Tropical Smoothie Cafe — Restaurant in Carrollton

I'm not sure what the issue was when I first picked up my order, but the employee at the counter was not friendly at all. I then had to return to the store to get a refund due to the fact that this location does not answer their phone. Upon returning, the staff were even less friendly than before, as they had a large order that they were preparing with a line of orders behind them. I understood and told the first employee that I would wait for her to finish the orders she needed to make. Then, the second employee came out to ask what I needed. I explained my situation, as polite as I could (seeing that they were very busy) and that employee went on to say that I was wrong about one of the errors in my order, since she had made the food herself. I responded saying that the specific order was not mine, it was for another person in my group, and that I was relaying the information I had. I also expressed concern about the missing chips in my order, to which the employee said that customers were expected to grab their own chips upon pickup. I explained that the other, separate order that I picked up did indeed come with chips and was confused as to why one would have them and the other did not. She said that it was not her fault. I proceeded to ask for a refund, as I was missing a full entree and the staff did not offer to remake it for me. When I asked the employee if everything was good, I was met with severe disrespect, the employee interpreting that I was being rude, when I simply was asking if there was anything else needed for the transaction. As I exited the store, I mistook the same employee for speaking to me when she was speaking to someone else. Confused, I confirmed if everything was still good, to which the first employee asked "what's wrong?” in a rather rude tone. I tried to explain that I had no issue and that everything was solved, and that I just misheard her. I addressed the disrespect, saying that I did not understand why both employees were acting in such a way toward me, to which they both denied that they were acting in such a way. I just agreed, not wanting to have to stay any longer, and left. Being someone who has worked in customer service my entire adult life, I would never treat customers in such a way. I also found it very ironic that there was a sticker on the wall that stated "kind people are our kind of people" when I was not met with any sort of kindness whatsoever in both interactions I had to have today. I will not be ordering again, from this location, or any other TSC location again. The disrespect and hostility was uncalled for and unnecessary, as I was not the only customer in the store at the time who was treated this way. Management needs to do better. These employees need education on customer service.

TL;DR, I was treated badly by the employees here and I will not be returning due to...

UPDATE:

This is an update to my review made two months prior. I apologize for the delay taken to update my review, in accordance with measures taken to resolve my complaint. After I posted my review on Tropical Smoothie business page and BBB, I received a voicemail and follow-up call from the manager personally. They expressed one of the staff present were new and still in training; I acknowledge and understand, as it pertains to the speed of service. Nevertheless, the manager stated I may receive a full refund, and a fresh smoothie made by them personally. I was very pleased with their response to my complaint, and explained I would update my review accordingly; however, I was unable to come in and obtain a newly made smoothie, due to unforeseen circumstances. They then went above and beyond and sent the attached letter and gift card to redeem at a later date. Please see the attached. I cannot express the level of customer service displayed and strongly encourage others who have left complaints, to return and update their reviews if an attempt to resolve their complaint, was addressed like mine. Thank you Tropical Smoothie.

To Whom This May Concern:

Good Afternoon,

I recently visited the Tropical Smoothie Cafe in Carrollton, GA and the experience was less than a memorable one. I placed an order for a strawberry, banana smoothie and the consistency was thick and the flavor was bland. Despite how poor in quality my smoothie was, the speed of service was disappointing. This is by no means the current staffs fault, but management. There are a number of reviews that echo my sentiments of poor quality food and speed of service. This business is short staffed and has a ridiculous policy; because I was dissatisfied with my smoothie, I requested a refund and staff explained they are unable to do so, due to the manager not being present. This is problematic for prospective customers. Though the kind staff apologized for the inconvenience and attempted to resolve the issue. It still left me in disbelief they can keep your money despite the dissatisfaction you have been met by. Horrible business practice, and I’m going to share this experience with the better business...

I worked here for 3 or 4 months as my first job. It was great at first, but after a few pay stubs came in, I noticed that I was not receiving the digital tips that people would give us. I confronted our boss about it and he said it was because we are tipped employees which means that the tips go towards our salary. This would not be true because waitresses and waiters are tipped employees, not someone making smoothies fast food style. I soon quit after learning that my sister who I worked alongside, was not getting paid the full amount she was supposed to be paid. So please, from the bottom of my heart, be patient with the workers there and understand how much they go through. If your smoothie was messed up, if you can, wait until it's slower to ask for it to be remade. I understand if the employee is rude, but a lot of the people I met during my time there were very understanding. Thank you all!

Side note that also ties into tips: IF YOU ARE GOING TO TIP, TIP IN CASH! NOT ON YOUR CARD! We get the cash tips directly and...