We've been to this location starting in the pandemic 2 years ago and have intermittently gone back to give them chance after chance to improve. The customer service and personable nature of their staff is non existent. No matter what we order or when we go, no one greets us, updates us on the status of our pick up order or even makes eye contact. Most of the time they look up from their phone look at my smile and then sit back down on their phone if they've realized I've already paid and am waiting. No words no facial gesture NOTHING.The cute decor does NOT make up for all of your staff seeming actively upset I'm in the shop asking for a product.You're on Mass St and could really knock this out of the park. Please please motivate your staff to do a little friendly or polite behavior. I hate coming into the shop so much I will now drive the extra 12 minutes to go to Presotea, your competitor.I held off on writing this review for years hoping it was just pandemic or staffing issues. I'm now convinced you don't care so neither do I.
First time in - fun atmosphere !Nice variety of options to choose fromSuper excited to have a Taro Milk Tea. RUDELY inform they were outChose a brown sugar option instead. No eye contact, cold customer service. Drink was warm (no ice !) Hard to enjoy on a hot day.We ended up walking to our original destination to grab a cold bubble tea
Horrible customer service, I had ordered lemon galaxy flower tea and they gave me a deep blue flower milk tea. When I tried to talk to them, they yelled and blamed it on me saying I ordered that when I was sure I didn’t I said it multiple times. I would have been fine with a different tea, but when I tried to talk to them, they again were very ignorant. A few days earlier I asked for no strawberry’s in my smoothie because I’m allergic, they very rudely declined. The same day my friend had ordered a different milk tea and she took one sip and it was chunky, it couldn’t have been boba it was ordered with none. Also tables are always very dirty trash is EVERYWHERE, and very sticky. So if you wanna have a bad day go to hi tea.
I tried to come in twice during the first hour of their opening times and both times the doors were locked. I tried to give them the benefit of the doubt and came at a different time. The staff just stared at me and my family from behind the counter after a glance, and they continued chatting away without trying to open the door. I read in a different comment that the doors are sometimes locked when they're refilling tea, but an acknowledgement or note on the door would be nice if that were the case. Or maybe helping us open the door if it is open? If it was unlocked? Anyway, it doesn't seem like an uncommon experience to have a bad interaction with staff here, which is too bad if their boba is good.
Don't buy from this place. Last time I ordered online they tried to scam me out of my money. They said they "didn't have the ingredients" to make my drink and asked me cancel my order. As a restaurant on Grubhub they have the ability to cancel an order, yet they asked me to do instead. They did this because they were aware that if a customer cancels their own order some of the funds still go to the restaurant. Truly sad to see a business like this in Lawrence. They are also extremely rude to their customers sometimes. On a separate occasion I went 5 minutes before they closed and was instantly greeted by "sorry, were closed". Not even a single expression on the cashiers face. They clearly don't understand the value of customers. If you're looking for drinks similar to the ones offered here I would recommend going over to Presotea or Bubblebox instead. The drinks are better and they actually care about their customers.
My fiancée and I have been drinking different variations of bubble tea from numerous locations. Between the sly remarks about their customers, and the low quality of drink I 10/10 do NOT recommend. I don’t like wasting, but I took one drink and trashed it. Definitely at the bottom of the ranking list.
Update- I will have to go back because the refund for my Togo order that was not completed due to them being closed never actually happened. Super frustrating.The product is great however service is so so and their online order system is ineffective.I have attempted multiple times to order pickup and have ran into issues each time with either them being out of what I ordered, not actually open during business hours, and most recently told my 12:45 Togo (that was placed at 11:30am) wouldn’t be ready until 15 mins after the scheduled time.Refund was issued for the Togo order that wasn’t ready, but the unreliability is a major turn off as someone who is on a tight work schedule.Makes me sad Ding closed and there isn’t another option downtown anymore.
I didn’t get my tea. I ordered hot milk boba tea and then waited till after i had paid to tell me they couldn’t make hot milk tea. Then they were staring me down as if I was at fault. I had to walk out without anything because I didn’t want to cause a scene. My $7 all gone. Terrible dishonest business practices with very depressive vibe and a horrible smell. Way better boba businesses in town.
If I could give their customer service -10000 stars I would, this is the 2nd time I ordered drinks from Hitea through door dash pickup. The first time was seamless, our drinks came with boba *no additional cost* when I added it on the notes just to be sure because it was pictured on the item description through door dash menu. I ordered the exact same drink this time around x4 and even mentioned on the notes to add boba and in person while the drinks were getting made but I was ignored. Once all the drinks were made and sealed, I asked “there’s boba in there right?” And was told I needed to pay extra for it. Even after showing them that there was nowhere I could choose to add boba on the app other than writing it out on the special instructions which worked previously. They didn’t want to take the time to remake the drinks or even transfer it to new cups with bob in it. Instead they insisted on putting boba in their smaller cup and I can add boba to my drink at home not to mention pay almost $4 extra for the boba!They clearly care more about the money than making their customers happy. They make it your fault when clearly it is not, they just don’t want to be blamed and called out when they’re the ones who have messed up.Never again will I come back here. There are other places to get boba within walking distance from this place where I’m positive you’ll be treated like a well valued customer.
F1, Lemon Galaxy with pop boba that was a really nice one?