Tropical Smoothie Cafe — Restaurant in Melbourne

I have gone to this place about 50 times since moving to Melbourne in 2021. But I have to say: the last time I went, they officially lost my business. Over the years, I have had a few one-off experiences— once or twice, my food has burnt or my smoothie was incorrect— but usually it was fine. I always order ahead because I waited in line ONCE and realized how horrible their customer service and waittimes were and neverrr again. The second to last time I ordered, I arrive, get my food, drive home- and the food is ice cold in the middle. The entire meal, like it was never heated up. But this latest time was insanely bad. I ordered on a Saturday at 3pm. I order ahead, pay, arrive to the location and there is a sign on the door that they are closed for the day. I look inside, there are workers just at the counter. So, I called. I watch as my phone call is ignored 5 times consecutively by the women running the counter. Finally, as I bang on their door, I am told that they are closed because they are understaffed. I said I’d like a refund then (btw they were open 15 mins earlier when I called and placed my order??). They told me I would have to come the next day in person to the location for my refund. And then promptly hung up. I stood there and called back as the workers inside blatantly laughed and ignored me and stood at the counter....

I placed an order online for delivery today for 3 smoothies. 2 of my 3 smoothies were correct. My smoothie was wrong! I ordered a Peanut Butter Paradise. It is simply Peanut Butter & Bananas. My smoothie was Chocolate! Really People? Chocolate???

I called the local store and told them that I had received the wrong smoothie. They were unapologetic and told me to file a report online. I was also told that a new smoothie would be delivered. So.... That DID NOT HAPPEN! I even called the corporate number and was told that my complaint would be sent to upper management. I asked if I would be receiving a call or an email regarding the resolution. They did not have an answer for me and he kept repeating to me that my complaint had been sent to management.

So here I am... out $40 and no smoothie to drink! This place is a joke! They get a big fat 0 in customer service!

Any when the owner replies to this review, Please don't bother posting the link (https://bit.ly/37hBUr4). I already filled out my complaint without any resolution! I strongly suggest you educate your employees in customer service basics and give them the proper tools to ensure all guests...

I love the food and smoothies here and I usually order online when im at work. I guess you can only get good service when you order online! I went in today with the intentions to buy 4 smoothies and 2 more for my kids. I was dressed kind of sloppy because we were going to the beach. ..so may e i was being judged, who knows. I waited at the counter for over 5 minutes, a few employees knew i was waiting. A blonde girl with pink streaks in her hair came out to deliver a order for the people sitting behind me on a bench. She looked at me and didnt say a word and walked right back to the back. I stood there for one more minute or so then decided to leave. I sat in that parking lot and ordered ONLINE at the OTHER tropical smoothie all the way by the college on Wickham Rd instead, because WHY should I bother giving business to someone that is to busy to say Hi ill be with you in a minute , then go about what needs to be done. If she would have atleast acknowledged me waiting I would have...