Tropical Smoothie Cafe — Restaurant in Madison Heights

I have been to this location three times all at about roughly the same time. I purchased coupons to use at this location from a school fundraiser. I announced I had a coupon at the drivethru speaker all three visit during ordering. The first visit when I reached the window handed them the coupon the person couldn't ring it, a supervisor was called over I was told I wasn't able to use the coupon because it was happy hour and the smoothies were already 50% off despite my coupon being buy a sandwich get a free smoothie, so I just paid for it . The second time, the same thing happened however this supervisor did something and accepted my coupon. So I decided I could go today and maybe the first time was a fluke. However when the employee couldn't get my coupon to work. This time a manager or possibly the franchisee as (she refer to the location as her store) was called she was rude immediately. She said the same thing as the first time, she was dismissive and short like I had wronged her by coming through the drivethru during her shift. Despite her immediate brisk treatment I told her, about both prior experiences and said I have my receipt as the scanned them into the app for points. She said she wanted to see the receipt when they accepted the coupon and I tried to bring it up. I made the mistake of asking how to bring up my purchase history on the app to which she said the wouldn't accept it from the app, despite me initially saying it was on the app. I said I wasn't getting to get the food, she thrusted my stuff at me and shut the window. I pulled away and into a parking spot and called the same store to ask for district manager number, same person picks up, still pissed, ask why and when I told her to talk about my experience said they don't have out the number and I'd have to call corporate she said she don't have access to the number at the moment and I should use Google, I then asked for her name but she hung up the phone. Like really? So I called back and asked for her name and her, still acting like Judge Rudy woke up on the wrong side of the bed, did tell me her name, spelled it then hung up again.

Each time the drivethru employees were kind and polite, even when I asked for a moment or if I changed something, I was treated with kindness. However the manager person I dealt with today was spewing with rudeness before I even interacted with her. I didn't even match her brisk short behavior by 1/16. Yeah I got it did irritated and it definitely bothered me however I wasn't even mean to her, I really was just questioning the inconsistency of policy. No one time did any drive-thru employee that rung me up let me know that it was happy hour and that the smoothies were 50% off or that the coupon could be use. It's as if management does it make them aware of the policies nor the promotions. I hope whatever she's going through for her to act like that in a customer facing business and being in management, possibly ownership of a restaurant improves for hers because that ain't it and I won't be back because that immediate negativity has no place...

Disappointed in the Madison Heights location...

I visit the Tropical Smoothie location in Novi often on lunch break at work (1-2 times/week) and have been overly satisfied on each visit. As for the location in Madison Heights, unfortunately I cannot day the same...

I’ve visited twice now at the 12 mile location and my order has been incorrect both times. I usually place my order online and pick it up to eat at home, so it’s usually too late to go back and notify the staff of the incorrect order.

In the first instance, there were extra items in my wrap - luckily I’m not a picky eater, but this could be a major quality control issue if/when food allergies are involved.

The second time, my wrap which was supposed to contain a romaine, spinich and kale greens blend (among other ingredients), was entirely composed of romaine lettuce. This might seem like a “snobbish complaint”, but at that point the ingredients that WERE in my order emulated those of a grilled chicken wrap from McDonalds. When you pay a slight premium to eat at these types of places, you expect to have ingredients that are a step up from other cheaper food places.

Both of the orders mentioned above were also with “extra chicken”. I bring this up because both of the wraps from the Madison Heights location were smaller with this “extra chicken” than any of the wraps I’ve received at other Tropical smoothie locations without the $1.50 extra chicken add on item.

With concerns around visible quality, you might start to wonder what else they’re skimping out on at this location. For example; if you order a smoothie with a supplement in it (vitamins, or protein etc), what’s to say they’ve even addded the non-visible supplement if they’re cutting corners on VISIBLE items?

I’ll reiterate though, overall my experiences at Tropical Smoothie have been great, I’d just advise avoiding of the 12 mile Madison Heights location. I’m disappointed since I usually visit frequently in Novi and I was excited when I found this location closer to home for me - this excitement was quickly met with dissappointment.

P.S. When you enter the address in a GPS, the directions (in this case google maps) take you to the wrong location - the directions have you arriving on the SOUTH side of 12 mile when in reality the establishment is located on the NORTH side of 12 mile. I’m not sure if this is due to the address not being correct on...

I was told to wait once I pulled to the speaker which was fine cause I needed time to look over the menu and pick my order. When she was ready to take my order I asked for another moment she replied "take your time," not a whole minute later I said I was ready just for her to tell me to wait again. Finally I orderd and pulled around to the first window where I waited somewhere between 5 and 7 minutes with no one coming to the window at all however a few employees continued to walk right past the window. I assumed they weren't using that window so I pulled to the second one where they had a piece of half rolled up paper written in black marker that read "if you didn't pay go back to the other window". In my opinion that is very unprofessional because if employees were in their place I wouldn't have pulled up in the first place cause you would have been there to greet me or tell me to wait before pulling ahead. So I reversed in drive thru thankfully there was no car behind me. After doing so I waited a few more minutes before I was greeted by a friendly polite young woman. Then proceeding to the next widow I waited again, I received my smoothie, waited again then finally got my sandwich. In all I was the only car in drive thru and probably had a full total experience time of 15 minutes maybe more. The customer service wasn't too bad but it could use some work from the two employees that presented me with my smoothie...