Tea Monster

Dear Jim,I hope this message finds you well. I am the owner of Tea Monster, I wish to express my deepest apologies for the unpleasant experience you had at our store yesterday.Upon receiving your feedback, I immediately talked to our employee to understand what transpired. I was in the store and showed them your message. One of the employees explained that there was a communication misunderstanding. She said that she never assumed you thought she couldn't understand English. She explained that she was focused on preparing multiple food orders at the time, which resulted in a slow reaction to your request. She also mentioned that she was dealing with personal issues within her family earlier yesterday morning, which affected her state of mind upon returning to work. She still felt herself stuck in the situation with the family issue from earlier. She feels deeply sorry about that and asked me to convey her heartfelt apologies to you. She is also saddened by the one-star review it brought to the store . She is a dedicated and hardworking member of our team, so I took the opportunity to educate her on the importance of customer service and comforted her regarding what happened to her personal family issue that morning. She is a young lady. I will continue to help her grow and provide her with more opportunities to practice.On behalf of Tea Monster, I extend my sincerest apologies to you for the negative experience you had yesterday. We will take the necessary steps to ensure that such incidents are addressed and prevented in the future.Once again, I apologize for any inconvenience you experienced, and I sincerely hope that you will give us another opportunity to serve you in the future. If you have any further concerns or feedback, please do not hesitate to reach out to me directly.Thank you for your understanding and continued support.Warm regards,Tea Monster

Dear Kiro,Thank you for taking the time to share your feedback. We are sorry that your experience at our tea shop did not meet your expectations. Firstly, we want to address your concerns regarding the location of our shop in the basement of the mall, when you said," What can you expect from a bubble tea shop in a mall?!' it really upset me. Please do not judging a tea shop in a basement as not good. Are all our hard work of the team and efforts for nothing just because we opened the tea shop in the basement of a mall?My husband and I opened this shop during the pandemic year and endured many tough times. We received tremendous support from our customers, which encouraged us to persevere and not give up. Our tea supply is exclusively sourced from Taiwan. I vividly recall the meticulous process of selecting a tea factory. We sampled various teas repeatedly until we decided to invest in higher-cost options to ensure the best quality. If you've met my husband, the one who insists on making tea by himself in the store, or spoken to him, you'll know how dedicated he is to the quality and flavor of our teas. As we are not a franchise tea shop, it means we have complete control over our quality standards, and each tea on our menu is meticulously curated by him. We appreciate you sharing your thoughts and feedback and want to assure you that we take every tea seriously. We respond thoughtfully to most of customer review, and please you don't judge us solely because we're located in the basement of a mall.I understand that everyone has different tastes, and I apologize that one of our drinks did not meet your expectations. However, I'd like to express that it seems unfair to judge our entire shop based on one beverage you didn't like. Your comment, 'do not buy any bubble tea there,' after you tried one drink. Considering the effort put in by our entire team, I find this statement unjust. We come from China, and while I don't know your ethnicity, But as Chinese individuals, we strive to work even harder here. I respect your preferences, but I hope that one negative experience doesn't overshadow the efforts of all of us. Regarding the specific drink you mentioned, our Mango Jasmine Tea with Coconut Jelly does not contain any rose flavoring. We are sorry if there was any confusion, and we appreciate you bringing this to our attention. We do have lots of repeat customers for this drink, but It might not every customer like Coconut Jelly, it did remind me some of the tea shop they prefer to let customers to customize their topping instead of mix topping by ourselves. I will bring this idea to my team and thank you.Please feel free to contact me any time if you have more questions. please reach me at:[email protected]. And We are sorry again that your experience at our tea shop did not meet your expectations. We hope to have the opportunity to serve you again in the future.Thank you.Tea Monster