V L.
Yelp
From the perspective of food quality only, they are top notch and comparable to (or should I say even exceed) 85 Degrees' quality. However, their service quality is nowhere close. We made a phone call during the 10% discount period to pre-order a Mother's Day Coconut Taro Cloud cake to be picked up in the morning of the day before Mother's Day. As expected, the lady on the phone wrote down my name, the kind of cake that I pre-ordered and my phone number. I asked whether I had to pay on the phone for the pre-order and she said I would pay when I would pick up the cake. Then when it was the day and time to pick up the cake, I was asked by the staff for the "order number", which I was not given when I called to pre-order. Then the staff asked me whether I paid, and I told her whoever wrote down the order for me on the phone said I would pay when I would pick up instead of instantly. In return, the staff asked me my phone number when I called to make the pre-order, and I gave accordingly. As a result, she checked and told me they still didn't have my pre-order. Thankfully, there was a Coconut Taro Cloud cake in display which they were OK to let me buy it. However, due to "no pre-order", I had to pay in full instead of getting the 10% discount even though I was able to show my iPhone call record. What's more ridiculous is that, on the same day when we were having dinner in the evening, they kept calling me and left me voice message that they were still "waiting for me to pick up my pre-order". Finally, I decided to call them back and when the lady on the other side of the phone told me I "haven't picked up my pre-ordered cake" yet, I had to tell her that I already picked up mine and had to pay in full. She checked with other staffs on her end instantly and confirmed that I had paid for my cake in full rate. She apologized but the damage has already been done!!!
My advice to JJ (not just this location but every location in general): If they have plans to expand their business base, they'd better hire people with much better fluency in English. Those who don't know or are not fluent in Mandarin will have a very hard time communicating with them at least on the phone if not in-store. Besides, they need to make sure every staff knows and executes the same process and procedures for phone orders, because obviously in my case somebody (the pre-order staff on the phone) had a disconnect and missed some steps in the call (e.g., giving me the "order number"). Until they can correct these issues and provide better service quality, their business areas can only be restricted to the Pan-Asian (or particularly Mandarin-speaking) communities only instead of the business success currently enjoyed by 85 Degrees.
