As much as I enjoy trying a new tea spot, sometimes a return to the familiar is even better. All week I had looked forward to dropping by Matcha Box, the first tea bar in Los Angeles devoted exclusively to matcha. I am still missing Royal-T in Culver City, where I used to savor the creamiest, most favorable – and thankfully unsweetened – matcha lattes I have ever had. My hope was that Matcha Box would fill that void.
So my friend Jane and I set out for the new spot, located on Third in the trendy stretch between Fairfax and La Cienega. The photos online gave me confidence that this was the real deal – high-quality matcha made to perfection. We arrived about 3:30. According to Google, Matcha Box was open from 11:00 AM to 7:00 PM.
After claiming a parking place just a block away, we scurried over to the shop. The first sign of trouble was seeing the placard that normally sits outside the store peering at us from behind the closed door. However, the business hours were right there on the door and there was no additional communication letting customers know why the door was locked. Had they run out of tea? Had an emergency come up? Then we saw a woman behind the counter at the back of the shop. We waved and shrugged our shoulders. What was up? Could we come in? She looked at us and swept her right hand across her throat. We understood and left.
More than being disappointed that we would not be sampling one of the shop’s signature matcha drinks, we were disappointed in the way in which the woman in the shop chose to handle the situation. Had she taken the time to come to the door and let us know why the store was closed, apologized, and perhaps even given us the promise of a discount upon our return, we would have left satisfied and eager to try again. Given our experience, we are unlikely to go back.
It saddens me that a shop with what is likely a good product might well go under because the owners simply don’t understand good customer service. Here we were, two customers in the hand who had taken the time to come to their shop and were summarily dismissed.
Thankfully, our trip was not for naught. Mama’s Secret Bakery was just a few short blocks away and they were waiting for us with a warm welcome, some delicious kadayif, tasty gözleme, and a mean pot of Turkish tea. Now that’s customer service!
What a drag. I’m wondering if the woman behind the counter was simply a bad employee and not the owner. Not that that is an excuse but sometimes owners aren’t even aware of such experiences by customers. My thought is that perhaps the shop is actually closing. Hard to imagine they would be successful with that degree of customer service. Yes, there could be a simple explanation but it won’t help the 2 customers who will be lost to them.
I think, if it were me, I’d email the owner and let them know of your experience. Perhaps a free matcha will be offered for your efforts, along with a heart felt apology. I guess the icing on the cake was the bakery. All was not lost!
Yes, Michelle, perhaps an email to the business is in order. Thanks for the suggestion.
I so hear you, Erika. In fact, this kind of thing is exactly what I just turned in to the T Ching editor for my post this month. And with all the chains out there small business has to compete with.
Exactly, Diane!
Please keep us posted. Thanks Erika.
Such a disappointment and really handled poorly !
Didn’t realize Royal T had closed! A good place!
Hi Erika,
Alissa here. It was me at the door – the owner and proprietor. Thank you for your interest in Matcha Box – I am sorry we didn’t meet your expectations. I am not exactly sure of the day you decided to come by, but since we opened we had one day where we had to close earlier than usual. That was a Sunday afternoon, the 23rd, the day before your post.
I hope you have a chance to come back and experience what I am known for: authentic quality matcha teas served in both traditional and modern styles. Our most popular menu item is The Hero matcha almond milk latte coupled with a slice of toast with our salted matcha butter. We also serve hand shaken iced teas like The Empress made with fresh lemons and mint. Our almond milk is made fresh locally and we offer a range of matcha teas from very early harvest to more mature end-of-season.
We are a cheerful bunch excited to geek out on matcha tea with you and your readers.
Please introduce yourself and I will happy to make it up to you.
Best, Alissa
Matcha Box
8036 West 3rd St, 90048
Dear Alissa,
Thank you for reaching out and responding to my post. My plan was to contact you directly as well, but you beat me to it. I love matcha – and I love that you responded to my post – so I will indeed make a point of returning to your shop. When I do, I will introduce myself.
Thanks again,
Erika