Tropical Smoothie Cafe — Restaurant in Grand Rapids

I don’t usually leave reviews, but felt the need to after my experience today. Now that I am home and have seen other reviews, I am not the only one that had to experience some of the worse customer service I have ever had from this establishment or others.

I went there to pick up an order for delivery. I checked where they placed deliveries and mine was not there. So, I stood there for about five to ten minutes while three employees in the back were laughing and joking around. There was only one other person in the store, which she eventually went behind the counter. The girl that actually looked like she was working, walked by me numerous times and gave me the side-eye. No hello. No I’ll be right with you. Nothing. Finally, I say something to get their attention, same thing. Walked by without acknowledging me. One employee asked if I have been helped. I said no. I told her the name for the delivery and I was told two more minutes. Since I was the only there, I stood close to the register to wait for my order. What I assume is the manager, and she lived up to the comments about her below, said that the order was placed in the cubbie and tried to mansplain to me how the pick up system works. After waiting for ten minutes and knowing I was waiting for the order and the only person in there, I asked why did someone not hand it to me or say that was mine and ready, i stead of waiting there for five more minutes. After more mansplaining, she became even ruder and hostile instead of apologizing and whatnot.

Then, out of nowhere, she says take his name and he is “banned from the store.” Up until that point, I was calm and explaining my experience. She did not like what I had to say, which was just explaining the situation, and that’s when she tried to “ban me from the store.” After reading all of the other reviews, I see that this is a reoccurring theme. I’m sure the food/smoothies are good (although, I would not trust them touching/making my food), but the customer service is beyond awful. It is basically nonexistent. Would give zero...

I have been disappointed several times at this location. To the point that I won't return now. Every time there is a 20+ minute wait through the drive thru (with 1-2 people ahead of me, at most!). Their staff is rude and unfriendly.

Today I went through, and ordered an Acai Berry Boost smoothie, I understand that they do not have blueberries, that's out of their control, but when I got to the window (after 18 minutes with 2 vehicles ahead of me) the girl opened the window and asked "Jetty Punch?" I told her that is not what I ordered, and she then said "well they ring it up that way because we don't have blueberries" I told her I understood that, but just wanted to make sure I got the right smoothie. She didn't even respond, just slammed the window shut (yes! slammed!) and then after several more minutes, pushed the smoothie out of the window, and slammed it shut. No have a nice day, no thanks for stopping, no ANYTHING after the initial "jetty punch" conversation.

The last time I was there prior to today, there was an insane price increase from previous visits, I asked why, was given a shrug and an "I don't know" to which I asked if I could speak with a manager or get contact info to call later (I didn't want to hold up their line) and she responded "I AM the manager" in a very snarky tone. I asked her what happened with the pricing, if she is a manager, she should have some insight. She just said "don't know".

I understand that staffing is tight everywhere. I used to work in retail/restaurant industry, and I still work in client service to this day. The way that I have been treated at this restaurant the last few times I have gone is unbelievable. I am so incredibly disappointed. Tropical smoothie used to be one of my favorite treats, but if this is their idea of...

8-5. They're ALWAYS sorry as they ignore you in the lobby and push out drive thru orders. Again today arrived 9 minutes after ordering and not only was I ignored it was obvious that the other 2 people waiting for their smoothies in the lobby were as well. 9 minutes of waiting so far and 5 drive thru orders have gone out the window and all 3 of aee still standing here. And another patron came in waited at the register to order for almost 5 minutes. Young guy who's supposed to be making smoothies(I say supposed to because in that almost 10 minutes he'd made 3) finally comes and she starts giving him her order and he tells her no he's there to take a drive thru order. INSTEAD of the woman working the drive thru when he was supposed to be making smoothies. 28 minutes. And the owner wants feedback. Feedback is prioritize ALL orders not just drive thru orders because your boss sees how long those take. Focus on your job not stopping every 2 minutes to go do someone elses AGAIN because you're worried about drive thru times. The young lady waiting next to me said she would NEVER return because she felt like they didn't care about us waiting 20m+.

Another last trip to a Tropical Smoothie Cafe location. Arrived 9 minutes after placing my smoothie order and again it hadn't even been started. But again people who ordered as I walked in received theirs before I got mine.

The staff here has really gone down hill. Slow service and the last order I had hair in my food. Which is easily explained as no one here wears hair or beard coverings. The smoothie didn't really taste like it usually does. Also my food was sitting there and my smoothie hadn't even been started so my smoothie wasn't the only cold thing I got that day. I definitely will be going to another location...