heytea (Hammersmith) — Restaurant in London

This is my worst experience ever with Heytea. I don't think a high quality brand would hire such an unprofessional staff and leave her at the counter serving customers.

I ordered on the app and waited 11 minutes to pick up my drinks but one of the 2 drinks was not made yet because they sold out Matcha Cloud. Then okay, I agreed to change to Cheese foam and waited A FEW MORE MINUTES until I realized they were making Less ice drinks instead of No ice like I ordered. And I had to wait for them to remake it. I don't know how they trained their staff to read drink labels but both the person who added the ingredients and the person who shook the drinks did not read the label carefully.

Besides, I ordered extra Sago and on the label, it was at the first line. But when I asked about it, the girl said I didn't order extra & she'll give it to me for FREE. What does she mean when saying that "she gives me for free"?? | PAID for it and she didn't look at it carefully even though l asked her to read the label again. And I checked on my app and showed her that I'm not here to receive charity from them. I paid for it so please open your eyes and read carefully.

After that, there was another shock for me when they didn't put Matcha mochi in the drink for me. I had just returned to my car but had to immediately come back to the store. It took me 10 mins walking and it wasted my time a lots. Right at the moment I mentioned it to that girl, she said she would refund me without double checking my cup. It means she already knew about it but instead of telling me, she hid it until I found out?

One last thing that really made me leave a bad review about this store was when I asked when I would receive my refund she said NOW in a very rude manner, and not knowing that it takes around 24 hours to complete a refund :))

I really underestimate your customer service and teamwork for letting such an inexperienced girl stay at the counter and solve customer problems, while the seniors and other...

I have been buying Heytea drink for a long time now, it’s one of my favourite spots. I mostly go to the Mayfair or the Baker Street branch, however yesterday I was around Hammersmith and decided to try their shop there, I have ordered 2 Supreme brown sugar Boba milk teas and asked kindly to add less sugar and ice (only 2-3 ice cubes ) and just to top it up with the milk instead, never had any issue with asking this from any other HeyTea branch, however a lady called Yachun who took my order , and who apparently later said was a manager herself, kept insisting that it can’t be done and that all of their drinks are standard and set, even tho the day before that at the Mayfair branch staff had no issues with it, she also acted that she was trying to call the Mayfair branch and just kept dismissing my preferences. She was very stubborn and didn’t want to fulfil my request but offered to just refund , she also kept giggling as if almost laughing that I’m asking to remove few ice cubes and just to add a bit of more milk, at the end I just took my drink with a lot of ice and in fact with quite a lot of sugar it in too, which is not wish I asked when I ordered, i just left as it is. Overall would never go back to the Hammersmith branch especially because of horrible customer service of a staff...

ANOTHER UPDATE: Heytea continues not to respond, we had to dispute the charge with the bank and thankfully they agreed this was reasonable. I just hope this chargeback comes from their accounts! Truly awful company, nice tea when its not 3 hours old, but customer service is on another level of horrible.

UPDATE: DO NO BUY! IF SOMETHING GOES WRONG THEY WILL NOT REFUND YOU! It's been over a week and we received no acknowledgement, we will complain to the bank and request a chargeback.

ORDER ARRIVED OVER 3 HOURS LATE. I placed my order at 18:38 via the HeyTea App, and it did not arrive until 22:16. We tried contacting the location more than 20 times once the order was already an hour late, but received no answer or response. When the drinks eventually arrived, they were ruined, clearly having sat out for hours. No apology or acknowledgement was provided. This is unacceptable, and I expect a full refund. So far, HeyTea has not responded to...