Wow. Their customer service has seriously gone down. And this is because of the co-owner? Or at least that's who it appeared to be. A woman cashing me out wearing jeans with her hair tied up. I went in with one person ahead of me in line and when it was my turn, I asked for a #1 no ice, and then asked that for my point redemption, if it would be regular or large. She said regular and that I would have to pay an upgrade fee. She then said it would be $1.20? At least that's what I heard, and I asked why, since I was only upgrading to a large. She said "you want tapioca don't you?" UM #1 comes with tapioca already??? So I said this and then she charged me appropriately the 55 cent upgrade fee. She didn't update on the computer that it was a large though, so I asked and she said it was fine. I then waited for my drink, and as there was only one person making the bbt, I understood the wait time (which was about 5 minutes). I was watching the woman cash the customer after me too and she was very antsy, as if she just wanted us all to get out of the establishment already. The customer asked for a red pocket because they ordered two drinks and there is an annual red pocket promotion if you purchase two drinks. The woman then sternly said "no because you got one drink half off". Maybe "not to be combined with other promotions" should be mentioned on their main Chatime site so customers don't go wasting money on a second drink for the chinese new year promo then. When I was driving out of the plaza, that's also when I noticed there was ice in my drink when I said NO ICE. Maybe slow down and relax so you can get your orders right?