La La Land — Restaurant in Thousand Oaks

I order the matcha square here almost everyday but today it was a terrible service. I talked to the lady named “Jenny”( first time seeing her), and expressed my concerns about the online ordering, that is, I want to remove the syrup from the drink but there is no option for that. After I told her in a nice way plus very low tone of voice recommending to bring this issue to the manager in order to be fixed ,and I don’t know why she was getting so upset and talking back to me very loud and so aggressive. Her body was shaking and she looked frustrated. Then, I talked to her colleagues that it’s just a normal conversation and I don’t know why she was upset so easily,and they protected her by saying that the environment has a lot of noice that’s why she had to shout back. It was not that loud actually because we were talking face to face and very close to each other which I can hear her very clear. I felt they teamed up and seemed to be unreasonable. They didn’t try to understand the real situation and all they do is protecting their co-workers. Also, when I tried to talk to Jenny, she over talked me and didn’t let me finish my sentence. After that she didn’t want to deal with us anymore, she said that “ you guys made me upset, I’m upset and I’m sorry so my friends will assist you after this”. All I can say that she has zero customer service ,and should not be working as a customer service. Even I love this matcha so much, I will not give this cafe business anymore plus not referring to my friends. It’s very unpleasant to come here this morning and totally ruined my mood for today. Moreover, she didn’t put the matcha powder into my matcha drink. This is very unprofessional and totally lower the standard of La La Land cafe. “Jenny” should be well-trained more and more patient when talking with customers. If everyone at La La Land acts like Jenny, the business might be...

I visited this location with friends yesterday and I was excited to try this spot because I usually go to the Calabasas one. Every time I’ve gone to Calabasas location, I’ve always been greeted well and staff is very welcoming. I thought I would get the same treatment at the Westlake location but I was wrong. I paid $20 for a drink including tip and for me to wait 30 mins at the pickup spot and to see everyone who ordered their drink after me get theirs was alarming. The girl at the pick up spot never once acknowledged how long I had been waiting until I asked her if my drink was almost done. She asked for my name and she looked confused as if my order never came through. I even checked my bank statements to see if I did get charged and I did. She was not the friendliest and I almost felt like I was inconveniently bothering her which is crazy to think since I paid for a $20 drink including tip and I’m met with hostility. As they were making my drink, I was getting a topper for my cup that they had out at the counter. At the calabasas location you can freely take one, so I assumed that this was the case at this location. I picked up a topper and the young woman tells me that’s not for customers to touch so I put it back down nervously and she proceeds to tell me “well you can take it now since you touched it.” At this point I told her I don’t know which one I touched and she gave me a passive aggressive “it’s ok”. Again, the energy was intense and I felt like I was bothering her. My friend even noticed and I was very disappointed. I left feeling out of place and regretful for purchasing at this location. I understand that I shouldn’t have taken topper but there was no sign indicating for ‘employees only’ or ‘please don’t touch’ so I genuinely didn’t know I wasn’t a supposed take one.Unfortunately, I will not be returning to this location and I hope...

So happy with today’s service this morning. Usually I feel out of place, it’s trendy and hip and don’t always get the best service. It’s always super busy when I’ve gone so I always expect for a wait and for staff to be busy. Today I was pleasantly surprised with how all the staff was. I was worried it would be extremely busy and expected staff to not have the best attitude since it’s their birthday 50% off on the app today, but they were all smiles. I ordered on the app (a chai latte & gf avocado toast). Usually the food comes out after drinks but when I arrived my food was there but no drink. I noticed there was another order with the same name that I originally thought was mine but when I read it, it was someone else’s order just the same name. I waited around as I knew it would be busy with the 50% off and I have also worked in a fast paced bakery so I wanted to give a little time and wait around. I waited another 15 mins and realized the other Danielle may have picked up my drink instead of hers so I asked them if they were still making mine since it was 20 mins from my pick up time. We realized someone else did pick it up by mistake. They immediately made me a new drink and even a near by Barista made a mistake on another order and offered me that drink as well which I shared with my mom. This interaction really changed my mind for the better for this place. And the drinks were all delicious! Bonus points for also having gluten free avocado toast which is so yummy! I will definitely be coming...