I normally don't leave negative reviews, but after several experiences over time, I felt it was…read moreimportant to share my feedback.
I've been coming here once or twice a week for quite some time, and I usually order the same drink. Most of the time I place a mobile order because I want to minimize my wait, especially before class. Unfortunately, I've frequently arrived after my 45-minute class only to find that my drink hasn't even been started, despite placing my order about an hour in advance. This defeats the purpose of mobile ordering. Even when ordering in person and being the only customer in the store, I've waited around 20 minutes for a single drink.
The most concerning experience happened recently when I found multiple pieces of hair in my drink. At first, I assumed it was my own hair, but my hair is long and very dark, while the hairs in the drink were short and light brown. My friend and I both noticed it. As I continued drinking, I kept finding more hair. In total, I removed five pieces, with additional hairs stuck along the inside of the cup that I was able to see and retrieve with my straw. It was extremely unsettling.
When I approached the counter, I politely asked for my drink to be remade and even apologized for the inconvenience. There were two employees working at the time, and the only response I received was, "Oh, okay." There was no apology, concern, or acknowledgment of how unacceptable the situation was. It left me feeling as though this wasn't taken seriously. My friend's drink was also made incorrectly, but she chose not to ask for a remake because there was already a line forming, and she didn't want to cause additional inconvenience.
Unfortunately, the customer service has consistently been disappointing. Employees often don't acknowledge customers waiting at the register. On multiple occasions, my friends and I have stood waiting while staff remained in the back room on their phones. In one instance, I made eye contact with an employee while waiting at the register, but instead of greeting us or letting us know what was happening, she walked away. About 15 minutes later, she returned and explained that she had gone on break or to the restroom and had forgotten to tell us. It was frustrating because she had clearly seen us waiting before leaving.
These repeated experiences have honestly made me reconsider tipping. I believe tipping is a way to recognize good service, but it's difficult to feel comfortable doing so when the service is consistently unfriendly, customers are left waiting without communication, and drinks take an unusually long time to prepare. There have been several occasions where employees disappear into the back for extended periods before returning to make drinks, and their demeanor often makes customers feel like placing an order is an inconvenience.
I genuinely enjoy the drinks here, which is why I've continued coming back despite these issues. However, I hope management takes this feedback seriously, as better communication, improved customer service, and greater attention to quality would make a significant difference.
