Context:

We ordered two large Taro boba here from Uber eats on 02/01/2024 around 6:40-7:00 PMish, the ordered arrived on time but the delivery guy accidentally dropped it when he was reaching for the door. He was really sweet and apologetic about it and wanted to reimburse us by going back and getting the drinks for us as the uber eats app wasn’t letting us ask for a refund at the moment. He explained that since uber will be paying him the money for the drink and we aren’t getting it, it doesn’t feel nice.

Incident:

All well and good till here but when he reached the place, someone called us back from the establishment, asking us to order again as it is “not fair” to the delivery guy despite explaining that we are not able to ask uber for a refund and the delivery guy spoke to us about this and we reached an understanding with him but she wouldn’t listen and started making really out of line comments saying “I wouldn’t be able to sleep at night knowing I did this.” We clarified that it’s not really her place to be saying all this considering it’s something we spoke with the delivery guy, whose idea this was in the first place. She just got increasingly rude as the phone call went on (she made this call using the delivery guy’s phone as he had took my number to be able to communicate with me about the order), and I don’t think that’s any way to speak to a patron who just wanted their bubble tea on a chill night out.

Will not be ordering again that’s for sure. Horrible service from the store!

Edit 1: A response to the owner:

The words “You don’t earn enough to speak to me” would have been unfortunate if it wasn’t embellished under context to portray the staff in a better light.

The exact quote on our end would be “you are not paid enough to judge us” which came after your staff told me that “I should not be able to sleep at night? and also the response to the aforementioned quote was “I am paid more than your worth?” Not to mention, your staff called us aholes for what we doing unprovoked and not through the company phone but through the uber eats delivery guy’s phone?

It is understandable that out of goodwill to say something if you don’t think it’s right.

But your staff had been told multiple times politely that hey, the driver himself suggested the idea and we have come to an agreement and there’s no point discussing this.

At one point on the call, even the driver himself tells her to stop and we had a pleasant conversation with him when he was back, who also requested us not to report the establishment for being rude.

If you do not see a problem with this, you and your staff don’t really understand how to treat customers and maybe instead of being defensive about it, understand how circumstances can be on the other end as well.

We are students, we barely earn money and uber app was refusing a refund which it often does, regardless of how you argue, others will agree with this. We are not going to be paying twice for an order that was ruined in an accident (as suggested by your staff in a bizarre inhuman way), an accident that the driver mentioned was because the establishment didn’t tie the bags well together, leading to the drinks falling.

The driver himself suggested he will bring us the drinks and that was made sufficiently clear to your staff who decided to take up a saviour role.

Instead of berating us over the phone, it would really benefit to understand that sometimes the app glitches and no one can do anything about it, when the driver and the patron has come to an agreement, if you think it’s wrong, you may express it once but if both parties consent to it, what was the point of the argument? Why use such language?

Your staff is not paid enough to be judging and passing unprovoked insults, even after explaining multiple times what is the problem. If you cannot see that, then maybe the staff isn’t the problem, you are.