Tropical Smoothie Cafe — Restaurant in Florida

Resolution Provided by Malorie (10/15/2024) I want to start by recognizing Malorie for her outstanding professionalism and willingness to resolve the issue. On October 15, 2024, she personally assisted me in-store. Although she was unable to process a refund, she sincerely apologized and offered an alternative solution, saying, “Hello, I am sorry I am unable to refund you, but I can get you the drinks and make it right.” Her helpful and positive approach completely turned the situation around. I truly appreciate her effort to resolve the issue with care and professionalism.

Original Issue: Poor Customer Service on 10/13/2024 On October 13, 2024, I visited the Tropical Smoothie Cafe at Durban Park for an online order totaling $14.86. Upon arrival at 7:05 PM, I encountered a manager named “Jay,” whose unprofessional and dismissive attitude made for a very poor experience. Without greeting me, she flatly asked, “What happened?” in a monotone voice. I was then informed that they had run out of sugar and wouldn’t have more until 8 PM. When I asked about a gift card or some form of compensation, she dismissed my request, saying, “I just walked into my shift, and this is what I found,” showing no concern for the issue at hand.

I offered to return in 30 minutes, but her dismissive tone continued as she said, “I just sent him to get the sugar, and he won’t be back until 8 PM.” Her attitude felt uncaring, and her overall behavior was highly unprofessional. Later, when I called the store after failing to get a refund through the app, her apology felt insincere, especially when she said, “All other clients never complain, it’s just you.” After I mentioned escalating the issue to corporate and my credit card company, she still didn’t attempt to find a solution, simply saying, “Call corporate or come get it later.”

In conclusion, I’m grateful to Malorie for stepping in and professionally resolving the situation. Her willingness to make things right, even without offering a refund, greatly improved my overall experience. Thank...

Nice location, the food quality is on par with every other Tropical Smoothie that I have been too, however the staff seems to need more training. I ordered a flat bread, kale apple slaw and a bottled water. After the employee handed me my bag of food, I mentioned that I was missing the bottled water. He proceeded to go behind the counter and ask around, and apparently they were all out of water. No big deal at all, it happens, so I was completely OK with them being out. However, another employee approached me and said, "Sorry, we are out of water, he's going to give you a water cup". I said, "OK but I paid $2.00 for a bottled water". He then says, "Yeah, but it's still water you are getting". Yes, technically I was still offered water, but when people pay for a bottled water, that's what they typically expect to receive, not a cup of water from the tap. I just left since I realized at that point I wasn't going to get him to be able to see that ordering a bottled water is different than just being given a cup of water. This location and the employees are still new and mistakes happen, so I just wanted to provide feedback so things can be improved for future customers. You may want to give this location a few more weeks to work the kinks out before you pay...

The employees are very nice. I have been ordering the same thing from tropical smoothie for 5 years now. Buffalo chicken wrap with extra chicken. It is always packed with chicken and it’s delicious. I have been coming to this location for three years now and they always serve it the same way, never had a problem. Today my wrap barely had any chicken, even though I order it with extra ckn. I went in and the manager had the audacity to say that last time they just did not follow the portion guidelines and that’s why I got more ckn. She very nicely said she can remake it but that it will look the same. I HAVE BEEN ORDERING THIS FOR 5 YEARS, THIS HAS NEVER HAPPENED. I have never had a sad looking wrap like this. I never write negative reviews, but today this was my breakfast at 3:40 pm because I had a busy day at work and I was looking forward to eat my wrap how I usually get it and I was very disappointed. I told her that if it was going to look the same I would not waste her time, even though I wasted my time and money. As you can see in the picture there is barely any chicken, it is mostly lettuce and tomatoes.In conclusion, don’t order extra protein because you’re not getting it, in this location they are controlling portions in a...