Hi Nikita, thank you for your review 🙏. Standard tapioca cooking batches on the market is 3-4 hours, we had improved our cooking process to make tapioca in smaller batches and overlaying time between batches reduced down to 1 hour. This improvement has helped us producing soft tapioca for longer and no food waste (at all), that's already better than the market's standard. We'll advise our colleagues to pay attention more on the tapioca quality to avoid the experience like yours. We're sorry that the ice-level didn't meet your request. Perhaps the smaller ice cubes slipped through the pouring jug whilst our colleagues making the drink and didn't notice it.