Half & Half Tea Express Gale — Restaurant in City of Industry

I would like to edit to this review and add to it. I've received a response from the owner who has felt that these "wrongful accusations to our sale service team, which were unfounded and untrue." The owner also accused my husband of getting upset and "creating a scene and scolded 'our' staff." FIRST: I have written many reviews for places that I have visited. I will tell it like it is. If you gave bad service, that's the review you will get. I understand that it does not happen all the time, but when it does, it needs to be addressed and visited by the owner/managers/supervisors/staff. SECOND: If you were the customer who got a drink, or anything for that matter, spilled on or around you, your clothes, or your shoes, of course you would be upset. Who wouldn't be?! Let's be realistic here. Accidents happen, so don't expect any customer to be happy if something like that happened to them. THIRD: There were no other customers there to "create a scene". The scene was that the drink was spilled all over the floor, getting shoes wet and sticky. Does not matter who was at fault, an apology for the incident would be appropriate. In this case, there were no apologies, and on the contrary, the manager's attitude and demeanor was annoyance towards my family. That attitude and behavior is completely unacceptable in any work place, especially one that provides customer service. FOURTH: I am sure your staff is well aware of the health violations if they use a cup that has touched the floor. As a (former) loyal customer, we would never make this statement if we felt that the same care was given to the remade drink as it was given the first and every other time we had ordered here in the past. The cup was handed to us sticky and wet as if the cup itself was rinsed out. The slushy drink had chunks of whole pieces of ice. Boba pearls were floating all around the drink, not the usual clusters at the bottom of the drink. This in itself gave enough evidence for my family to conclude that the cup and drink itself was not carefully remade to the customer's satisfaction. We know what your drinks look like and this did not meet that expectation. LASTLY: If the manager/supervisor in question said that my husband scolded your them, then it was done rightfully so with the attitude that made my family feel service well below expectation. And if addressing his dissatisfaction is considered "scolding", I think you really need to employ managers/supervisors who can handle these situations more professionally and take a more constructive approach. Your team trying their best to accommodate would include better attitude and a much better sense of customer service. Your policy also needs to be addressed and revised. If a customer has the drink in their hand(s) and turns around and drops the drink, then your current policy is understandable. However, this was not the case. As explained, the drink handed to my husband (not son), who clearly did not even grip the cup, which then slipped and spilled. In cases such as this, don't you think you need to revise that policy. And if the person who handed the drink saw that it was at no fault of the customer and offered to remake the drink, don't you think that should be honored?? I am completely appalled that you, as the owner of this well known boba shop, not only offered no apologies for the situation, regardless of who's right or wrong, but also in turn accused our family of making a scene. I am extremely disappointed in your business work ethics. I would never want to contribute to a business that does not value the EXPERIENCE of their customers. This is very...

I ordered 2 slush drinks to share with my kids. When the cashier handed me the drinks, he let go before I had a good grip on the drinks and one fell to the ground, spilling some on the floor and on my and my little boy's shoes. He picked it up and said he would make a new one then came back to say his manager said they don't replace customer dropped drinks. I explained to the manager, who looked irritated that they had to deal with me, but they said they would replace it. What they did in the end was only added ice and resealed the cup from off the floor. No apologies from anyone for inconvenience or the shoes that I had to clean up after I got home. This place has lost a family of customers as we used to come here often after lunch or dinner nearby, but we will not be coming back to this location.

Edit to respond to response. I never raised my voice or caused a scene. The store was just opening and mostly empty. I was shock that I was told the drink would be replaced and then someone tried to blame my little boy for their mistake. I explained in one simple sentence that I reached for the drink and the cashier let go and that it was not in our possession. The response to this review is typical business trying to cover up a mistake instead of admitting to handling a situation poorly. I am a believer in that the customer is not always right, but when you try to put the blame on a little boy and make up stories about me causing a scene, that is what makes me upset. That is low class. I will not spend anymore time on...

They charge 3.5% if you use a credit card. If you use cash and your total is over $100, they only have $5 in change. Don’t order by number because the staff said they don’t know the menu by number. They don’t even bother to look at the menu. If you call to order ahead, they will tell you about their promotion. You get one free drink upgrade to a large, but it’s mostly more ice anyway. They don’t give you a bag, so bring your own, or they will charge you for one. The staff often have an unfriendly attitude when giving you your drink. If you ask for a bag, they give you a funny look and tell you there’s a charge for it. No wonder their business has been declining. There are many places to choose from for better service—you are not the only option. PS-I post the manu here so remember their drink by name. If you help friends or co-workers buying drinks. Remember to write them all down by the name NOT number becuase their staff don’t know them by number. You will look embarrassed when you have to go back to look...