Twistee Treat — Restaurant in Ocoee

Angelica wouldn’t provide me with the general manager’s or store manager's contact information to report her to the actual management tonight.

I left the walk-up pickup window with three items and called back immediately upon entering my vehicle because I was concerned about receiving the incorrect item. I HAVE AN ALLERGEN.

After putting a spoonful of dairy lactose filled ice cream in my mouth and spit it out immediately. I called and expressed my concern then told my the staff “it was vegan and that she saw her make it”. However, there was no hint of coconut and the consistency of my “vegan” vanilla cup was all pointing to the fact it was dairy filled and allergen ridden. Luckily I have been to this establishment before and called BACK to see if I could have them REMAKE it (because I could not enjoy the item I ordered with a gut feeling that it came from the horrendous dairy industry).

So, upon calling back the staff said “ok we can remake your order it was FOUR cups with vegan vanilla and oreos right ?” and I said .... “no, it was ONE medium cup with oreos”.

Which solidified my conclusion that the item I was handed was indeed NOT VEGAN.

Furthermore, I was placed on hold for the manager on staff,ANGELICA, stated that “I should park my car and walk back up to get the replacement.” After I requested that if there’s anyway to go through drive thru (that way I don’t have to be closer than six feet to someone else in line). Angelica stated that “cutting” someone off in the drive thru line will make them mad and I asked her “what’s the difference between “cutting” a line on foot than on wheels ? At that point, Angelica said to meet her at the back door and she’ll bring it. So, of course there’s no parking close to the cone of shame (twistee treat) near the backdoor. So, I parked right behind other vehicles and saw her open it but she didn’t bring the replacement to the car. Instead, she stood there for a minute and went back inside. So, I called AGAIN and let her know that I was parked and waiting. At that point, Angelica said "she’s TOO BUSY to keep going to the backdoor. My order is remade and she’s not bringing it out because it’s too busy".

So, I asked for the store manager’s name. Angelica said “this is a family owned business” and I said “are you the family member that owns this business ?”. Angelica said “no”. I then asked for contact information for the ACTUAL owners and EMPLOYERS of Angelica. Angelica then said “I can have them call you, what is your number and name”. I thought how convenient, I can't have their contact information but they can have mine ? So, I sent my son to the backdoor to get the correct item I ordered and I am writing this review with horrible stomach pain.

SHAME ON YOU Twistee treat of Ocoee and Angelica for not only serving incorrect items that can cause anaphylaxis but their choice of managment... well their customer service skills are NON EXISTENT.

Refer to the image above of my replacement vegan vanilla cup with oreos served as a milkshake ?!? &&& the original cup on the right ..... that obviously is not the same...

The milkshakes are decent but the flavoring is not that rich. I tried 6 shakes here in 3 visits, vanilla, chocolate, hot fudge, coffee, banana, and blueberry. The hot fudge one was somehow fairly bad. The others were okay but the flavoring was lackluster or diluted.

I give 2 stars because the prices are right. $3.05 for a small 16 oz. Also, contrary to many reviews here, the service is not good...not horrible either, but it's a long way from the high praise I've seen. Otherwise I mighta done 3 stars.

There are very long lines, and once it's your turn, it takes 5 or more minutes to make 2 shakes. Plus the people inside do not give receipts unless you ask for them. Even then, the receipt just says "2 small shakes" without telling you the flavor. Can't imagine what a pain it would be when they get your order wrong.

They are very busy here because for some reason they don't pipeline things. So I decided to try it on off-hours, and I saw no lines at the 3 windows. Well of course there was no one inside when i walked up. They waited until the other window started lining up, and of course served that one first.

I checked other reviews. Many of them are just 5 stars with no text, so make of that what you will. Some of them rave about what a great mom n pop place this is, or how it's a great local shop and Orlando is blessed with it or something. I looked around the map and turns out, there are many places called Twistee Treat here in Orlando. It's a chain.

Maybe it's just a local chain, but I can assure you it does not have any "mom n pop" store feel to it whatsoever. The service is slow and lacking. I think local people just enthusiastically praise local stores no matter what they're actually like, simply because this is a tourist town. If you live here for decades, you can't stand to see the town taken away by tourists. I've lived here for 5 years, I don't like the traffic either but I don't skew reviews or give some kinda benefit of the doubt based on that issue.

If you want an alternative recommendation, I don't have one. I've been looking for a great milkshake place for a long time now. You might just have to stick with ice cream from the grocery. Barely melt it in the microwave. It is literally the same ingredients unless you want it malted, in which case you just buy a powdered malt too. The prices will be better even with premium ice cream, you can add as much flavoring to make it as rich as you want, and no wait when you feel like...

Twistee Treat offers lots of soft serve goodies to satisfy your craving. I find they are reasonable in price as well, which is a plus (and this is 2021). My husband had a Small Sundae with everything on but the peanuts. I had a Medium sized cup of Vanilla with Chocolate sprinkles. This came to $6.08. Not bad; and both were very good. I've ordered other things from Twistee Treat and have been pleased. Just one thing though. The sprinkles. They are always VERY HARD. IDK, to me, (and I've been around some years 😊 ) sprinkles should NOT be hard. They shouldn't melt, but keep their form, but certainly be a touch on the softer side. And I've had my share of sprinkles...all flavors. I thought the very first time I got them there was a one time thing. By the way, they did NOT taste "stale" to me, because that would cause me to bring my treat back for either something different or a refund. But each time I order this item with sprinkles, (on separate occasions and many weeks and sometimes a couple of months apart), the sprinkles are still FAR TOO HARD. Almost where I feel I might crack a tooth. I think to myself "why even get the sprinkles or say something?" Well, I just have...right here. And I will, very politely mind you (IF my sprinkles ARE indeed super hard once more), because overall, Twistee Treat is tasty and super hard sprinkles shouldn't ruin the entire existence..... (But I still wish they'd look into different choice...