I was excited to see the opening of Jell & Chill in Cupertino Village, and that they were offering a 10% off promotion for their soft opening the other week. I understand that there will be kinks for new openings, and additional patience may be needed, but customer service could use improvement.
Jell & Chill's jelly is made from the plant seeds from "Apple of Peru", which is 100% organic and was used for calming, relaxing, and detoxing in traditional Chinese medicine. They hand make the crystal clear jelly with bubbles in it everyday. Also, they use premium brown sugar for the base and special syrup that is imported from Southwest China. There are zero additives, and the sugar is 100% organic.
I loved that you could pre-order online and schedule a pick-up on their website without additional fees: 39miles.com/p/05315239. For the soft opening, I placed my order the morning of for a pick up at 11:45am on Tuesday. I called them on my drive over since I didn't receive a text confirming that my order was ready, and they told me that the ingredients weren't ready yet. I was asked to come back later in the day, and I confirmed an updated pickup time of 4:30pm. An hour later, I received a confirmation text that my order was ready, and they also called me to let me know. However, I was already back at home and had work meetings scheduled, and I asked them if I could pick up at 4:30 instead, which is the time I thought we had already agreed on. They confirmed that was fine, and that they would remake the dessert at that time.
Fast forward to 4:30pm- I arrive at their shop and my order isn't ready. They started preparing it once I had arrived, since apparently they weren't sure when I was coming? To add insult to injury, their cashier (possibly one of the owners) flagged me over as I was waiting. She proceeded to lecture me about using their online ordering system to select a pick up time in the future. I had to remind her that I DID use their online system, but my order wasn't ready by the selected time and I had to waste time and gas driving back and forth for no reason. Despite this horrible customer service experience, she never apologized for the mix up, or for lecturing a customer over their mistake. Since it was their soft opening, I didn't factor this incident into the rating, which would be 1 star otherwise.
In any case, after waiting about 10 minutes, my order was finally ready. I tried the Mango (Crystal Sugar Base, Bing Fen Jelly, Mango Pomelo Sago, Fresh Mango, Black Sticky Rice Ball, Rice Ball, $8.25 [$6.99/Soft Opening Price] https://www.yelp.com/user_local_photos?select=2MNqGDtCgfkL7IUukkFLTA&userid=76vIFZcC7owykCBjMfGVXg, https://www.yelp.com/user_local_photos?select=8znu2I5VyQK-cceZaqAM4g&userid=76vIFZcC7owykCBjMfGVXg), which was disappointing. I don't like overly sweet desserts, but this actually needed more sugar. It was super bland, and the only flavor was from the fresh mango pieces. The ones that were ripe were delicious, but the majority of pieces were underripe and sour. I did like the soft and smooth texture of the bing fen jelly, but it was too bland. I wouldn't order this dessert again.
With the high prices and mediocre tasting desserts and customer service, I won't be back. At least all staff were wearing masks correctly, and hand sanitizer was available. Both indoor and outdoor seating was available. Parking can be difficult in this plaza during the weekends, but additional parking spots are available in the back of the plaza. read more