Auntie Anne's — Restaurant in Mehlville

Terrible product they're trying to serve paying customers and even worse customer service. This was a wild and disheartening experience of a place I have been patronizing for many years. Witnessing the decline is just really sad. I purchased an original salted pretzel today at about 4:25 pm. I waited about 10 minutes for a "fresh" pretzel. After tearing a piece from the bag and tasting it, I immediately was like oh no, sad face. I then pull the whole pretzel out and saw that it was burnt and about half the size in width that they used to be. I walk back to the store front, wait patiently in line, while I'm waiting other ppl in front of me leave the line. I tell the person at the register that I received a burnt pretzel and would like a refund. The employee making the pretzels walks over pulls it out of the bag, looks at it, makes a face, and says that they will have to go get the manager, I say that's fine no problem I will wait. Another person I'm assuming is the manager goes behind the counter, I explain the issue she says okay, meanwhile she is on the phone, actually all of the employees I spoke with were on phones, and not the same one. She tells me I cannot have a refund, because there is a piece missing I said yes that's how I know it doesn't taste good, mind you only a small piece is missing. She gives me the bag back while saying I can't get a refund, I said well he touched this one now, the other employee who first looked at it and agrees that the pretzel is not up to par and looks burnt. She said she would give me a new one, I said that's fine but didn't want the ones in the display (3) because they looked just the same one even worse. Someone gets behind me in line, I'm watching the person whose making the pretzels touch their phone then the dough all with the same gloves, I say don't worry about it just give me the corporate number. She has someone on the phone telling them what's going on, they're telling her what to say, and tell her there's no number to give me and to put her on speaker phone and take the phone to me, I can hear it all because she was already on speaker phone. She tells me I can't get a refund because part of it was eaten I then explain the same thing to her, I ask if there is a corporate number, she says no they are a franchise and that she's the highest person, there's no one else to talk to and all emails go to her and then refused to give me her name but called herself the general manager. Sorry this was so long but wanted to be thorough in my experience because this was such a negative experience and was handled very unprofessionally. I would like to know who else I can speak to because this is not the first time I have received less than quality food from this location over the past 2 years but it's just seems to be even worse now. 3 people in total left the line during my return after the issue. And another displeased as to how they witnessed that be handle. I remained calm the entire time despite my frustration and just left...

(Update) 5 star

I tried this location about six weeks later. There were two employees working. We had no waiting and no problems. I ordered two cups of pretzels as they looked hot and ready. The store looked clean and ready. Great experience again here. Thank you!

(Update) two star

I tried this location two weeks later. It looked more functional, I’m hoping my email to Auntie Annie’s worked. The crew was busy and I was helped quickly. The “lead” person I encountered before was not present. I was also hoping other people from two weeks ago, who experienced what I did, reported their experiences too. I read previous reviews before I sent mine two weeks ago and I was surprised how long the issues went on. After a much better experience this time, I will try this location again. It’s improved. Thank you.

(2 weeks ago) one star

This location is TRASH. If anything closes in this mall next, it should be this location. Obviously managed by a “lead” who doesn’t understand time management VS sales. This place was staffed more than McDonalds. Five or six employees in view and the “lead person”would not sell ANY of the 15 cups of Pretzels in the heated display case because she wanted to FILL the case first. Quoted as saying “doesn’t want to get behind”. YOU ARE LOSING SALES. Besides the “lead”, the other employees looked petrified to make a move unless authorized by this “lead”. Your store is here for us, not the other way around. If you’re not ready to open! Change your hours! I hope she leads this place to close. In the past, this location does have employees that were better off at certain 99 cent taco joint. They are mouthy and no customer interaction skills. Good bye to once a great pretzel location. Times have definitely changed. Poorly managed and the owner should be ashamed. Actually Turns away sales! Amazing! Have the day you...

2/13/2022 2:08pm.

I ordered a 1 pepperoni pretzel, 2 original pretzel, 1 sweet almond pretzel, 1 cup of mini hot dog pretzels and large lemonade. Was going to be 20 minute wait for the mini hot pretzels, OK no problem.

I initially walked away with 2 originals and pepperoni pretzels and waited at the dining tables for about 15 mins.

Walked back waited a few minutes and picked up the rest of my order, sweet almond, mini hot dogs and large lemonade. Only received the pretzels. I asked for the large lemonade was told (with quite an Attitude) "I gave you your drink!"

I simply said "No ma'am I just received the first bag of pretzels"

Proceeds to tell me "I have you your drink with your food" while frustratingly going to the drink fountain.

I avoid confrontation like the plague, I said "No you didn't" and I walked away. I will not put up with such rudeness.

If you have cameras installed, take a look at them.

I will not be back to...