Extremely disappointing and frustrating experience at the Whitesand outlet. I ordered one hot Osmanthus Oolong Tea + Honey (100% honey) and one iced Osmanthus Oolong Tea + Honey (50% honey). However, when my order was ready, I was given two iced drinks instead. I immediately pointed out the mistake and had to wait again while they remade the hot drink. The waiting time was already quite long, but I accepted it because mistakes can happen. After receiving the replacement hot drink, I left the outlet without tasting it on the spot. To be clear, there was also no order/flavour sticker pasted on the cup, so there was no way for me to visually verify whether the correct drink had been prepared. The only way I could possibly have known was to open the drink and taste it immediately. I don’t think it is reasonable to expect a customer to taste-test a replacement drink at the counter just to make sure the staff did not get the order wrong for a second time. I had already highlighted the first mistake and waited extra time for the remake. Naturally, I expected the replacement to be properly prepared and checked before it was handed to me. Unfortunately, when I reached home and finally drank it, I realised THE REPLACEMENT WAS WRONG AGAIN — this time, even the flavour was incorrect. So this is not a matter of me simply “not checking” before leaving. There was nothing on the cup for me to check. Am I expected to taste-test every replacement drink at the counter because I cannot trust that the correct order was made? If I bought 10 drinks do I have to taste all 10 cups on the spot? One mistake is understandable. But getting the same order wrong twice, especially when the second drink was specifically a remake to rectify the first mistake, is unacceptable and shows a serious lack of attention and proper order checking. What makes this even more frustrating is that I now have to incur additional time and transport cost to make another trip back to the Pasir Ris outlet just to address their mistake. This has become a complete waste of my Sunday — first waiting longer because the original order was prepared wrongly, then reaching home only to discover that the replacement was also wrong, and now having to spend even more time and money returning to the outlet to rectify the issue. Sometimes it feels as though some F&B establishments take wrongly prepared takeaway orders lightly because once the customer has left, they assume the customer will probably find it too troublesome to return and simply let the matter go. Sorry, but that is not acceptable to me. A customer leaving the outlet does not make the mistake acceptable, nor should the inconvenience and cost of rectifying the shop’s mistake be pushed back onto the customer. I paid for a specific drink and even gave the outlet the opportunity to correct the initial mistake. The very least I expected was for the replacement drink to be properly checked before being handed to me. Customers should not have to repeatedly spend their own time and money rectifying mistakes that could have been prevented with a simple check before serving the order. Very disappointing experience, and I expect the outlet to take responsibility for this rather than expecting the customer to bear the inconvenience caused by repeated mistakes.

I have been a customer at white sands Chicha for awhile now, and i have to commend a part timer named Yu Qing for being so polite and professional at her job. She was able to converse well and showed a positive attitude towards her customers. Thank you for your service 🫡

Ordered 2 cup from chi cha and found bug on both cup as shown. Item was sealed when delivering, so having to found this is really affecting the experience. Will avoid for the future

The staff were very patient in answering my questions and even gave thoughtful recommendations, explaining about their ITI award which makes their tea truly special. The tea itself is excellent with smooth, fragrant and clearly of high quality.

Waited 20 minutes for my drink… staff there kept telling me they had 15 delivery orders before me but repeatedly saying this to customers is not professional service. And not a single word of apologising after making me wait in the heat? These staff don’t know how to prioritise work when overwhelmed- you can’t make one drink first? The other delivery orders weren’t even being picked up yet. Now you have drink orders that are melting and somebody like me that has to wait 20 minutes…