Gia
Google
TERRIBLE, DISRESPECTFUL, DISMISSIVE STAFF (PHOTOS ATTACHED)
I visited the tea house today with my friend (I’m Asian; she’s non-Asian). We were excited to get the passport and attend their grand opening on January 23rd. DISCLAIMER: As a Chinese, I’ve been a fan of this popular Chinese tea house and have introduced several of my American friends to SUPPORT their business. My friends have all loved the drinks.
When I picked up a passport from the counter, the staff member (1st attached photo) SNATCHED it from my hand and told me to “leave it there”, saying they were all samples. I asked where I could get a passport, as I was really looking forward to attending the grand opening. He shrugged and told me I would need to wait for it to be mailed.
I then turned to my friend to confirm, who had received her passport from the SAME location. She told me they had simply given it to her directly. Easy peasy.
So I insisted and asked to speak to another staff because I really wanted the passport and to SUPPORT THEIR BUSINESS for the grand opening . At that point, the staff member ROLLED HIS EYES and led me to the 1st manager (3rd attached photo).
The 1st manager gave me the passport, but with a clearly dismissive attitude. When I reported the rude behavior of the staff member, he said he would “have a talk with him”, but it was more likely that he’d turn around and forget about the whole thing.
I then asked to speak to another manager. PATRICK (2nd attached photo) came over and offered a very generic apology, saying things like “I’m sorry about your bad experience”, but then stated there was “nothing he could do”.
Seriously?? Even without working in customer service myself, I know that meaningful service recovery involves a REAL GESTURE (like offering complementary drinks or reimbursement), not just a diplomatic , pointless apology. And my friend who DOES work in customer service supported this.
When my friend suggested offering a small item (like a tea cake) to resolve the situation, the manager REFUSED.
— It was clear that management did not FORGET to make things right, they INTENTIONALLY CHOSE NOT TO.
Patrick briefly spoke to the rude staff member, but the conversation was quick. The employee returned unapologetic and even looked kind of happy, as if he was enjoying the scene.
When I asked for the staff member’s name, Patrick said he “could not give out personal information”.
All of the evidence strongly suggests that the manager was PROTECTING the employee who behaved inappropriately.
During the argument , some other employees privately told us that this rude guy had DONE THIS TO OTHER CUSTOMERS BEFORE, and that the two managers had also TREARED OTHER STAFF POORLY.
I was clearly not the first victim of their behavior. and likely won’t be the last.
Eventually, Patrick refused to continue the conversation and claimed the situation had “escalated beyond professional.” DUDE. NONE OF THIS WOULD HAVE HAPPENED if you and your staff had acted professionally in the first place.
Because I continued to stand up for myself, the second manager even THREATENED TO CALL SECURITY ON ME, only cuz I walked up to the rude staff and told him what he did was not cool.
Chagee is a Chinese business. As a Chinese myself, I know many Asian customers hesitate to speak up when mistreated, but this behavior is not acceptable.
These three ppl acted like they didn’t give a damn during the argument. But you know what? This is just a START. Me and my friend are BOTH going to expose you three on social media and call & email the corporate.
I will never go back to any Chagee nor recommend it to my friend because of this experience.
Also, these individuals involved should learn to respect customers and take responsibility for their actions.