Minkee C.
Google
I’ve been a customer of Kissaten since it first opened inside the laundromat. Over the years, I’ve watched it grow in popularity, but unfortunately, the quality of service has declined. Today was the first time I left genuinely frustrated.
The shop is now overcrowded with gacha machines, leaving very little space to stand or move comfortably. A single small service window now handles both gacha and drink orders, resulting in long delays—especially when someone places a large gacha order. During my visit, around ten drink orders appeared to be stalled with no visible progress. Several customers voiced their concerns, but the staff seemed largely indifferent.
After waiting for about 15 minutes, we were informed that our drink was unavailable—something that should have been communicated at the time of ordering. No apology or compensation was offered. When we asked for a refund and expressed our frustration, the staff member told us we were “holding her up.” We weren’t given any proof of refund, only a verbal confirmation.
It’s disappointing to see a place I once really enjoyed become so poorly managed. What used to feel welcoming and efficient now feels disorganised and dismissive toward customers.
As for the gachapon machines, they feel questionable at best. My sister visited a few months ago and received the exact same keychain twice in a row—of the least popular character. Recently, I spent £6 on a broken Sanrio toy that didn’t even light up as advertised. It’s hard not to feel that the odds or quality aren’t quite as they should be.
The boba itself is decent but nothing special—certainly not enough to justify the experience or the prices.
Overall, Kissaten remains a cute and aesthetic stop in Soho, but at this point, it’s more style than substance. Sadly, it’s no longer worth the money or the frustration.
