Louisa Coffee 路易莎咖啡(台中高鐵門市) 台中高鐵

Today I visited the Louisa inside the Taichung High-Speed Rail station. I can understand the staff's busyness, but there are clearly issues with the order management process. There are self-service kiosks for ordering, so even though there are staff at the counter, they still instruct customers to use the self-service ordering. After using the self-service kiosk, customers receive a number slip and a QR code to check their order progress. There is also a screen to see the status of their meals. When there are a lot of people, it's best to find a place to sit and wait, thinking that you can just use the QR code to track your order progress.

However, the staff rely on manual calling of numbers, and sometimes it's hard to hear clearly. Even when a number is called, the order progress is not updated, which means that if you're not waiting at the counter or don't hear the call, checking the QR code or looking at the screen is not accurate. You might mistakenly think your order isn't ready and waste time waiting.

I only ordered one cold drink and waited for half an hour, continuously monitoring the screen and the order progress page, which still showed "in preparation." People who ordered after me had already left. It wasn't until I sensed something was wrong that I went to the counter to ask, but they were really busy and it was hard to find anyone to ask. Overall, it was a very bad experience.

If you're going to use manual calling of numbers and not update the status in real-time, then just turn off the screen so as not to mislead customers. Not everyone can hear your announcements!