HTeaO - Denton (University & Bonnie Brae) — Restaurant in Denton

I visit this location 1-2 times a week for the exact same order. 2 Huge Teas, a gallon of tea and a 5 gallon jug of water. Today my daughter and I came in for our order and at the register, the young lady ringing us up asked if I was a rewards member, I said yes and gave her my number. Tried to tell her I had a free gallon on my account but she informed me she had already “applied points to my account and could not fix it”. I was confused and asked her why she couldn’t just back up the order or cancel it and start over. I wasn’t being rude, just confused as this has never happened before, and even said “it’s ok I’ll just do it next time”. She got flustered and an older woman came over and asked what was wrong. I explained to her what happened and why I was confused and she immediately jumped on the defensive. Told the younger gal to ring up my 2 huge teas and 5 gallon water on another register and she would “handle her” (me). The young girl finished filling my 5 gallon jug, slammed it on the counter while cutting me dirty looks and half way wiped it off before stomping away. (It was still covered in water when I took it to my truck) I told the older lady that I really did not appreciate the attitude over a simple mistake that should have been easy to fix. The older lady snapped at me that the employees don’t make enough money to put up with people like me and that I didn’t need to be rude. My daughter spoke up at that point and very calmly stated I was not being rude, and I stated that it was basic customer service to ask guests if they would like to use any points on their order. The older lady finished the transaction for my tea and then walked to the other register where she then rang up my 2 huge teas and water, because the young lady had failed to do so, while also very condescendingly telling my daughter that she was only sticking up for me because she was my daughter and telling me they have hundreds of customers who come in and never use their points. I paid and the older lady snatched the receipt, crumpled it and walked away. I took my 5 gallon jug to my truck and came back for the gallon and had to ask for my receipt to be reprinted for me. The older lady shoved the gallon at me and told me to never come back. I took the gallon to my truck and went back in to ask for the number to corporate, something I never do. She smirked and told me there was no corporate. So I asked for the owners number and name and she yelled at me stating she is the owner, to get out of her store and never come back. I have never received such poor customer service from this location and stayed in my truck in the parking lot to file a complaint on the corporate website about this particular store and the experience we had. Once I got home, I realized the gallon of tea also had a hole in the bottom of the jug and had leaked all over the floor of my truck. Based on my experience and a few of the other reviews here, it would appear the owner does not like honoring points redemption (bites her bottom line I’m sure) and her solution is to make an entire ordeal out of it, blame the customer and then ban them...

Yesterday, I attempted to use a "Free Cup of Tea" card I had been given back from when the store opened. I entered the store, grabbed a cup, got my preferred tea mix with a little lime, and then stood in a line of three to check out. Only one person was working checkout at the time, which happened to be the shift manager, so she said. When I presented my coupon, she was rather quick and abrupt to tell me, "This card has not been signed by a manager. I'm not allowed to accept it." I kindly asked for her supervisor when I learned she was the leader for the store at the time. I told her when I received the coupon card and that perhaps the policy she was adhering to was not in place at the time. She was adamant about her position, and I almost felt like I was being accused of using an illegitimate coupon card based on her tone and curtness. A fellow church member that I had not seen hollered at me as I was about to leave the store...without my tea. He inquired as to what the issue was. I explained the situation once again in detail in front of the shift manager hoping she would relent and see the greater opportunity of satisfying a customer and not giving me a reason to go to my meeting only to tell EVERYONE how I had been dismissed and treated at the University HTeaO location. The employee could have so easily seen the greater opportunity to accept the coupon card, explain the situation for any future visit, and allow me to take the tea. But she didn't! She angered and frustrated a customer, wasted a cup, had to dispose of the product, and ultimately cost her store and owner much goodwill. I could have told the people at my meeting how the employee went above and beyond and had been empowered by management to make a "better" decision...and how delicious the product was. Instead, they heard about a disappointing experience just as you are reading now. Don't think I haven't shared the interaction with my family, my work colleagues, etc. And to think it was all over a $3.49...

EDIT 2/19/2025 So, we've had NEW experiences since our original review. I'm not sure when it happened, but the new app has made changes. But the company changed their birthday gallon policy. You used to be able to redeem your free gallon for a couple of weeks from your birthday. NOW they only allow you to do it ON your actual birthday. Sadly, this year, on my birthday, we had a snowstorm, and I couldn't make it to the Denton location (closest location to me). When I was finally able to get there, the employee told me it was too late and that I was "out of luck." I've been enjoying this location since it opened, and it used to be amazing. Service has dwindled, and the product has gotten worse. Got my husband a gallon yesterday, but he says it tastes watered down and nasty. He's never said that. What is happening to our favorite place?

Update6/11/2024 Since my last review, I've come to love this location even more! I called a few months ago to ask if they'd be able to make any of their flavors using the Truvia like their Sweet Zero tea. My favorite flavor is their Texas Chai, and they're able to make it with Truvia. The owner is an absolute delight to chat with, and his employees are awesome! We've been able to order with ease and so excited they're willing to accommodate our dietary needs. Highly recommend and enjoy this HTeaO location!

Absolutely LOVE HTeaO Denton. They have wonderful flavors and even provide sweet tea for diabetics. I'm so thankful for this location and love when I can go in to enjoy the shop. All the employees have been friendly, and I definitely use their app. Great place, great people, and wonderful flavors of tea. Highly...