Dragonfly Tea Zone — Restaurant in Kansas City

I tried multiple times to reach the owner to discuss my concern directly. I called this store and left my number. I called other locations to try to reach him, but got no answer. I tried searching Dragonfly website for a way to contact Doug directly. I found no way so, I'm leaving my concern here:

I visited this location on 39th St on Monday 11/7/22. It took 25 minutes for me to receive my 3 drinks. There were only 2 other customers in the store besides myself. Additionally, I had a 5 y/o child with me during this trip who I was trying to keep from taking down/ touching all the various breakable and items that are for sale on the shelves during this long wait.

I ordered 3 Bobo Tea drinks. I requested that the tea base be excluded because we are not able to have tea. This store and other locations ALWAYS substitute the tea base with milk or a milk substitute of our choice. We also like this because it it gives a creamy texture. On this particular occasion, the employee working (bald guy with a beard) refused to substitute the tea base with anything other than water and told me that in all reality, he technically wasn't supposed to substitute the tea with water. I even offered to pay more to have him substitute with soy milk or coconut milk. He flat out refused and said that he could not do this and suggested I ordered something else. Is this really a thing!?! I have never had this experience at this location or any other location or at any other tea house that's not owned by Dragonfly!

We live an hour away, so coming to Dragonfly is always a special treat for us. So after an hour drive, a 25 minute wait in the store, and $18.70, I walked out with three drinks that were not what we came for. We we're all super disappointed...

Normally my favorite place to get boba, but the last few months it has not been good at all. There is one particular worker who always refuses to make my usual drink, insisting that it is not on the menu so she won’t make it, even though I’ve never had another employee echo this sentiment. Then tonight I went and she was there and I tried again and she refused again so I just ordered something else and two other drinks for my family. All three of the drinks were not what we ordered. Thankfully my brother still liked his, but my sister and I’s were completely messed up. As we asked the two workers to remake the drinks, they started to actively fight with each other, insulting one another loudly and right in front of us. Then when we got the remade drinks back, they had popped all of the popping beads in my sister’s and they weren’t even the flavor we ordered. The only reason this isn’t getting a one star review is because I really enjoy the store when this employee isn’t there in the past it’s always been a very...

The boba, smoothies, and the place is overall amazing. The only problem is they leave one worker to handle hoards of people. I can get that job shortages can affect businesses but this is kinda ridiculous. It'd be better if they had multiple people working on weekends when the shop is at its busiest so customers don't have to wait 30 minutes and the workers don't have to be rushing around stressed. I went here today and one worker had to deal with 2 families of 5 and maybe 4 other people all by herself, she even ran out of cups mid way and had to rush to get more. The kitchen area may be small but there is no way you can't find one other person to help out. I waited 30 minutes and more and more people just...