Pretzel Pretzel — Restaurant in Mehlville

On 11/6/2021, my fiancé and I went to pick up the scheduled order for my mother in law she had placed 2 days prior. Upon arrival at 5:30, we were told our order had accidentally been given our for a DoorDash order. When hearing this news, we were obviously very disappointed because Pretzel Pretzel has been a staple for every party since they opened. They had no more nuggets prepared since they were closing soon, and no one offered to make us new ones to replace our order. I have worked in restaurants since I turned 16 and am always very respectful when it comes to restaurant workers. I know what they go through on a daily basis. It was dissapointing to leave without our order, given we had company coming over and nothing to feed them, but we urealized that this was just a mistake so we politely took the $15 gift card they offered us, and ensured we would be back after leaving the establishment. When we got home, my mother in law had called pretzel pretzel to confirm what had happened. She was told that the manager had intentionally given our order to DoorDash and told the cashier to give us the $15 giftcard. This was pre-planned. We were upset about this, but the story doesn’t end there. After hearing this news, my mother in law made a Facebook post about how bad our experience had been. I admit, she may have been a little harsh. This post gained a lot of attraction very quickly. The owners of this company commented on the post, claiming that I was rude and disrespectful, and “laughed at the young employee as he printed out our gift card”. Keep in mind my restaurant experience and customer service experience. This post taken down by the admin of the page. During this time, the owners of Pretzel Pretzel had screenshotted her post, and proceeded to post her post (name and all) on their OWN FACEBOOK PAGE. Hundreds of people are currently reacting to this post. Comments defending my MIL are being taken down by the pretzel pretzel owners and the peoples comments threatening us and our families safety and integrity are being left up. We are not able to defend ourselves in this situation what so ever. I pride myself on being a nice person, but situations like this make me wish I had handled the situation differently.

To sum up this post, we are long time customers of pretzel pretzel and our food was intentionally given to a DoorDash order with permission from the owners. We are being lied about and threatened on Facebook all over an order of pretzel nuggets. I know it sounds insane. However, here are some of my own screenshots (with the names crossed off).

Edit: I am the only one to have called the establishment in my family, and I was not rude to the employee not would I EVER cuss someone out. The manager heard me out and politely ensured me that they would pass my message along to the owners as I had requested. I thanked him greatly and said goodbye. Yet another lie being told against us. Worst ownership of a business I have ever encountered. I am ashamed to have ever given money to...

Long story short. We ordered pretzel nuggets 2 days before we were suppose to pick them up. When we went in to go pick them up we were told that you guys intentionally gave our order away to a DoorDash order and to just give us a $15 gift card. How is a gift card suppose to feed our company? A call would have been nice so that we didn’t have to go to you’re store and waste our time. Then as we made a post on Facebook about what happened, you guys decide to screenshot it, keep my mother’s name in it, and lie to your customers about what really happened. It’s completely unprofessional and and you should know as a business owner that the customers are always right. I hope this doesn’t happen to any of your future customers.

Yet another lie again. I listened to the phone call and and it was a respectful conversation so that we could try to get to the bottom of this....

We love this place! This visit was a bit crazy. We ordered a couple of combos with 25 additional pretzels, customers after us were getting there soft pretzels and they had us wait longer than quoted. I asked what was happening and was told, the people that received their pretzels before us was on their "backs". I heard the employees tell everyone they were in the oven and times they would have to wait, yet they placed orders and began asking where their pretzels were. So out of frustration the kid was giving everyone orders out of order. They kid with glasses needs to learn how to wash his hands after touching his face and hair. I watched him on 5 occasions touch and them glove. You have to wash before you touch the gloves to...