Smoothie King — Restaurant in Houston

Customer service will absolutely make or break a business. I have been going to smoothie king religiously for years. As a business owner myself in tech, I understand the importance of data, knowing your customer and connecting with them to better serve them. I use apps whenever I can in order to give that data to fellow business owners for them to benefit. I have been using the smoothie king app for awhile now. On this day, I place my order via the app and go to pick up my item. As i arrive I notice my order isnt ready so I patiently wait. The person working at the time (Nov 1st, 1:30 pm cst) proceeds to ask me about my order and I show him my order number in the app as well as the email confirmation with the transaction number. He goes to the back and comes back out and advises "your order isnt in my system". I say ok i understand, but here is my confirmation. He goes back to the back again only to come back to tell me the same thing. "Your order isnt in my system". I proceed to give him a few ideas on how to fix the situation such as maybe take a screen capture of my order, write down the order number and reconcile with the app platform provider later or call your manager. He says "I will call my manager as soon as I take care of these customer". No problem. I wait patiently. 4 customers are served in front of me that are walk ins (so much for saving time using the app) and then the room is cleared with just me and him. He proceeds to make online orders. Another customer then walks in and he proceeds to help that person. Its been about 20 mins at this point and I stand up and say "excuse me, but I have been pretty patient and have been waiting for your to call your manager to reconcile the situation" Only to be answered with "Im sorry but your order isnt in the system".

I felt like I was speaking into a robotic teleprompter. A business selling a high margin, non necessity item such as a smoothie should be focused 100% on customer satisfaction and experience. This place completely missed the mark here. The net result, I received no smoothie, I was charged for it, and worst of all, I wasted about 25 minutes of my day sitting around waiting. Management here needs to hire personnel who are focused on the customer experience. They need to do better.

I see that management has responded. I am glad they are monitoring these. However....I did not experience a problem with the app. I was able to place the order. The app was able to charge me and send me a confirmation number. Your personnel experienced problems on their end and they offered no solutions to those problems....thus wasting my time and having...

Ok let me just say I love Smoothie king and there selection is always on point. But my experience at this location was not as good as my experience with the location I frequent by my home. So ordered a Berry Goji Getaway which you can see from my picture. The CSR Hector didn’t ask if I had the app or anything! So I asked if I could get the açaí in one bowl and the fruit in the other(I get this all the time at the location by my home as the fruit can get a bit soggy after a bit of time) So Hector said he didn’t think he could but asked the person in the back and they said NO! So he rings me up and says finish everything on the POS pad, & walks away. Ok so that’s fine but when was waiting for my receipt. A lady came from the back never made eye contact and printed out something and throws away my receipt. When I asked for my receipt she was a bit confused and asked what did I have. Which told her, Hector comes over and says what I ordered & grabs my receipt from the trash and hands it to me! I will not returning to this location as there is also another location two extra minutes away. I’m gonna try...

I have been coming to this location for a while and when one particular employee makes my smoothie it’s always watered down so I usually just get a refund for it and I’m never rude about it but seeing that its reoccurring issue I was a little annoyed about it today asked another employee to remake it for me, he said okay but while in the process of making it he went to the back with the blender cup and it threw me off because I’ve never seen them take the cup to the back while making a smoothie like he could have spit or put anything in it, he brings it back to me and says“ if you don’t like it remember it’s just a smoothie” like obviously, but I have a right to be a little annoyed (not rude) by a reoccurring issue, I pretended like I drank the smoothie, told him it was fine and threw it away immediately because I just...