I am writing to express my extreme dissatisfaction with the service I received at your establishment today. Before placing my order, I specifically confirmed with your staff that a large drink could be split into two smaller cups for my children. Despite their verbal agreement, the execution was entirely unacceptable.
The staff displayed a complete lack of basic service standards and common sense. Instead of mixing the drink in a standard cup before splitting it, they poured the concentrated strawberry syrup (ton of it), ice and boba into one cup and plain milk (no ice) with one scoop of syrup (after I pointed out that all the syrup is in the other cup.
Furthermore, I overheard a staff member instructing the person preparing the drink in Mandarin to "not fill up both cups," despite the fact that I was paying for the full volume of a large drink. Even after I addressed them in Mandarin to point out that one cup was purely syrup and the other was plain milk, they refused to correct the mistake and handed me two undrinkable cups.
I have ordered split cups many times at other establishments like Happy Lemon, where they manage this simple request perfectly (and I don't mind paying extra for split cups). The level of incompetence and intentional poor service I witnessed today was shocking.
I strongly suggest management review the video footage of this transaction. It clearly shows the staff's incompetence to provide the product as promised. Because the item provided was not what was paid for, I will be disputing this charge with my bank. I expect a formal response regarding how this situation will be rectified and how your staff will be trained to avoid such ridiculous errors in the future. read more