Nova Sushi & Tea Bar — Restaurant in Gilbert

VEGAN ALERT This location charges .75cent for alternative milk. I called before coming at 3:42pm yesterday to verify I had the right location for a school fundraiser. They said yes. Being vegan and not liking to pay extra for humane milk that doesn’t cause a cow pain. I asked if they have dairy free milk. They said yes. I asked if there was a charge for non dairy options they said no extra. When ordering and substituting the milk I was not informed their is a charge. I didn’t see a up-charge on their menu as well. I ordered four drinks and to avocado rolls.

After ordering and a review of the order I paid. There was not an itemized screen to review the prices for each item. I asked for a receipt after paying to discover I was charged.75 cent for drinks!!!!

I inquired about the up charges and the cashier said yes we charge. I told the cashier I called prior to coming and May I speak to the person I spoke with over the phone. They employees begin talking about me in Mandarin.

Here is where I take issues.

Miscommunications happen all the time. If you charge fine! It’s your business not mine but I as the customer was never informed of the upcharge prior to paying.

I was lied to and said no one called. I have a smart phone with the number and time stamp. My kids were in the car and the call was on speaker. They heard the conversation. The owner I believe said I must have called the wrong number. I said is this your number as I showed my phone. They said call it. I called and their phone rung loudly in the store.

I was told numerous times that I the customer was wrong. No one called. The lady I spoke over the phone finally steps up to truth and says she misunderstood my question and said no charge for the donation to the school. No problem! We finally found the break down in communication and I now understand that you do charge and I won’t be back to pay for up charges. I would have never came if the answer was yes.

I felt humiliated in a store, in front of my 3 kids, that I came to patronize for a fundraiser. I didn’t come for their products! I received okay products but bad service and disrespect as a customer.

After humiliated and told I didn’t call I must have called the wrong number. After proving them wrong. I was rudely asked, “What do I want?!!.” That could be a communication barrier instead of the question, “how can I make it right?” So I said, “I don’t want anything.”

I tipped very well too! More than what they were donating to the school. I don’t feel comfortable coming back and don’t support any business who charges extra for humane milk as a Vegan who has kids with dairy allergies.

I’m leaving five stars because I don’t want to hurt their business but they could use basic customer service...

I was excited to try this new boba spot out but the owner had the worst attitude. She made it known she was annoyed to serve me when you should be happy to serve customers especially as a new business. Customer service is one of the most important things but rare to see nowadays…what a shame. Definitely won’t be coming back. Also the drink tasted bad probably tainted...

I ordered a 50% less sweet boba Thai iced tea. The drink itself was perfect. However, the boba was sickeningly sweet! I drink a lot of boba and I have to say this is the sweetest boma I've ever had!....and it's waaaay too sweet. I would prefer they just make the boba plain so it can absorb whatever the flavor is of the drink! I'm not sure if I'll come back...