Roxanne Robles
941 East 59th Avenue
Vancouver, BC, V5X 1Y6
November 22, 2020
Chatime Langara
6361 Cambie Street
Vancouver, BC, V5Z 3B2
Subject: Incorrect Order Delivered
Dear Chatime Customer Service Team,
Last Friday on November 20, 2020, I placed an order (order #123456) at your Langara location, purchasing a Large Pearl Milk Tea. Upon delivery, I was disappointed to find that my drink was missing it’s pearls. I have enclosed a photo for proof that no pearls were in my drink. As it is indicated in the name and since I usually order this drink, I know that pearls should be included. The drink itself was good as usual but I was still expecting the pearls that I paid for.
Most of my experiences at your stores have been pleasant and I am sure that your staff does excellent work. But this experience has not been up to par. I was hoping to enjoy some good bubble tea but I was missing the essential part of the product, which is the bubbles/pearls. As stated on your website, I am providing my feedback based on this experience so that does not happen again. I would truly appreciate it if I could receive a refund for this disappointing error. Thank you.
Sincerely,
Roxanne Robles
Enclosure: Proof of product received for order #123456
Chatime Langara
6361 Cambie Street
Vancouver, BC, V5Z 3B2
Roxanne Robles
941 East 59th Avenue
Vancouver, BC, V5X 1Y6
Dear Ms. Robles,
Thank you for your recent feedback about your experience at our store. Chatime prides itself with the quality of our drinks and we are sorry that you did not have a pleasant experience with us by receiving the incorrect order.
Based on our order history, you did in fact place an order on November 19 for a Pearl Milk Tea, which should in fact have pearls. We have investigated the issue and It seemed this particular location was very busy during the time that you order was placed. In addition to your order, there were a lot more orders placed and so, this could have led to your drink being incorrectly made. We understand that this was a mistake on our part, and we should have been more careful that our drinks are made correctly. With that being said, we would like to offer you a full refund and a $10 gift card that can be used at any of our locations.
Thank you for reaching out and bringing this to our attention. We will take this into consideration moving forward and hope that you continue ordering from us. Customer satisfaction and product quality are very important to us, so we appreciate your feedback.
If you have any additional questions or further feedback, please do not hesitate to contact us.
Sincerely,
Chatime Customer Service Team
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