...