HiTea — Restaurant in Lawrence

If I could give their customer service -10000 stars I would, this is the 2nd time I ordered drinks from Hitea through door dash pickup. The first time was seamless, our drinks came with boba no additional cost when I added it on the notes just to be sure because it was pictured on the item description through door dash menu. I ordered the exact same drink this time around x4 and even mentioned on the notes to add boba and in person while the drinks were getting made but I was ignored. Once all the drinks were made and sealed, I asked “there’s boba in there right?” And was told I needed to pay extra for it. Even after showing them that there was nowhere I could choose to add boba on the app other than writing it out on the special instructions which worked previously. They didn’t want to take the time to remake the drinks or even transfer it to new cups with bob in it. Instead they insisted on putting boba in their smaller cup and I can add boba to my drink at home not to mention pay almost $4 extra for the boba!

They clearly care more about the money than making their customers happy. They make it your fault when clearly it is not, they just don’t want to be blamed and called out when they’re the ones who have messed up.

Never again will I come back here. There are other places to get boba within walking distance from this place where I’m positive you’ll be treated like a well...

Every weekend for the past two years my friend and I always come in for Boba tea. I went in yesterday (6/12) for our tea. At first I did tell them the wrong number but even before I paid I told them the right one. I was told they were out of boba and they could replace it with something else. I said no it was fine. My order was repeated back to me and I paid. I got the drinks went back to the car and noticed there was the crystal boba in the cup. When I took a drink it wasn’t even the drink that I ordered. The sticker on the cup didn’t even match the drink. The sticker on the cup was what I wanted. I went back to the store and told them what was wrong and they acted as if it my fault. Some lady said I could keep the drinks and I told her no thank you because I wouldn’t of finished them because I didn’t like coffee. She just started at me and started to laugh at me. I took the new drinks and left. When I got back to the car one of them still had the crystal boba. This was just very frustrating experience. We’ve been coming almost every weekend and just feel like every time we come the customer service is getting...

We've been to this location starting in the pandemic 2 years ago and have intermittently gone back to give them chance after chance to improve. The customer service and personable nature of their staff is non existent. No matter what we order or when we go, no one greets us, updates us on the status of our pick up order or even makes eye contact. Most of the time they look up from their phone look at my smile and then sit back down on their phone if they've realized I've already paid and am waiting. No words no facial gesture NOTHING.

The cute decor does NOT make up for all of your staff seeming actively upset I'm in the shop asking for a product.

You're on Mass St and could really knock this out of the park. Please please motivate your staff to do a little friendly or polite behavior. I hate coming into the shop so much I will now drive the extra 12 minutes to go to Presotea, your competitor.

I held off on writing this review for years hoping it was just pandemic or staffing issues. I'm now convinced you don't care so...