HEYTEA (Herald Square) — Restaurant in New York

We came in today with strong excitement to the new theme store and ordered 2 yumberry drinks (at exact same price) The staff confirmed while we ordered that today there is a buy 1 get 1 free. But when we are at the counter to pick up the 2 drinks 1 became a small size drink. We tried to discuss with the staff to get an explanation and here comes the ridiculous story: the staff clamied the buy 1 get 1 free could only qualify you for a small drink and if we want to get the large drink (although the price of 2 drinks price is exact the same and we ordered 2 large drinks in the beginning), we have to match a $1 dolloar difference. Question mark went all over our face. We tried to discuss with the staff about how their logic makes sense as there is no such condition listed in the promotion and we have never ever experienced such situation in the past. The staff even asked her 2 other colleagues to support her in this case. They stated they could not revise the current order and put our "new" order to the very back place. We still paid the stated $1 "difference" to get the large size drink, but at this point we are beyond frustrating. Next time, please list every condition clearly in your post and in store for your convenience is there is a such limitation. Future customers, please check carefully before at and after your order to avoid a disappointing situation like us.

Update: Thanks for the owner replying to my review. However, upon my review about others' posts on red book and Instagram, they all seem to enjoy the promotion without having any "limit” on size of the 1 free drink (the exact same large drink). The discrepancy between our difference and words from the store lead to much reflection. $1 is not a big deal, But in order for a business to run smoothly, integrity should be fulfilled as an...

Initially I wrote this review in app. I didn’t want to affect the rating. However, it’s been 10 days and no one replied.

So,

I wanted to share my recent experience with my order. I specifically requested my drink without jelly or saro. I even took extra time to find out how to describe the white cubic coconut jelly you often include, so my request would be clear. Despite this, my drink was served with everything included. When I asked the cashier what the white cubes were, I was told "I don't know" several times. Another staff member eventually said it was saro - even though my order clearly stated "no saro." I also pointed out the round jelly, which I had also requested not to be included. He told me it was an "app bug" and claimed they couldn't exclude it because doing so would result in a $2,000 fine per drink. While saying this, he took my drink (unfinished) and removed the order label that had my clear request printed on it. No replacement drink was offered, no refund, and no apology. I find this explanation and the handling of the situation...

Blue bottle price but Dunkin service. The staff scream "I don't wanna be here" in silence, and they didn't care about your experience as long as they hand it to you in the end.

Ordered on Uber for pickup 15 mins in advance but still waited for another 15 mins after arrival, on a weekday. Asked the staff 3 times and was told I had to wait. But when it's ready no one notified me. Got the cheese foam packed separately because "we didn't know when you would be here". I had been here for a while and talked to you several times girl! It's not for delivery. It's for pickup. So now I have to mix the stuff myself awkwardly in the middle of the store on the narrow counter!

Many places would ask the customer how they want the drink (packed, kept warm/cold, etc.) Here they just mechanically follow the SOP. A lot of cheaper places have better service, both independent stores and national chains. I don't know how they did it. But it should be possible to pay 10 dollars for a drink and get...