Gong cha Bel Air — Restaurant in Bel Air

Really bad customer service at this place. There is a younger white guy that works in the mornings that is pretty cool. Ive had this younger Asian girl a couple of times and she always has a crap demeanor. I usually just dont tip her and move on. But today I ordered like 29 dollars in stuff so I felt it was just necessary to tip. I chose ASAP on the app, and when I get there it hasnt been started and I just figured it was because it was busy. She takes two peoples orders verbally and then comes over to me where you pick up stuff and notify them you're there for a particular order for it to be started and she audibly sighs and says YOU'RE EARLY. I'm above having a flat out argument with someone who lacks any couth or probably shouldn't be working customer service in general if they can't actually handle having a line without becoming unhinged at a customer. She started slamming stuff around and I am assuming texted someone to come and help her. I ended up just leaving and not really saying anything and figured that a manager would be in later and could call corporate for a refund or refund it on the app but there wasn't any option so I called the store 5 minutes after leaving and a male who said they were the manager answered and refunded my order. So either the manager was sitting in the office in the back while this girl was getting pretty busy and didnt help her till she lost it and started slamming stuff. Or she is also a manager. No clue, but I was spending about 50 dollars a week here since the tea itself is slightly better than the reconstituted tea solids they sell at Chatime or really anywhere else in Bel Air. I won't be returning and the manager didnt seem to care lol. TLDR; Don't go at any time they might be busy during the day time as they only have one person making orders during the day it seems and their staff are...

Ordered a waffle ice cream for my kids. Staff member came out holding the waffle cone with his bare hands (cup was on bottom which he was not holding). He then asked me if I needed a spoon which I replied yes. He opened up a small container with wooden spoons, he reached in (bare hands) and handed me the spoons, and then he said “oh you can get them”. I then requested an individually wrapped spoon which they didn’t have. I asked for a refund for the waffle. The manager said the computer didn’t allow for refunds to a credit card, would it be ok if it showed up later tonight. I said can’t you just give me the $5 in cash (I used a debit card). He said that he couldn’t do that. I said I’ll wait for the refund tonight.

Of course I didn’t get the refund ...or the waffle.

Definitely not clean. The same people that were making the drinks and food were the same people that were handling the money ....and the spoons!!! With the pandemic and all I did NOT feel comfortable with their lack of caring for the public. A staff member was even waking around taking to people making drinks...

I was hanging out with my 11-year-old nephew tonight. He wanted a fun tea drink with pearls. I got each of us one of the drinks from the TOP 10 and left the baristas (??) a $5 cash tip. We went outside. My nephew took a drink and said it was not good. I thought, "no big deal, I will ask the two Asian young people to replace it with something else." I went inside and asked if we could get the mango drink with mango pearls. The young girl begrudgingly put some mango pearls in a cup and put the coffee drink on top of them. Strange. I tried to explain that I just wanted the mango with mango. They both said, "we gave you just what you ordered" I very calmly said, "You know, I run a business and if my customers aren't happy, they aren't going to return." Nothing would make them budge. No reasoning worked. The girl said, "it's not our policy." No matter how I tried to convince them ---- Nope. Nope. Nope. They DID offer that I could buy another drink if I liked. I just walked out of the shop shaking my head. Now that I am writing this, I really wish I would have asked for...