Smoothie King — Restaurant in Georgia

I usually don't take time to write reviews of my experiences but since my visit to Smoothie King today was such an example of poor customer service and struck a chord with me, I had to write my comments. First, it was clear that the manager was training her new employees which is completely understandable. However, customers SHOULD NOT have to pay for your employees' mistakes. At bare minimum, my expectation is that a manager should step in, apologize, and help correct the order to the customer's satisfaction. Today, I stopped by to order my usual and asked the cashier to please add in a probiotic enhancer. She repeated it back to me including the probiotic add-in so I thought she understood my order. As I was on my way to pick up my daughter from school, I then asked if there were kid-sized smoothies. I explained that basically all I wanted was strawberries and Greek yogurt. The manager told me they did not have that but I could get the Strawberry Blugurt Blitz and they could subtract off the electrolyte enhancer, multi-vitamin, and other ingredients that were in excess of what I wanted. I was agreeable to that. Then, I was told that it would cost me $1.00 extra for creating this "new" kid smoothie. What?! I asked you for LESS ingredients and was prepared to pay the menu price but instead you want to charge your customer MORE money for LESS ingredients?! Does customer service vs price gauging mean anything to you? But no big deal, I said ok because I still wanted to treat my daughter and just leave at that point. Then, after payment I noticed there was no probiotic added to my receipt per my order. So I asked if the probiotic was even added as I order. To which the girl stated, "Oh no, sorry, I didn't hear you." IF YOU DID NOT HEAR ME, THEN HOW WERE YOU ABLE TO REPEAT MY ORDER BACK TO ME WHEN I PLACED IT INCLUDING THE PROBIOTIC?!!! So the manager tells her she needs to take my cup back and add it in and remix it. Upon receipt finally of my correct order, I was proceeding to walk away and was told by the manager, "Oh she still needs to ring up the extra charge for your probiotic!" SERIOUSLY?! YOUR EMPLOYEE MADE MY ORDER INCORRECTLY, BUT INSTEAD OF GIVING ME THE PROBIOTIC FREE OF CHARGE DUE TO YOUR EMPLOYEE'S MISTAKE, YOU ARE MORE CONCERNED WITH MAKING SURE YOU COLLECT $0.99 FROM ME? I am really thinking twice about going back to this location as it is clear that they lack normal customer service skills and care little about repeat patrons. I am thinking my business would be more appreciated down the road at the Juice Bar or Panera Bread (both have smoothies but way better customer service). I say all this in hopes that it will reach someone in your leadership team who cares about customers. I am not concerned with getting my money back. I just wanted to voice my feedback based upon my experience. Hopefully you will treat other customers better than how I was...

Subject: Formal Complaint Regarding Inadequate Customer Service

Worst customer service ever!!!

I am writing to express my profound dissatisfaction with the service I received at your store recently. On [date], I placed an order online and received a notification that my card was charged, but the order was not processed. In an attempt to resolve the issue, I visited the store and showed the message on the app to an employee named Ishmael. He assured me that he would make the order.

While waiting, another employee named Kennedy called me to the register and informed me that the system indicated I would be refunded within 3-5 business days and that I would need to pay again if I wanted the order. Despite my explanation that the money had already been deducted from my account, Kennedy insisted that I pay again. I requested to speak to the store manager, who, over the phone, identified herself as Yaira. She assured me of a refund, but I was not given a clear explanation for the refund process.

Following this, I placed the order again and paid in person. Ishmael began preparing the order, but after I informed them that I was recording the interaction due to the poor customer service, Kennedy instructed Ishmael to stop. Kennedy stated that he did not feel comfortable processing my order, despite not being the one to make it. He then proceeded with a refund and advised me to reorder through the app once more.

Upon placing my third order, Kennedy informed me that they were out of açaí and that I would be refunded for the bowl. However, I never received my smoothie. I stood at the register, patiently waiting and attempting to resolve the issue over the phone with the manager, who refused to provide her last name or the store’s phone number. Additionally, the phone number on the receipt was disconnected.

As a result, I have placed three orders and have yet to receive a refund for my original online order. I have had to contact Conn County to report this matter as a civil case. The customer service I experienced was unacceptable, and I now have to dispute the payment with my bank for the items I never received.

This incident has caused significant inconvenience, and I am deeply disappointed by the lack of professionalism and consideration shown by your staff. As a regular customer, this experience has compelled me to reconsider patronizing your establishment.

I urge you to address these issues promptly and provide a satisfactory...

I don’t usually do this but today I am because it is very necessary. This morning I encountered the poorest attitude when I walked into Smoothie King to get my smoothie that was ordered online. It was not made correctly at all. When I informed the young lady that it was incorrect her inner disgusting person showed up and showed out. I was then asked “what’s the problem” as if I was wrong for wanting what I paid for to be correct when I arrived or corrected due to being wrong. That nasty employee had the nerve to say “I’m the manager” and that’s why I was the only customer this morning because attitudes like that don’t attract people but good customer service does. When you can’t mix fruits and vegetables right and with a pleasant attitude then you’re doomed with a not so bright future. Perhaps a job with limited human interaction would be a much better place of employment for someone with such a nasty attitude and very poor customer service skills. She can’t manage a business when she can’t manage her own attitude. She made hand gestures to let me know she didn’t want to make my drink over, she spilled it throwing the lid to the blender in the sink, and then yelled for another employee to calm her down because according to her “it was about to be a problem”. Instead of coming down to her level I simply prayed for her attitude to come up to much better level so the next customer can have the pleasure of receiving much better customer service the next time. I decided maintaining my dignity and higher level of employment was worth more to me than to teach that disgusting manager better manners. #outraged...