Totally Tea — Restaurant in Norman

I had the worst experience at the location in Norman OK. There was a girl taking my order that did not correctly ring up my order because she was on her phone and not paying attention to me while I was giving her my order. She basically stopped taking my order to check her phone and I was patiently waiting for her to allow me to pay. Once the order came out, my husband noticed it was the wrong drink and informed “Cade” who claimed to be the store manager, it was the wrong drink. Cade then went on to argue that they’re not liable for anything because they took our order incorrectly and that’s what on the ticket instead of just making us the correct drink. I’ve never experienced a situation where the workers incompetently took the wrong order and then refused to just make us the correct order, when they inputted it incorrectly in the first place. I told him it’s not a big deal, just make us the correct drink and it would be fine. Cade refused to make me the drink I requested so I then said that was okay and to just give me a refund. Cade continually to argue with me stating they made what I ordered and I tried to explain that is not what I ordered and if the girl on the register wasn’t too busy checking her phone she would have put in our order correctly. Cade then continued to argue that she was not on her phone as it was not anywhere near the register but my husband informed it was when she was taking our order and Cade continue to deny and argue with us and calling us rude when all we wanted was what we paid for. My husband told him to go ahead and pull footage of seeing her on her phone and Cade said “okay but I have to get my manager to do that” which then told us he was lying about being the manager. I had asked if I could speak to the manager and he just kept saying it was him but in my personal experience, a manager does not argue and call their customers names like he did. He showed a complete display of disrespect and unprofessionalism. I informed him this was the worst customer service I’ve ever experienced and he continued to state unprofessional comments to me and my husband as we walked away. And since Cade made it very clear that “his” employees do not get on their phones during their shift, I would like to provide the time and date so the actual manager can pull the footage to see that their employee was on their phone while taking our order. The time was around 3:30pm on 10/6/24. They most certainly need retraining on customer service and conflict resolution because that was was the poorest customer service I have ever experienced and do not recommend this location to anyone unless you like to be given the wrong drinks, told it’s essentially not their problem and then...

The tall girl with dark hair looks like she hates her life and hates customers for ordering drinks. She was on her phone while taking our order and so to no surprise the drinks came out wrong. When we told them she just took the order wrong short guy with a beanie named Caid basically told us all liability is on us because there’s a screen on our side when we order. To sum it up they don’t have to pay attention or be competent because there’s a screen on our side when we pay. So yeah our bad for giving them the benefit of doubt thinking they were competent enough to take 3 drink orders. He argued she wasn’t on her phone even though he wasn’t even at the station while she was taking the drink orders. He claimed to be the manager but when I told him is there a camera? Check the footage and you’ll see her playing on her phone he then says I can get a manager to look at it. Wait I thought he said he was the manager?

All this could have been avoided with basic customer service skills. Like I’m sorry we must have misheard you instead of “this is what’s on your receipt”. Yeah you took the order wrong so that’s why it’s in the receipt.

I should have read reviews before coming here. Place is poorly managed and with customer service skills like that I can see why this place is rated at 3 stars. Hopefully real management gets this and...

Do not recommend! Their price signs say $4.99 & 5.99 for the 2 sizes avail. I ordered 2 regular sized expresso drinks, but the lady said that kind only comes in large. Okay cool. She then says it's $19 & some change for the 2 drinks! I asked why is that? She said the expresso is more expensive but no where does it say that on the menu. Then she said she didn't have change (coins) to give me back so she kept the change! Then I see another 1 star review where she also told that customer she didn't have change. Scam! It wasn't even worth the $. It literally took her less than 2 mins to do both drinks bc its a concentrate they use. And the customer service was not good either bc of...