Tropical Smoothie Cafe — Restaurant in Lawrence

Wish I could give a zero. I came here for an açaí bowl for my daughter who is very sick and this is all she wanted: I paid, waited (in the store that SMELLS, for the record) only to be told they HAD NO AÇAÍ BOWLS!! I asked for a coupon or gift card to make up for the hassle and they just stared at me. Then, I left and realized I didn’t get a refund!! I went in and again they stared at me— they didn’t know how to do a refund!! I explained that they would need to call their manager. They did. The manager said I would need to come by tomorrow at 9am. I DO NOT LIVE HERE!! Can you believe that. Again- they were stumped but decided they could give me the bowl in a cup but it would “take a little longer”. What?! That is the issue? Oh my.

Then the one they gave me was TINY- you know, because it is 1/2 the 24 ounce cup. They had not ever made a bowl in a cup so they weren’t sure of the measurements— truly, this is unreal!

They called the manager.

The manager came in and offered a refund- but if so, she would take the tiny açaí cup. Which was the whole reason I came- I needed this to feed someone! Someone who is sick! She assured me that the product in this tiny was what you would get in a bowl- which, in her defense may be the case—- but that is another issue, I suppose :-) (I am not a $12 açaí bowl person) if it were me I would have offered something- a complementary item, coupon, some thing to show gratitude for the hassle this was.

What a mess! I truly have never encountered such a situation— and I have been on the is planer for more than a few years.

I do hope that this interaction can be a lesson for the children working there— customer service really does matter. And remember, everyone you encounter has their own story and own journey. And, when you work at a restaurant make sure you know how to do a refund or offer alternatives if you can’t provide the product the customer paid for! i also hope that someone can train the staff to do refunds, and also the power of an apology and timely communication with...

Ordered two CHEESE quesadillas, a açaí berry boost and a jetty junior. waited in parking lot for 15 minutes just for a woman to walk out with one of our smoothies. Walked back in and got the rest of our order, and asked for the lady making the smoothies to remake ours and she was on it. Walked back to our car and saw the quesadillas were filled with weird meat and peppers. Asked the lady making the food to remake them to a CHEESE quesadilla(s) and handed her two quesadillas and she gave them back. Headed to the car and opened the quesadillas to realize there was chicken. Headed back inside again, but fed up and asked for a refund. The guy at the cash register who was the manager offered to remake them, and when we requested a refund AGAIN he admitted to us he didn’t know how to give a refund but it would only be a few minutes. Got the quesadillas and went to the car. You’re probably thinking, why didn’t we check the quesadillas inside? There was a school basketball team in there as well as regular customers. The building was packed, and there was barely any seating spots. The quesadillas in the pictures were what we received. We were beyond pissed, as someone already stole our smoothie and the quesadillas had to be remade twice. Went STRAIGHT back inside and asked for a refund. again. We showed him the quesadillas, and he asked “what is wrong with it?” The “quesadilla” is literally sprinkled cheese on a tortilla… he said he could not do a refund and said he would remake it “the right way”. We finally received our CHEESE quesadillas after 45 minutes of back and forth. The manager looked frustrated with the situation as well. Still no refund. Won’t be coming back...

I've been to this smoothie Cafe twice the first time. The service was so horrible. The girl did not ask what my side was. She didn't smile. She didn't greet me and neither did the one that was making the smoothies. I had to ask for my side and the girl said something under her breath to her manager. Standing right in front of me !!!!! Not a whole lot of customer service here. Second time the food came up first when asked about my smoothie after sitting for 3 minutes. When I asked where my smoothie was she said,"I'm sorry about that and continued making everyone elses order. I continued to wait another 4 minutes. The manager had no idea what was going on, in total I asked three times how long it was going to be on my smoothie. I won't come back, although I will visit them in other cities. I've never had an experience like this at this establishment before.The kale salad that I received today was horrible, when I got home and opened my order, it was the worst thing I've ever seen in my life. It looked as though they cooked the kale. I will absolutely never return to this store...