Auntie Anne's — Restaurant in Fort Worth

Hello,

I’d like to report a disappointing experience I had at your store involving an employee named Dustin, who stated he is the assistant manager.

After receiving my drink, I remained in the drive-thru to taste it before driving off. Upon trying it, I immediately noticed it tasted very bitter and wasn’t made correctly. I politely informed the staff and asked if it could be remade. Dustin responded by saying I would have to be charged again, despite the fact that I hadn’t left the window and was the only customer in line the entire time.

I calmly explained my concern, emphasized that I hadn’t left the drive-thru, and reiterated that good customer service typically means making things right when something isn’t satisfactory. I even asked if I could speak to someone else, but Dustin was dismissive, unhelpful, and extremely rude.

I’ve always valued good customer service, and this interaction left me feeling disrespected and unheard. I wasn’t trying to take advantage—I just wanted a drink I could enjoy, and I was still at the window when I brought up the issue.

I hope you’ll take this feedback seriously and look into the situation. Customers deserve to be treated with courtesy, especially when they’re being respectful.

Thank you...

Can’t speak for the food but as others have mentioned, but the service is horrendous. We went a few days ago and tried to order a pretzel but were told that they were temporarily closed. We tried again this evening and were the only car in line at the drive through. We placed our order and paid at 7:07. Never once did the employee mention that our order was going to take 30 minutes to prepare. We only ordered 2 pretzel bites and a lemonade. After taking our payment and providing us with our lemonade, the employees walked around filling the case at the front of the store with cups of pretzel bites but never brought our order to us. We sat there watching the drive thru line get longer and longer and none of the employees would even acknowledge us. Finally around 7:30, we saw a man who appeared to be the manager walk out, my husband frantically started waving his hands to get the guys attention. At that point, we asked for a refund and left. The manager offered to give us our food in addition to the refund but we were so disgusted after having to wait almost 30 minutes that we declined and went to...

No wonder this place has 1.9 average when I’m writing this Sat at the drive thru window while they have 0 other customers for 2 pretzels. Sat at the drive thru window for 10 minutes while 3 employees and who I found out was the owner ignored me even though making eye contact with me numerous times all of them I proceeded to park and go inside The little girl at the counter had 0 remorse for their actions and stated the food wasn’t even ready yet no one said I’d have a long wait Oh and this whole time a male employee was playing with his beard! I leave because whoever this remorseless little girl lied to me stating the owner left which was false as I called the store after going to the back where she said she left from and both cars that were there when I entered the drive thru we’re still there! Supposedly it was the owner that answered the phone I don’t believe that for one second either sounded like the little girl at the counter! Still 0 remorse for their actions and then the phone goes silent No one tried to make it right at any stage the encounter They do not deserve to be...