Tropical Smoothie Cafe — Restaurant in Maryland

This is my second time at that location and the last time; never going back to that location. The smoothie was very watery and had no taste. I complained about it and stated that the other location where I purchase the same smoothie serves it a little thicker. Employee Kevin (who initially claim to be the manager) responded rudely: "well maybe next time you should go back to that other location and purchase the smoothie there". This was extremely disrespectful. I asked for a manager and Kevin first claimed to be him, which I knew he was lying. After probing further I learnt that the manager was not there and that his name is Sam (which I will have to confirm). Kevin proceeded to tell me to feel free to come back on Monday to talk to Sam if I wanted. I will never go back there. This Kevin employee needs some serious coaching; he lacks skills and training. This franchise needs to get a mystery shopper to visit that location to check on the customer service of the staff that is representing their name

UPDATE (5/11): I got a response from owner with no name; just a broad statement to go on your site to write the complaint. I have made multiple attempts to speak to a manager or owner of this location, to no avail. Comments have been added on my website and as a result, I am now launching a formal investigation on this. I have called the franchise headquarters and was told that they do not have the name of the owner or manager on file, that I just have to keep calling the location and ask to speak to the manager, which I have already done. I would ask that the manager or owner please contact...

I have a “go to” smoothie and sandwich combo that I enjoy from Tropical Smoothie. Whenever I take my daughters to the dentist’s office nearby. However, on my last two visits I have had some uncomfortable experiences at this location. I have accrued a lot of points because of being a frequent customer. I went into the location with my daughters after ordering their lunches online. I decided to use my points to order my sandwich. When I did, the app told me that I already redeemed my points. I said to myself, “that’s okay, I’ll just go to the friendly people at the register and they will correct it. Unfortunately, the lady at the register was shockingly unhelpful. She told me that this happens to a lot of customers and all I simply have to do is wait another 24 hours. I asked to speak to the manager and she refused to call for them. I believe in giving companies a fair chance to show good customer service. I gave them several opportunities and even spoke directly to the lady to say that I wished the customer service was better. I mentioned understanding how franchise systems work and how, being in good service, I also had to solve similar problems…and go above and beyond. I am still hungry but, on principle, I can’t give my money to a business that does not respect me as a customer, but is only transactional. I will not be purchasing from this location again until they improve their service. The Rockville location has great service. I gave this Tech Road location another chance our last visit when my daughter found a long piece of hair in her sandwich, but this was...

Update:

I don't know if they've changed management but this place seems to be headed in the wrong direction.

I've had challenges with a few orders recently which they quickly made right, however, today for some reason they chose not to.

I ordered a Thai chicken salad with no cilantro and jalapeno corn, and received a salad with cilantro and a bag of jalapeno chips. When I drove back to the store to correct it, they told me they did not put cilantro on the salad even though it was clearly visible.

And for whatever reason they felt that it was more important to be right then to retain me as a customer.

Pretty disappointing.

The main staff is very nice and helpful but for some reason management does not seem to be...

Real happy to have this place around!

Early on, they had some growing pains, just like any new business, but they've really stepped up their game and I really enjoy coming here now.

They greet me by name, and are always willing to make things right if there's any sort of error at all!

Great food, great smoothies, well worth it to wait a few minutes if...