Novel Coffee and Teas — Restaurant in Richland

My Husband and I come here very rarely! For us to come on this one occasion and have a terrible experience says a lot to me on how this place is run : (

We at first walked in very happy and excited to order some Boba Tea! Unfortunately though, we were not acknowledged while waiting in line... and we were right in front of the register (multiple employees made eye contact with us but didn't say a word). I finally asked a question to this woman that had blonde Dred locks, "Can you guys still do blended milk teas?" is what I said and she responded telling me yes and proceeded to take our order. We ordered our drink and waited. Then she calls us to grab our drink and we noticed it was an Iced tea rather than a Blended tea like we had ordered. My husband and I hate to make a fuss over things so we contemplated even asking her if she could remake it. But still we did and I completely regret this decision now. We told her it was supposed to be a blended drink she argued with my husband and told him "Um I'm pretty sure she just asked for a milk tea." and continued to frustratingly remake the drink which took literally 2 minutes. We were planning to stay and relax because we were both on our lunch but this employee made us feel so uncomfortable we felt better leaving.

If you could just see the inconvenience this caused her to remake our ONE drink I think you would be as upset and disappointed as we are. This situation might not sound like a big deal but to me what makes me want to give a business my money is when they maintain good customer service. That is what keeps customers coming back. In this case we will most definitely not be coming back.

One Star Rate Reasons:

Poor Customer Service Milk tea was not good and the tapioca was not fresh Unwelcoming...

First things first, when you walk into this place its such a vibe, the decorations everywhere are so aesthetic, I loved the whole interior! I ordered a Taro Milk Tea, with White Coffee Shots added.. sadly I also wanted to add tapioca pearls, but they don't make them till 11 (we came here at 10).. oh well, the drinks were still great, I loved how strong their coffee shots are, honestly they did overpower the Taro flavor itself, but I won't complain, I love White Coffee. The service was okay, not much to say, the ladies were sweet and my drink was ready in around 10 minutes. The atmosphere here is also okay, honestly it depends what time you come here, as mentioned earlier, I came here at 10, and there was a slightly big family and they were having a good time, talking to eachother and laughing, which is great, I'm so glad for them, although this is a place to read, write, find inspiration and maybe even do homework or study... so the loudness kinda killed the vibe, but they soon left and it was silent there, around 4-7 people were there also, some would come get a drink and go, others would get a drink and call a friend, and some were quiet, typing on their laptop and kept to themselves. I do like it here and the drinks are good also, I will probably want to come back to get a drink with boba in it😅.. but overall good...

After visiting my Dr, we went to Novel for a tea distraction, having found out I needed another minor surgery. Ugh. Pretty lady in dreads took our order, and we moved down the line. When the pretty dark-haired green sweater lady handed me my drink, I realized the lighter color in it meant I forgot to ask for oat milk. Fail. As I turned to go place a new order, dark-haired lady offered to make a new one, no questions & told us to keep the old drink. I asked, "Are you sure?" She insisted it was not a problem and turned to make a new one. Dreads lady asked me, "Did you order it with oatmilk." I answered with no. Shortly after, dreads lady took away my mistake drink without words. Ugh. This all felt wrong now. I offered to switch my second drink so my husband could drink the mistake drink, and there would be no waste. I just wanted to correct this on my dime and never return. The dark-haired lady again insisted on fixing the problem herself and gave us back the mistake drink. She really made my day with her persistence to help me with MY mistake without shame. Her persistence really turned my day around, and surgery was no longer on my mind. Not only that, but her actions renewed my loyalty to...