Rita's Italian Ice & Frozen Custard — Restaurant in Chesapeake

Visited this location earlier today in which I purchased two items. Upon going into my Rita's app I noticed that I had a coupon for a free small frozen coffee. I returned back to use the coupon however was advised that they were out of vanilla ice to make the frozen coffee. I spoke with the team lead (Katrina) asking if she could substitute the free small frozen coffee with a small gelati or something else. She said she could not and proceeded to be very unsolution oriented and advised me that it wasn't her fault that I had waited a month to use the coupon. Her statement was extremely RUDE. I advised her that I hadn't noticed it until earlier today and asked her "how was it my fault that I am visiting an frozen ice/custard establishment but you all are running out of products? "

I have supported this location for 12 years and if this horrible experience isn't resolved, this business nor any other Rita's that is owed by this owner will never receive my support again.

I would think that the daughter of the owner would have been more customer friendly than she was. She could have even called her Dad who is the owner to consult what options she could extend however her failure to do so mirrored her consistent lack of customer service.

Additionally, the fact that Katrina wouldn't sub the coupon for a different product was concerning since the woman in front of me ordered an ice coffee but because the coupon wouldn't scan she told her that she was "alright." Not sure how Katrina could tell me that she couldn't sub the small frozen coffee since everything had to be accounted for but was willing to not worry about scanning the coupon of the lady that was in front of me?

Hoping to remove and replace this review once this concern has...

Unfortunately this location has really gone downhill. We went two weeks ago, inside dining area is still roped off with no access to restrooms to wash hands before eating. Floors extremely sticky and dirty. Kids still love Rita’s, so it is what it is. We downloaded the app for the “first week of Spring,” and went on Friday- two days before the promotion ended. We were told by the associate working there that their location doesn’t honor the promotion being offered from corporate (isn’t that the point of being a franchise?), and they only offered the free promotion on the first day of Spring. Rita’s corporate made such a huge deal this year about it running all week, we were in no hurry to get there on the first day. Had we known, we would have gone on the first day too. But, since we were there already with excited children and it clearly wasn’t the associates fault (she was getting lots of angry customers after telling them the same thing as she told us), we ordered anyway. Twenty bucks later, we went out into the cold to eat. After being loyal Rita’s customers for many years, we won’t be returning in the future. The customer service, promotions and quality control at this location...

We found out about this place a week or so ago and tried it out. We thought it was great. We had family in town this week and were excited to take them there. All 7 of us ordered Gelatis. Everything was great until our 18-year-old daughter found a plastic wrapper in the bottom of her Gelati. She was disgusted and threw it away, saying she never wants to go there again. My wife told the two girls working there. They didn't acknowledge it or even apologize. We left and came home. We called back and spoke to the manager, Mark. He denied it happened, said he "watched video footage and didn't see anything," and said it wasn't possible. We will NEVER go to this place again, which is a shame because we thought we had found our new favorite place. It's a real shame how poor customer service and bad management can ruin a nice place. A simple apology or offer to make it right would have...