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| - I was very surprised with my extreme disappointment on my experience with the Coco location on Yonge St on the early evening at 6pm on May 27. It is clear that they need to learn from their predecessors like the Scarborough location, who consistently executes fantastic customer service, constantly catering to the demands of all customers to the best of their abilities. Now, I know certain requests cannot be followed through such as asking for less ice in a slush. But I had a very simple request of asking for a little extra lemon juice in the lemon Yakult which was rudely turned down by the cashier, Ann. She said they cannot do that, and I responded by informing that all other Coco locations (Scarborough, Markham, North York and Richmond Hill) allowed it. Again, she said it cannot be done so I let it go and continued with my order for the promotion of buying two top 10 drinks for a free medium bubble tea. Before the transaction was complete, cashier Ann asked if all other locations really allowed that request and I said yes, but that this is the only location that refuses. She then complacently stated that those locations are doing things wrong and are not allowed to adhere to such requests, with a smug smile. At this point, I was getting annoyed but did not say anything. Finally, right before she handed me my drinks, she actually held onto them in the bag which she pulled closer and closer to herself, with a complacent smile and explaining that they have strict recipes they need to follow for audit and QC purposes and that the coming Monday, they will get audited. As she was explaining this, I was getting fed up, requesting to get my drinks, trying to reach for them, but cashier Ann continued her obviously smug smile, pulling the drinks away and refusing to give them to me. As a customer, I do not care the about the reasoning behind her refusal. Coco is one of the very few bubble tea locations that pride themselves on customer service. If this was Chatime, I would not be surprised as they have terrible service. If this was McDonald's, I would not be surprised either. But even McDonald's cater to my customization without any conceitedness. I was already thinking about never coming back to this Coco Yonge location after the first few remarks by cashier Ann, but her last action and smug attitude has made it so much easier for me to never return and inform all those I can to stay away from such horrible service. Furthermore, this location is the only one that does not warmly greet their customers as they walk in. The Scarborough location constantly welcomes all customers that walk in from the door, both in English and Mandarin, and from both the cashiers and bartenders! This crucial customer service step was completely omitted from this location, with the bartenders' long faces, backs to customers and condescending attitude from cashier Ann. This was by far, my worst experience ever at a Coco location and it was so not worth it to go for the promotion. Just an FYI for the readers, I know some people quite well who work at the other Coco locations and they confirmed that my extra lemon juice request was valid and do-able and will not be frowned upon from their inspection, as customer service is their #1 priority. I've also seen the Scarborough location allowing just a little extra bubbles for customers without charging extra. Now THAT is what I call defining great customer service! I would like to end off by warning everyone to stay away from the Yonge location and to go to the best Coco in Toronto - which is the Scarborough store! The managers and owners know what they are doing as they have the best team! They have the best taste, as they cater to your needs as best as they can and they do so, with a friendly attitude! There is one particular employee, Julia, at the Scarborough location that excels to perfection. She is hardworking, fast, accurate, friendly and professional when making drinks, taking orders and attending to kitchen work as it is all clearly visible. Julia truly deserves a raise and promotion! The store would be at an advantage with her as the manager! Everyone should learn from Julia at Coco Scarborough, especially Coco Yonge's cashier Ann. I do not know what was the matter with cashier Ann and her attitude. After all, she is just but a cashier and anyone can easily do that job.
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