Mooboo Egham — Restaurant in Borough of Runnymede

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...

Worst customer service ever. The shop never sealed the drink so it arrived with only the popping balls and the drink was floating in the bag. I phoned the shop and was told it was my drivers fault. Then they hung up 11 times in a row. Forcing me to drive down only to find out the absent manager told her staff not to answer the phone apparently. Although this was only after I'd called and they had answered once so the manager encouraged her staff to lie. Manager finally arrives and would not give me the product I paid for, blaming Uber for them not sealing my drink. Worst manager ever. I feel sorry for anyone taking instruction from her. All I wanted was the drink I paid for and never got it. EDIT - as a reply to the owner's comments. The staff clearly stated to me she was told not to answer the phone, even when I walked into the store and I said to her maybe you might want to answer your phone, she said she was told not to ever answer by her manager. I already was dealing with Uber. I called in good faith to explain the situation as my 10 yr old just wanted a drink and does not understand the refund process etc. All I was hoping was to have an understanding ear to get the drink, pay for it and deal with the refund after. The attitude and bad service, which could have been saved is all down to bad management and training. I did not appreciate being spoken over so no one actually listened to the full situation. I went to Addlestone who were amazing. I saw the package coming out of the bag upright with half a seal. The driver already stated he was going to report it. Had the manager bothered to listen, they would have known this before replying.

2nd EDIT - the woman who answered the phone clearly stated I was not going to get a replacement as it was "not her problem or fault". The only reason I asked for a replacement was to test if you would even apologise for the inconvenience caused by your staff in store (I see it here for everyone to read but I did not hear it when I visited) but I never got that apology, hence I went to Addlestone who apologised on your behalf. All this proves to me is what I wrote to your Head Office is correct. The manager is defensive and inconsiderate and lacks sympathy

I never wanted or asked for a free drink. The...

My favourite shop in Egham! Friendly service and always remember my usual order. I go there all the time and always have a lovely drink and a nice chat. There are so many different options for drinks and snacks and you can really tailor your drink to your liking. You have to try this place, or if you are like me -...