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| - Whenever I visit Kyoto, I make it a point in my trip to bring back matcha from the Tsujiri at the Kyoto main station branch. From quality to customer service, the Kyoto branch has always exceeded my expectations in providing a world class experience. So imagine my surprise and delight when I found out a Tsujiri would be opening in my city.
This store has been opened for about 2 months now, and my initial impression was how dirty their store was. We visited on a quiet Saturday morning, and while the store was pretty empty (there were only 4-5 customers), there was garbage and napkins on the ground and the area behind the counters were already messy.
The girl at the register was not helpful or friendly. In Japan, customer service focuses on professionalism and courtesy. It's normally not the case where the cashier will chat your ear off, but they will provide assistance and advise if you're unsure of what to order. I'm not expecting the staff at Tsujiri Toronto to perfectly replicate the service from their colleagues across the ocean, but we did not receive a "hello" or even greeting when we approached the register.
There was some miscommunication between the register and the staff who was making our drink. They were complaining to each other in Japanese about who made what mistakes. There were also 5 people behind the counter all doing "busy work." In total, from waiting in line to getting our drink, it took about 15 minutes. All the while, the workers were chatting away in Japanese. Again, I'm not expecting the same level of customer service as the Kyoto branch, but come on.. having a conversation in front of a customer in another language while you're missing that customer's drink is just plain rude.
While we were having our tea, a manager/supervisor comes out and starts criticizing the staff in English in front of the customers. It was very awkward and definitely prompted us to leave.
We ordered a green tea ice cream, and while the product was great, the customer service left a very bad taste in our mouths.
While it is possible to taste high quality green tea food and beverages in Toronto, the terrible service is enough to prevent me from coming back again.
Tsujiri: get your act together! Either fly one of your Japanese branch managers over to train these fools, or send your current Toronto branch manager to Japan to receive proper training.
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