Marwa S.
Yelp
I love this place. I love the matcha cafe so much that I made it a point to go like once a month.
They are usually pleasant. There is one person who I believe is an assistant manager that is the only snappy person there. Otherwise they are efficient and really hardworking. I imagine it's hard to hold conversation when it's busy.
I've been here DOZENS and DOZENS of times. I tell everyone about this place. This is one of my favorite spots. Genuinely it's never failed me.
Other than one time when their ice cream was not fresh and genuinely freeze burnt and the ice cream tasted so awful everyone in my party of five wanted to throw up. I suspected the heavy cream was possibly spoiled as well. The normal soft serve was not there. Instead I was met with hard and gross ice cream and even aggressive behavior from the manager (a man) and the woman who was an assistant manager. They tried to genuinely tell me that the ice cream was fine. And they tried mine so they knew it was fine. It was still in my hand. They refused to accommodate me and actually were going to tell me to just not drink it since I didn't enjoy it. They don't do refunds here because it's "never their fault" as spoken by the manager. Eventually, they bartered with me and gave me another drink. It was that or I get nothing back.
I had forgotten about this awful experience until today.
When I was reminded today that when this place drops the ball, they drop it hard.
Seriously 99.9% of the time it's amazing here but it's unfortunately that these 0.01% are so awful that it makes it an impression for a while.
There was a long line today (no biggie) so I tried something. I ordered online. I still waited in line. I had never ordered online and I wanted to make sure I had a spot in line just in case. So I waited until it was my turn to order which I informed the front cashier that I was here for an order. She tells me, we have it and we are still working on it. I then wait. I waited another twenty minutes after I sat down before I saw about four people who came after me get their orders. Now I am confused?
So I stand up and face one of my least favorite experiences and tell the woman at the hand off that I was waiting for my online order.
Before I continue I need to explain something. They knew I was here because after I sat down someone who ordered inside with a similar drink to mine goes up and wanted to make a change to her drink. They go "are you the mobile order who just came in?" I just watched the exchange. She says no I just ordered. That's not my order.
They knew I was here. There is no plausible deniability for ALL of them. The cashier knew and two of three baristas knew. The woman at the hand off didn't.
The handoff woman asks me if I told anyone I was here. I told her I waited in line and told the cashier. She goes well we didn't know. No one told us. I told her that's not true I told the cashier I placed my order and waited in line and when I got up front she told me it wasn't ready yet and they were working on it.
She looks over and says I'm so sorry about that. We will make your drink right away. I turn away and somehow my drink is already done.
Now, that was incredible. She hands me a drink that looks off to me and says I gave you extra ice cream for the wait.
Here's the thing. I, like many others, don't complain or voice concerns for free things. I just wanted my matcha latte float with ube ice cream. I didn't want extra anything. I appreciated the extra ice cream but it wasn't without its cost.
They made my drink so haphazardly that it wasn't good and there was so much ice cream it was like I was eating a large cup of ice cream instead of getting my matcha. If you are not someone who goes regularly, you wouldn't know this but this cafe is incredibly stringy about everything. You ask for no ice, your drink is half full now. They don't give extras. They measure everything. So I know when I tried it and realized there's like no matcha in this, that I got extra ice cream in place of them spending a single minute to make my drink. At this point I had been waiting thirty minutes (outside line and after I sat down), what would have another minute or two down? That wouldn't have placated my anger if I was angry about the wait nor would it have taken back my time.
I don't mind waiting but if you messed up, I deserve my drink being made with the same effort everyone's else drink gets. Not some quick fix thinking I wouldn't notice.
Unfortunately, I will probably still come back because it's great every other time. But this was a failure on all accounts.