Zac I.
Yelp
I have been patronizing Fat Straw since 2006 (they opened, I believe in 2005). It is a lovely place to hang out with friends and the teas and boba have always been of consistent quality. The interior is quite nice with a cozy "back room" and a raised front section where you can bask in the envy of passing pedestrians while sucking up boba in a biodegradable straw. However, it bugs me that I've been going there for 14 years and I don't think the owner has ever recognized me, nor have any of the staff.
I started going to Boba Dawg a few blocks west on Hawthorne and Gus (pronounced GUH), the owner, now pretty much knows my life story, **because he asks". So I stopped going to Fat Straw, even though the interior of Fat Straw is much nicer. I think the tea is better at Boba Dawg and the cups made of a thicker plastic and I feel welcome there. More importantly, I feel recognized.
Yesterday, on the way back from a bike ride, I stopped at Fat Straw because it was convenient. We were surprised that the original milk teas with boba tasted likely they hardly had any tea in them. When I got home, I called them. An employee answered and said, "I'm sorry. We're actually closed." which is a personal pet peeve of mine. (Why answer if you are not open?) When I said that we just purchased two drinks and that they tasted weak as if there was hardly any tea, what do you think she said? "I'm sorry. Come back by and we'll make it right!" Not a chance. "Hmm. We've never had that complaint before," was her response, which sort of just left me standing out in left field with my phone in hand.
I'm sorry that I won't be going back to Fat Straw anytime soon. I don't want a refund or retribution or anything. Just to be recognized as a loyal customer and not as a total stranger. If the tea was good, I would be tempted, but the tea was not good and there are three other places less than a 1/2 mile nearby with much better tea and actual human interaction that does not resemble the courtesy of a fast-food drive-through window.
That said, the tea at Fat Straw, while not as socks-blowing as The Brew Dr. or even quite the match for Boba Dawg, is still better than many places I've patronized and maybe they were having a bad day. But neither the owner nor the staff has ever cultivated an relationship with me to feel obligated to give them a second chance.