Tropical Smoothie Cafe — Restaurant in Carmel

After a long day working two jobs I wanted a little dinner. Started out strong, quick response from drive thru, Wilson was who took my order, everything was ordered correctly on screen. The payment was also processed by Wilson and was very quick as well. I got my smoothie in a timely fashion and the boy being trained told me to have a good night in which I said thank you, I’m still waiting on food though… I ended up waiting in drive through for 13 minutes with no one checking to let me know food was running behind or anything. A big part of working in the service industry and making sure employees relay information regarding their order so the whole process goes smooth. During these 13 minutes I saw the employees walk by the window more than 6 times, and a group standing where they make the smoothies. Not only that but I could see the smoothie sitting on the counter ready for the car behind me, and no update on my order during this whole time. I then proceeded to let off a light honk to get employee attention since it was dark out and I had already knocked on the window, no one came to the window so I pull around and come inside and let them know that I am very upset that no one is coming to inform or let me know food is running behind, as there were no cars in front of me when I got there… they then informed me that Amber the Lead or manager of day was on line and I could see her making food but not mine I continued to wait and speak to the other employees for another 12 minutes before getting anything close to food. I also asked for a refund as the order was 15.46 and I didn’t receive over half my order in over 20 minutes as it was now 8:24. They failed to give a refund and said the head manager would have to reach out to me tomorrow. Now as for Amber, I am a lead myself in my job and part of your job is to help with customer issues to ensure a better experience. Now it was quiet and not busy nor did she have headphones on so as manger or lead she sound have come over to resolve the issue, but instead when I opened my flatbread it was missing ingredients, I Asked for a chicken chipotle club with no tomato and no bacon and got a flatbread with chipotle sauce and chicken. And that’s all. So I had to go home with no food nor with my money back. I love tropical smoothie but I highly suggest your staffing gets a better training so customers can have a better experience, specifically appointment an employee to MOD or Lead who actually wants to do their job. I will be coming in for the refund as this service was truly unacceptable :( I gave the food back and said if I’m gonna wait 20 minutes for food the least that could be done is that...

Waited 20 minutes in a line in the drive through before going inside, drive through was down and apperently no one knew. Ordered inside and waited even longer, the girls working didn't seem to know what they were doing or who's order was whose. I can't blame them too harshly because they all seemed very new at this, blame management. It was an absolute mess and made me late from my HOUR LONG lunch break. Don't waste your time at this location go literally anywhere else in the area for better service and faster food. Update: went to eat the ceasar wrap I got and there's literally no ceasar dressing in the entire thing so now I'm eating a dry wrap I waited an hour for.

ANOTHER UPDATE: decided to give them another try, maybe they worked out some kinks. Absolutely not. Even worse than my first visit I stood at the counter for about 10 minutes before someone finally popped out the back and said they'd he right with me. About 4 other people are waiting behind me in line at this point and no one has bothered to come back. So about 15 ish minutes are waisted and I haven't even attempted to order anything yet. Gave up and left since no one was working it seemed. At least since I didn't order anything nothing was messed up this time. Not going back, just close for the day if no one is working rather than waste...

I guess I should have read the reviews before going here. Service doesn't change, though they comment on every post. Ordered daughter a strawberry banana shake in drive-through. They said they were out of strawberries. Daughter was ok with strawberry banana pineapple without the strawberries. Continued order with peanut butter, banana chocolate shake. Then wrap and they're out of the sides I want. Ok got a different one. Ordered another meal with a banana. Got to drive through give me the order. They were out of chocolate. Didn't care to tell me until after I paid and received it and whole reason for ordering it. Gave us an extremely brusied apple instead of a banana side. I was fine they were out of items they we worked around it. I'm mad about the items they didn't tell us and expected us to be ok with. Even said they didn't charge us for the partial shake we ordered, but they lied about that too. I'd say you get what you paid for but we paid for what...