Real Fruit Bubble Tea — Restaurant in Hackensack

If you wanna be told to use a kiosk because the employee is too busy cutting strawberries and doesn’t even bother to ask what your ordering not knowing that the kiosk is incapable of doing your order due to ingredients come here! Doris also lied and said she only takes cash at the register meanwhile they have tap to pay directly in front of the POS system!

I’ am writing to express my extreme disappointment and frustration with the service I received at your Hackensack Commons location, under the management of Doris. I have been a loyal customer of Real Fruit Bubble Tea for quite some time, but my recent experience was so distressing that I feel compelled to bring it to your attention.

On my recent visit, I was met with a level of unprofessionalism that I have never encountered at any of your other locations. As I approached the counter, Doris informed me that she was too busy cutting strawberries ( you can run back your camera, tho she stated she was assisting a customer when in reality she wasn’t and the customer before me had already received their drink) to take my order and insisted that I use the kiosk instead. She also claimed that the store could only accept cash, despite your POS system clearly showing that a card reader was available. When I questioned her further, she refused to provide her manager’s name or even the store number to identify the location. Her attitude was rude and dismissive, and it became evident that she was not interested in assisting me.

To make matters worse, once I started recording our interaction, her entire demeanor changed, and she began altering her story. It was clear to me that she was more concerned with avoiding accountability than providing good customer service. As a customer who is 9 months pregnant and was scheduled to be induced the next day, this experience was particularly distressing. All I wanted was to enjoy my favorite drink before giving birth, and instead, I was met with disrespect and dishonesty.

I am extremely disappointed that someone like Doris has been chosen to represent your brand as a manager. Her behavior does not align with the quality of service I have come to expect from Real Fruit Bubble Tea. I strongly urge you to reconsider her role within your company and ensure that your staff are trained to treat all customers with respect and integrity.

I look forward to hearing how this matter will be addressed. I can send the video I recorded regarding our interaction upon request.

Thank you for your attention to this issue.

Sincerely,

Jordan H

PS. I ended up driving 2.7 miles to Garden State Mall and was treated with respect and they had no problem taking my order despite...

This is a nice place to grab your favorite fruit smoothie or bubble tea. The drinks are good, but for a couple of reasons, it's not somewhere I go out of my way for. I go here only after shopping at 99 Ranch or eating at So Gong Dong, and then, only sometimes.

My go-to slushes (which don't have diary) are Mango-PIneapple or Papaya. My wife likes the avocado smoothie (which has milk).

As mentioned, I like the drinks a lot. However, Real Fruit is a treat for only once-in-a-while because I personally find the prices a bit steep. A small avocado shake can run you $7.50. It would be $9 if you add protein powder and lychee jelly like we did (see my pics for a receipt and comparative cup sizes). These prices might be on par these days for such a drink (especially since they use real fruit and not a powder), but it's usually prohibitive for me. I take off a star for this.

I find the service to be solidly neutral. I've never felt disrespected by the staff, but I don't find them too friendly either. It's as if being served by robots. For this reason, you could use the kiosks to order.

The space is clean, bright and has several tables with chairs against a long bench. It's a nice place to relax for a while, chat and sip your drink, even for 45 minutes as I have done on occasion. There's two bathrooms which are decently clean.

If the prices and neutral service don't phase you, do drop in...

My experience at this bubble tea shop was disappointing, particularly as someone with dairy sensitivity. I always need to be careful about ingredients, so I asked which options were dairy-free.

The employee explained that only sections marked "contains dairy" had milk products. I ordered a jasmine milk tea from a section not labeled as such, assuming it used milk substitutes. However, I noticed a discrepancy on the sign above the cashier, mentioning some drinks in that section might contain milk—information absent from the kiosk. When I double-checked, the employee insisted the drink was dairy-free.

Five minutes later, she called me back to say it actually contained milk, contrary to her previous statements. While I understand mistakes happen in food service, receiving incorrect information twice about a health concern was frustrating. The employee's dismissive attitude, evident by her wearing airpods and seeming bothered by my questions, added to my disappointment. I've never had issues with my dietary restrictions at other bubble tea stores—this experience fell really short of those...