To the owner of Well Tea (Richmond),

I would like to inform you of the downright offensive and utterly disgusting behavior of your staff and “manager”. (The manager in question was working tonight, on March 29, 2011, at 11pm if that helps to identify him.) I was astounded at his complete lack of customer service and disregard for the reputation of your establishment. Our issue stemmed from the minimum charge per customer policy but escalated to a loud and unnecessary argument in front of other customers. Having expressed our feelings about the policy we said we understood and reluctantly ordered a milk tea to go. We were told that the drink would be ready in three minutes and more than five minutes later the drink had not been made. I asked if it was ready yet and the manager told me that it had already been given to me. He consulted with about five other workers and they eventually came to the agreement that no one had made the drink. This infuriated me. After having already expressed our feelings about the lack of customer service and the manager’s rude behavior, he still had the audacity to tell me, “Well, it’s not my job to make the drinks so I didn’t know that they didn’t make it.”

Specifically, here are some of the ways your manager displayed his lack of customer service: (a) being rude to a group of customers who were already unimpressed with your policy, (b) attempting to answer the telephone while still in conversation with us, stopping only when we asked him not to, (c) making no attempt to apologize for having forgotten our drink after forcing us to buy one, (d) blaming the other staff for the drink having not been made and not taking the initiative to ensure that it would be made, (e) ignoring us and speaking to a waitress while we were still speaking to him.

I haven’t had any problems of this magnitude with Well Tea in the past. In fact, until today, it was one of my preferred bubble tea restaurants. But I assure you, I will never return as long as that rude and obscene manager is still employed there. For your sake, I sincerely hope that this was a onetime occurrence because if this is the way he treats every customer he has a disagreement with, you will surely have lost many customers.