Tropical Smoothie Cafe — Restaurant in Oklahoma City

What started as a simple complaint about inefficient service quickly spiraled into one of the most appalling and abusive customer service experiences I’ve ever had. I called the store to speak to a manager and was met with immediate hostility from Haley, who claimed to be the manager. Based on her response, I assume that she didn't like my complaint and began raising her voice as she talked over me, and calling me rude before stating she wasn't the real manager and hanging up. I went to the store to get the contact information for someone above her—as she clearly was not fit to manage anything. Before I could get a word out, she began yelling and speaking over me. At one point she asked, “What the f— do you want me to do?” When I called her out for what she said, she claimed, “I didn’t say it, I caught myself.” Her behavior was erratic, emotionally unstable, and hostile—while three other employees stood by and watched it unfold. Before I had the opportunity to request the information I needed, she abruptly stated, “I’m not doing this,” and walked away. I quietly began speaking with another staff member who was genuinely trying to help. While I was quietly gathering this information, Haley reappeared and launched into another loud outburst. I turned to her and firmly said, “I’m not talking to you anymore. I’m not engaging with you. It is clear that you cannot regulate your emotions. You’re an emotional mess and cannot participate in an adult conversation.” After that, she walked away. A few moments later, she returned again—this time holding up a phone and stating that she was recording me. She said something to the effect of, “Since you’re going to act like that, I’m going to record you.” Act like what? I had no idea what she thought she was seeing in that moment. She seemed completely delusional. I told her, “Record whatever you want,” and then returned my focus to the person who was helping me with the information I was inquiring about. Haley left again but soon returned, still recording, and this time said she was going to call the police. For what? For standing there quietly asking another staff member for the manager’s information? I told her plainly that I didn’t care if she called the police and once again redirected my attention to the employee who was assisting me. The employee who was assisting me was eventually able to reach someone from upper management using the store line and then handed me the store phone so I could speak directly with the real manager. When I finally got on the phone with the manager above Haley, I expected accountability. What I got instead was a baffling mix of weak acknowledgments and blatant excuses. She admitted Haley’s behavior was “inappropriate,” but in the same breath, defended her by saying she was a “good person” and that her behavior was out of character. As I addressed my concerns she insisted there was no malicious intent behind her actions. That is absurd. When I made it clear that her defense didn’t matter to me—that it didn’t reflect my experience—she still pressed on, saying she would “sit her down and find out what’s going on with her.” What does that even mean? This isn’t therapy. This is customer service. If your manager is erratic, hostile, and verbally abusive to a customer in full view of other staff, the last thing anyone wants to hear is, “Poor Haley, let me figure out what she’s going through.” She asked what she could do to make it right, and I told her plainly—nothing! I wouldn’t be returning. She then offered to redirect me to another Tropical Smoothie location, which was laughable considering the only other one nearby is even slower, which is why I stopped going there. But the point is: it doesn’t matter how rough someone’s day is. There is no justification for treating anyone the way I was treated. Initially, I didn’t attack Haley’s character—I was complaining about a service. And if a location manager can’t handle a service-related complaint without emotionally unraveling and becoming verbally aggressive, she has no business in...

This review applies to this particular location.

I worked in the food industry for over 10 years and have a lot of respect for the industry workers. I appreciate their work and almost always leave a tip when asked. But only when asked.

Twice now I have gone through the drive through and had a tip added onto my order after the fact. I only noticed because the total told to me at the window wasn’t matching up with the total that I was charged.

The first time I let it slide. The second time, I brought it to their attention only to receive a brief apology and an “oh I must have hit the wrong button. So do you want a refund?” I nicely asked for the refund as it was the second time this same thing had happened. Whoever processed the refund, whether the manager or a more senior employee was more rude than the initial employee. He never acknowledged me or the issue until he opened the window and then all I received was “it was an accident but here’s your $1.46.” Then he shut the window, turned around and walked away. As if the dollar amount wasn’t worth the fuss. But it wasn’t the about the amount as much as it was the fact that this was the second time this had happened with the same employee, combined with the fact that even if it had been 50¢, the correct response would have been a good attitude and an apology.

Not only is the customer service unacceptable, but frankly it’s difficult to “accidentally” add a tip to an order. I have seen this same employee at this location enough times to know she has worked there long enough for either her or someone else to notice that she receives a lot of tips for someone who works somewhere where tips aren’t asked for in the drive-thru.

10/10 would recommend checking your end totals if you choose...

I talked my office into ordering from this particular location because it was one mile closer to us than the one, I usually go to. I regret it. The runner had an awful experience. It was his first time picking up from there. He asked the girl at the counter how to tell which food was which (3 of the same Salads). She tilted her head towards another guy and said, "Hey help this guy!" My runner said, "I just need to know how to tell the difference between the salads. Some people ordered the same salad but with different options." The girl then replied that the salads had wontons and she couldn't help him other than that. So, he just took the entire order and left. When he got back, he said that was the rudest experience he had ever had. I called and asked for a manager and a lady named Hannah Andrews (GM) said she was standing right by the girl and that they were super busy, and the girl didn't "intend" to be rude. She stated that she was trying to do three different smoothies and had a lot to do. I understand being busy. However, great customer service is important to the survival of your business. Hannah being the GM and hearing her employee make those statements and not thinking it was a big deal is an issue with me. We will not be back to that location. After all of that, my smoothie was wrong, my salad had cheese in it, and it isn't made with cheese. I gave them 2 stars because the food was delicious, and the...