Tropical Smoothie Cafe — Restaurant in Edinburg

Putting one star as 0 stars is not an option. Food is good when it's made, but management needs training in customer service. TSC app needs update when out of certain food items. The lengthy review has happened to us in somewhat the same fashion at this location 4-5 times in past several months. Employees and management at this location seem to have a "take it or leave it" rude attitude. We ordered via app at 11:42am. App sent message saying our order would be complete 12:30pm. We ordered smoothie, vegan flatbread sandwich, and sweet potato. At 12:30 app said order complete/ready for pick up. Already on the way, I arrive 12:32pm. Only smoothie is ready. Nothing else. I ask about our order. First employee says "we don't have any plant-based protein. What would you like instead?" I said, "We made order at 11:42, that's 45 minutes ago. Why didn't you call to ask this?" Employee answered, "That's not our job, and app doesn't provide us customers' number." and walks away w/ no further explanation. I wait a few minutes watching him and other employees expecting a manager to come and assist. Nothing. I notice typed out on bottom of receipt is my wife's phone number. Ah, a lie perhaps? I wait another minute and then ask another employee, "What is up with my order?" She takes receipt back to other employees to which I assume a manager now comes forward and says, "We don't have any plant-based protein. You need to pick something else." I answered, "The client ordered at 11:42, you had enough time to call to ask customer if they want something else." And manager assuming now that I'm a DoorDash or Food Delivery company, "No! That's not our job to call clients about order replacement, that's your job!" I said, "Excuse me? That customer is my wife and she ordered at 11:42 and now the order is marked as complete, but only the smoothie is made." Manager, "Yep. Your complete order. It's right there!" rudely pointing at just the smoothie, "Now, do you want it or you want a refund?" (All this while she is making a smoothie and not paying full attention to the situation) I said, "No, I would like a full refund." Manager reacting said, "Fine! The refund will be in your wife's app account in 3 days", and pointing at the smoothie, "you can take that." I said, "No it's not complete" and slid it across the counter. Then the manager walks away and another employee asks her a question that I can't hear, yet I hear the managers response, "NO, FCK HIM!! That's not our FCKING job to call customers to repair orders!!!" Hearing this, I reacted naturally to cuss back at her, "No F*ck you" and left without anymore drama. I get home, and my wife calls asking to speak with manager, to which to same woman gets on the phone. My wife explains the situation. Manager (trying to act sweet and innocent) responds, "I'm sorry we don't have any plant-protein. Your husband was very rude to us and unwilling to provide us a way to fix the order." My Wife, "Well, my husband said he did his best to remain calm until he heard you say "No fck him, it's not our fcking job" at him under your breath to another employee, to which he cussed at you in return. If you couldn't complete the order, why did you mark an order as complete letting us know to go pick it up?" Manager (lying and not denying that she cussed at a customer) "The order is complete. It's complete ready to be picked up, and your husband refused to take it. He rudely said to just give a refund." My Wife, "No you don't have what I ordered, and you didn't call to give us a way to correct the order before picking it up and now I have to find something else to get for lunch. Just give me a refund." Manager, "Ok. It will be in your app account in 3 days."

I hope corporate reads and learns the attitude of Edinburg location employees has changed since first opening. They feel unthreatened to cuss at customers. Imagine how they treat true DoorDash employees putting the blame of incorrect or incomplete orders on them.

9/28/21 - As per owners comment... The owner never contacted me to help resolve...

on sunday 11/24 i placed a curbside order at about 10pm i arrived 10 minutes later and parked in the one and curbside parking spot they have right in front of the store, the curbside parking sign said to call the store to let them know you arrived for your order so I tried calling multiple times and I’m not sure if the call was not going through but it would ring and ring and I never got an answer, but the 2 boys(employees) inside the store kept looking in my direction and acting oblivious. i was obviously not parked there for no reason so if you have a curbside order and i’m parked at curbside then put 2 and 2 together but no instead they wanted to keep acting dumb and keep looking my way but never brought my order out. i was getting very irritated because if im ordering curbside it’s obviously because i don’t want to get off my vehicle and go inside that’s what curbside is forrrr but anyway i waited until 2 minutes before closing and got annoyed so pulled out of my parking spot and drove into the drive thru and again I was completely ignored which is incredibly unacceptable i left back home so upset and irritated with no food and had received horrible service if you would even call it that because again i was completely ignored but once i got home I did try to cancel the order but it did not let me. I did use my points for that order so it is unfair that I have to miss out on my food and be at a loss with my points as well this type of service is completely unacceptable. I always give this location the benefit of the doubt because it’s so close to me and I love the food but it’s always disappointing me. i hope I can either get the food I did not receive or get my points back. I did not order much but it’s not about the food it’s more about the way that they behaved, they are getting paid to do a job They clearly do...

Ernesto was very very rude. We went through drive thru this morning and when paying with my debit card the machine would not let me change it to no tip. I asked Ernesto and he said it’s already on “no tip” so I continued to pay. When I got my receipt it showed that a tip was charged so when I tell Ernesto he became very defensive and rude telling me he did not say anything to me about no tip. I did not appreciate his lying so I asked if he could cancel my transaction (after treating me that way I definitely did not want to leave a tip to Ernesto) but said he could not do anything about it. I asked for a manager and said he was the authority but nothing can be done and yes he knew he was rude and didn’t care. He tells me I can call the number on the receipt for any complaints and the managers name is Steve. The principal here is not the tip. It’s about customer service. This is the last time my family and I come to this place. Either their employees are not taught how to treat their customers in a respectful and friendly manner or they...