T4 Westfield Stratford — Restaurant in London

Bitterly disappointed loyal customer.

I don't know where to start... First of all, this isn't the first time my order was either wrong or the quality of the drink tastes bad. First experience was at Warren Street T4, never again have I or will I step foot in there - kindly see my review.

Coming back from a good day out, I settle down for the day only to find my oreo potted milk tea looked a bit odd when it was supposed to have pearls in it, and I got cheated. I paid for added pearls with none even added to my drink. Isn't that the first thing the staff add when compiling an order? Or have you changed that too(?) On the same note, I will mention that my order (both drinks) did look a bit diluted but took it away none the less. To my naivety and trust in the brand, I later confirmed BOTH drinks tasted watery - shocking. No, this it not the standard T4 used to be, and I will say it was better. I have not further words to say.. But only an extremely disappointing experience which has dulled the evening.

Should I have to start making a list of T4 branches which are a going concern? I sincerely hope this is not a product of the franchise growing.. Because if it is, I'm afraid T4 will no longer hold it's top spot on my favourite recommended bubble tea places to go...

I expect at the very least, that the store should refund me for the vacant pearls paid for. [photo to follow]

NB: I should also mention that when I questioned the waitress who passed me my order, she didn't even check that there wasn't any pearls present, only asked me : "Is this not your order?". I appreciate it must be difficult to identify the difference between oreo pieces and pearls, but if staff can't get the order right or makes a mistake, typically...

Charlie and Vincent, know nothing about customer service, with very bad attitude and very good at ignoring customers as well. I always recommended T4 to others, but I probably will tell others to avoid this place from now. Probably won’t be enough to affect their revenues and stuff but at least others don’t need to experience the same as what I did today.

I bought a drink from this place, it wasn’t sealed properly and it just started spilling all over my paper bag and it eventually broke. I went back to the store asked Charlie for a new one, was advised they don’t have anymore oolong left and they can’t make me a new one. So I asked for a different drink then cuz how am I carrying this broken drink back home? And I need to pay extra to get a new, properly packaged drink.

I don’t understand why am I required to pay for something they haven’t done properly. I then proceed to ask if I can get broken drink anyway at least I feel I’m getting compensated for the mistake and trouble they have caused. Vincent just rushed to grab the drink and threw it away in their back room, it almost feels like they just want to hide them away so I couldn’t retain any evidence. I asked why do I get these kind of customer service from a place that should be serving their customers, and all I get was ignore and “I don’t know” 😂. I asked for a picture of the drink so I can make a proper complain, and all I get was this😂😂.

Don’t know how T4 hire these people, T4 probably don’t care about customer service as well, so I probably would suggest you to avoid...

Hello T4 Customer Service Team, I am writing to express my disappointment regarding a negative experience I had at your store last Friday around 8:00 PM.

My friends and I visited the store to order matcha drinks. As the shop was busy, we placed our order using the self-service screen and paid using my card. The screen confirmed that the payment was accepted; however, the order receipt did not print out. Concerned, we approached the counter to seek assistance.

There were 3–4 staff members behind the counter, but unfortunately, none of them showed any willingness to assist us. When I explained the issue and even showed my bank transaction as proof of payment, I was told they couldn’t find the order in the system and that I would need to pay again. The response was dismissive and showed a complete lack of customer care or effort to resolve the issue. Given the long queue, we didn’t want to cause further disruption and decided to leave. However, upon returning home, I checked my bank statement and confirmed that the payment had indeed been taken, yet we did not receive our drinks.

I am extremely disappointed by the lack of professionalism and empathy shown by the staff. As a paying customer, I expected a basic level of support and courtesy. I would appreciate it if you could look into this matter and arrange for a refund or appropriate resolution. Thank you for your attention, and I hope this feedback will be taken seriously to improve your customer...