One Tea House Falls Church — Restaurant in Falls Church

We are regular customers at this cafe, and usually enjoy their wonderfully authentic Taiwanese desserts. However, today we had a horrible experience. We ordered our usual herbal jelly dessert. Firstly, even though the place was not crowded, it took almost 20 minutes for the dessert to be served. When I asked the ladies at the counter why it was taking so long, the they were initially dismissive, and just said that it was coming soon. When the dessert arrived, I found that the dessert had no jelly in it and it was just black syrup with some toppings. This is not what this dessert usually looks like. When I asked the counter ladies, they insisted that it was the hot version of the herbal jelly dessert. As the ladies were not Asians, it was difficult to convince them how the Asian desert is supposed to be. They just said this was how their bosses instructed them to serve the dessert. We had to be firm with them in order to get them to re-prepare the dessert and they did so with much reluctance. And no one apologized! I do not blame the servers for this issue - the blame should lie squarely with the bosses and owners of this cafe because they failed to train their servers well. Servers attitudes were lackadaisical and owners did not ensure the quality and consistency of the desserts. Customers go to a dessert place expecting an enjoyable experience and certainly do not want to be sparring with the service staff. The owners need...

Food has always been great but the service is horrendously poor. We wanted a hot taro drink and were using the self help machine to make our order. We did not see the hot option because it was hidden at a corner and went to ask the counter staff where could we get the hot option. They were just playing with their phones and did not bother to help us with the self checkout machine. We couldn’t get our drink heated in the end and they insisted we get a new drink. This is downright outrageous. We decided to get another drink elsewhere. We drove too far for this poor service

Response to owner:

Thank you for your response. To clarify, your staff did not show us how to order the ‘hot’ drink option when we asked. They were simply more interested in their phone. They were just unhelpful. Even when we asked where was the hot drink option after we got the drink, your staff just tapped the screen and walked off without a word. It is the non-verbal language that speaks volume about the attitude. We also indicated that we are more to willing to pay to heat up the drink. But given such attitude, we decided to just purchase...

Had a disappointing experience today where we ordered a few food items and a milk tea. When we went to pick up the order the server handed us 3 bags with items. When I got home I noticed that the milk tea was not packed. I tried to call the store and there was not a number to reach a live staff. We then drove all the way back to the store, the same staff member looked surprised when we asked about the drink. Then she saw the drink on the carry out counter then tried to give that to me (by then it had been sitting out there for an hour or longer). I asked that she make one fresh drink which she did, but throughout the process she did not apologize for the oversight or offer to upgrade the drink order. I left the store feeling worse than when I arrived for the second time, after wasting time and gas to go back there again. A simple apology can go a long way. Sounds like there’s staff training issues to manage unhappy...