Tropical Smoothie Cafe — Restaurant in Little Rock

Tom whom this may concern:

Yesterday evening, I decided to eat at this location since it was a new location. I went through the drive-thru to order my food. Once I reached the window to pay, the cashier looked at me through the window, I smiled at her -ready to pay for my food- and she just turned her head and began conversing with someone in the background that I could not see (unbeknownst to me, it would be the "manager" ; I use the term VERY loosely). I waited almost 5 minutes just for the cashier at the drive-thru window to "greet". Once she did "greet me", all that was said was "$6.65". I was, then, immediately, annoyed, but I went ahead to hand her my money only for her to close the window on me. You want to know how that could occur as she just told me my price and I went to hand her the money? Oh, it's because she was still conversing in the background; unconcerned about taking care of the customer. Obviously, at this point, she could see I was not that thrilled. But did she apologize, no, she ROLLED HER EYES AT ME not once, but TWICE because she overheard me telling my sister, who I was on the phone with, that I probably won't be back to this location. As the cashier handed me my change back, she threw my change at me from the window. She, then, proceeded to hand me my food and was NOT going to tell me "Thank you", "have a good day", or anything along those lines. She just started to close the window, again. I, immediately, told her I wanted to speak to her manager. She looked confused and I told her, "You've been rude to me this entire time I've been out here. You did not speak to me, you rolled your eyes at me and threw my change at me. And not once did you ever apologize for the wait or anything. Then, you just shoved my food out the window and still had nothing to say as long as I've waited? ... Yes, I need your manager."

She went to "get the manager" and was told to tell me "she was cooking right now"; AKA, she wasn't coming. Oh really? She I politely parked in the drive-thru and held it up until she came to the window. After waiting almost 10 minutes (yes!! She had the drive-thru backed up that long because she didn't want to do her job as the manager and talk to an unhappy customer), I had to, finally, get out of the car - still parked in the drive-thru - and walk inside. There were 2 other customers inside at the time, but no one was at the counter. I stood there, and the "manager" tried to just had me a large amount of food (never spoke to me either). I, obviously, refused the food which confused her. She asked was I not the one who ordered the food. I told her "No, I'm in the drive-thru". She said, "Yes, this is yours then." I said, "No, I have been waiting to speak with you about how rude she (pointing to the cashier) was to me, but I was told you were too busy cooking food to even come to the window to even appease me; let alone show you are concerned about an unhappy customer...?" To my surprise, and dismay, the "manager" began to laugh. I said, "Do you find this funny?" She said, "No ma'am. Talk to me and tell me what's wrong." I said, "Well I'm trying to, but you laughing in my face as I'm speaking is not working for me." She began to laugh more. I told her to just forget it because her actions are showing me why her employee acts the way she does. I asked d for corporate's number to contact since no one at that location was willing to even address the situation; let alone take it serious.

I'm not sure who the owner is at this location, but whomever vetted their employees did a TERRIBLE job. They should really reconsider who works for them. Because, after ALL of that, I got home only to see that my Chipotle Chicken Club Flatbread that I ordered without Romaine and Tomatoes (I'm allergic to tomatoes by the way), had BOTH Romaine and Tomatoes on it.

The names of the employees that I was given are below (but they could have lied to me):

Manager: 221 Brooke W Cashier: Jay Location: 16900 Chenal Parkway, #100, Little...

**Updating my previous review from one star to three. The head manager contacted me to apologize. The story she was told at first was not at all what or why I was there, and that the shift manager I had encountered indeed handled my situation completely wrong and She wanted to keep good on their original promise. I went back in the store and met her, she was kind and went out of her way to ensure my service was satisfactory and the food was great! Side note- I ordered the Avacadalada(sp?) this time and let me just say that thing is close to heaven! Sooo so good! Better service from her for sure! It was my impression that because this location is newer they are still training employees lower and higher up. Excellence is a priority from any establishment but be sure to show a bit of grace. And being in customer service myself, if you didn't have a good experience, let the management know. Generally you are valued as a customer and they want your business, especially when they know you can go somewhere else! Much better this time. Thank you for ensuring my experience at your location was left on a better note! I'll be back again! Thanks Tiffany!

Previous review: Terrible service here and they messed up my order the first time I went. Went back a second time today to have my order remade, since they told me they would after calling the day I ordered (a few days ago) and realizing my order was made incorrect. I tried to call ahead but they didnt answer the phone. I called 5 minutes then 1-2 minutes before pulling up to find 3 people behind the counter and 3 people sitting at one table in their large dining room. When after speaking with the manager who was there, she told me she wasnt the official manager and couldn't do what they promised, and remake my order. I said ok and I asked her why the phone wasn't answered, I'd just called to try to verify someone would be there to help me but no one answered, to which She told me they were busy. I looked around the room and said but there are 3 people in the store and she said our drive thru is busy and we were busy, I said ok but your dining room is still almost empty, then she got upset (more less offended when she should have just said "I'm sorry that happened, at the time we had...." then proceeded to have an attitude with me about getting upset and yelling at her. Well ok, 😐 I never yelled at you, upset well sure, this is a little ridiculous. She called her manager to see if she could "help me" but I could overhear her and it seemed more like she just wanted to cover her butt and say I yelled at her. The managers card was sitting right there, so I decided just to call manager Tiffany myself since manager Stephanie wasn't going to help me. Just upsetting in every way. I work in customer service also so most the time an apology and valid reason works wonders when you deal with any problems related to customer service. We'll see if Tiffany the store manager will contact me or attempts to make right why I even went to the store in the first place- having my order made completely wrong. 😕

Answering the phone is part of customer service too. If your really busy, ask them to hold. Apologize to your customers instead of arguing with them. You are your best product- don't ever let a customer...

I have had multiple issues with this tropical smoothie.

1st time: Was given a quesadilla with chicken on it. Gave me a credit for another one.

2nd time: Went back for my correct Quesdilla, the manager forgot to cut the grill in and told me it will only take a few seconds. Well 40 minutes later grill still not ready.

3rd time: Was handed the wrong smoothie by the manager. Caught it in time just to see it was someone else’s. The manager told me I didn’t have an order. She didn’t look at the computer to see that my order had came in.

4th time: Added energizer to my smoothie and it was not blended correctly, tasted horrible. I didn’t waste my time to complain as it was too early to complain.

5th time: This morning I picked up the wrong online order as the persons order was the same as mines. It was a huge mistake on my part. I called to let them know and was talked to like I was a criminal. I was told my order was still there and I could get that order. Well, I work far away. I was then told that I should have looked at the receipt like everyone else. Welp! My smoothie was there and I was told that my order didn’t come in until 45 minutes after which I know was a lie because I ordered it at 5am this morning. Instead of placing the blame on your customers, just take responsibility, and say (it happens, it can be fixed ), that’s customer service, real with it! To the individual who had there food taken. I’m very sorry. My smoothie was with the food.

I will never come here again. This was my 5th straw. I wish I could...