Auntie Anne's — Restaurant in North Carolina

My review is not in regards of the staff that helped me yesterday (Tuesday December 3rd, 2024), because they were really good and that’s important to recognize. However my experience is unacceptable made worse by no one reaching out to me.

I placed a catering order on Monday December 2nd, 2024 with Auntie Anne’s at Concord Mills. I had planed to place the order earlier since my event was December 3rd, 2024, however , I called three times in the days leading up to the 2nd and finally went in on that day to speak to someone. I met Savannah at the counter and inquired about placing the order for catering. Savannah said she needed to talk to a manager but later called me and said I should place the order through EZ Cater. I placed the order on Monday afternoon and received confirmation. I again received confirmation on Tuesday morning that the order was confirmed. The order was $359.89 and confirmed for a 6:30 pm pick up on Tuesday December 3rd, 2024.

I arrived at the location 5-10 mins before 6:30 pm and asked about my order. The staff said they didn’t have the order and then later said that they had been told by their manager it was canceled. I showed them the email confirmation I received. From there , they called their manager and assistant manager but both did not respond at all. I asked who was responsible for letting them know there was a catering order and was told it was someone named __. I then asked what the normal procedure for catering and they explained and how it was not followed. By now it was 7 pm , the time my event was to start, and I was trying to problem solve a solution , when I got a call that they did in fact have my order but that I’d have to wait 30 mins to an hour for the order which I agreed to.

At 8:30 pm I left the mall with my order and brought it to my event. I wrote an email after this and have not received a response more than 24 hours later. This is unacceptable. Let me reiterate that all the staff I worked with were fantastic and helpful but management of that store is atrocious and not fulfilling a catering order in a timely manner much less the agreed upon time is horrible business...

Monday, February 10th, 2025 ≈ 1:30 pm Just left the Auntie Anne's counter in Concord Mills mall with NOTHING but disappointment. Had just placed an order and was getting out cash to pay and the cashier said they were not accepting cash today, ALL DAY ~ cards only. I asked her (?) even if I could pay with the EXACT amount of cash and coins would they not accept it and she (?) said no. Drove a long distance to come here specifically for pretzels and am very disappointed. Told her (?) that we won't be back, EVER. Would give a zero star rating if possible. Take your business elsewhere. Asked the cashier for her (?) name to include with the one star rating and review which I told her (?) I was going to leave. She (?) refused to give me her name and was not wearing a name tag. I asked for the manager's name. The cashier claimed that she (?) was the manager and still refused to give her (?) name. Very poor customer service and...

I agree with the person who posted a review on February 10, 2025 around 1pm! I was there around 6pm and the cashier was rude, had a bad attitude, disrespectful and very unprofessional! First the pretzel was burned at the bottom, asked for another, she was rude and short. Another was made and that one was raw in the center. I also advised her that the lemonade had no lemon flavor. I asked for a refund and took my tip back because of her attitude and she said "that's fine", with an attitude. I paid with cash, but she only refunded me for the cost of the pretzel. Will NEVER patronize that location again. I suggest hiring individuals who have good customer service and respect not only for people, but for their elders. Not what I have been used to with this establishment, both quality and customer service. You used to use fresh lemons and soft, fresh delicious pretzels...I was so...