Tropical Smoothie Cafe — Restaurant in Maryland

I was trying to add a weekly treat to my kids swim lessons as he was not wanting to go anymore. I hoped this would be our go to treat, but even before we actually received anything their customer service has us going elsewhere! After looking forward to his smoothie all day, my kid started running a fever an hour before class. Decided to get smoothies anyway (from Dunkirk store) and tried to order on my phone. Somehow my phone order defaulted to the Prince Frederick store and I didn't notice. Showed up at Dunkirk and found out my error. Dunkirk staff were not worried about it and said to call PF, they would refund my order. I called, staff said she would have to run it by owner - I should have known better. Two days later I get a call back saying they aren't refunding my $20+ order because they had already made it when I called from the Dunkirk store. Needless to say, I was furious - what happened to customer service? I told the staff I would never try their establishment again and hung up. Seriously, I would have driven the 15/20 minutes to PF to pick up the order - and what about our $2 in edible straws - I guess I have to assume they threw those out for no reason too? I know it was my mistake and I should have double checked that I successfully changed the pick up location, but just wow. I called back after I somewhat calmed down and come to learn that the Dunkirk location and PF location are not affiliated - I guess I was supposed to know that? - and the only message the staff was concerned with relaying to her boss was that Dunkirk staff told me I should get a refund if I called PF. The message I got - I can go the long way and pick up smoothies from the Dunkirk store who apparently understands what customer service is and the PF location will not benefit from our $21 weekly treats (and misc treats over the next 15 years my kid is growing up)....GO TO DUNKIRK!

Update- I provided feedback as requested through the website and got to most insulting response - they make the online orders “in good faith” and that there “was no communication from (me) until much later”…wow. Just wow. I called them 24 minutes after placing my order - at which time they said they would have the owner/manager refund my order - THEY took TWO days to tell me they were not. Wow. I acted “in good faith” that they would refund my order and reordered at Dunkirk. Just wow. A new customer makes a mistake and this is how they behave? GO TO DUNKIRK or...

I usually enjoy Tropical Smoothie, but this particular location was disappointing. The moment I walked in, I was hit with a weird, smelly stench that made me question if I should even stay. Then, the person who appeared to be the manager—only one wearing a collared shirt, looked to be in his 40s—took my order. Let me just say, he reeked of cigarettes and had the most unpleasant attitude I’ve experienced in a long time.

After placing my order, I waited an unreasonably long time for both my food and smoothie. It looked like only three people were working, and honestly, it showed. The only redeeming part of my visit was the smoothie—it was delicious, clearly made by a younger woman who seemed to actually care about her job. The food, however, came out a bit disheveled and thrown together, though it still tasted fine.

I love Tropical Smoothie as a brand, but this location? Never again. Absolutely not up...

I bought a smoothie that I didn't like at all, and instead of offering a complimentary refill, the staff actually wanted to charge me for a replacement. I barely touched it, and it’s unacceptable to force customers to pay for a drink they don’t enjoy. This experience highlighted a serious issue with their customer service. I left the drink at the counter for her to try herself. It's crucial for this establishment to train its staff to consult with their managers in similar situations to ensure customer satisfaction. If someone tries a drink for the first time and finds it unpalatable, it should not be the customer's responsibility to bear the cost. This is basic customer service. I shouldn't have to argue about a simple request, especially with a...