Tropical Smoothie Cafe — Restaurant in Papillion

My fiancé and our family have been coming here since July, three months, and have spent over a thousand dollars at this establishment. Today we were treated so poorly that I can't say that we've experienced that anywhere else.

A few weeks ago we ordered six smoothies, and every single one of them was made incorrectly, I called in and was told to come back to the store and they would correct the order, and proceeded to apologize, as a new employee had made them. I was informed that if anything were to happen in the future we would need to bring the smoothies into the store within one hour of ordering them, and that this replacement was a one time courtesy.

Today we again ordered smoothies for our entire family, and One was made incorrectly. We ordered a Sunrise Sunset, and a Sunshine smoothie (the sunshine so we could All try it before we had to go to an appointment.) We received Two Sunshine smoothies. I called in to ask about a replacement (after they were delivered - less than 20-30 minutes after ordering,) and we were told to bring them back to the store untouched. We did so, even though that meant that my fiancé and I were unable to try it. When the smoothies were brought back we asked for a refund for the one that was unable to be tried, and for the other one that was made incorrectly to be replaced.

We were Reprimanded for our previous experience, being told "we're not going to refund you because we Told him (referencing me) to bring them in and he came in without them." We explained what I was Really told, and Every employee in the store gathered around to tell us that we were Wrong and that they had told us otherwise. They refused to refund the one that was made incorrectly and demanded we give our name and number for the owner to "decide how to handle this situation."

I am extremely upset by how intolerably Poorly we were treated by the staff of this establishment. We will not be coming back here if this is the treatment we receive after coming here for months seemingly becoming friends...

My wife and I don't often visit this location because it is a bit of a drive, but we wanted to treat ourselves today. We have probably visited once every two months since May 2021, with no problems. Today my wife wanted to try the new Strawberry Daiquiri smoothie. It tasted like water, mostly, so save yourself and skip that one.

I went to the young lady that served us and requested a refund. She told me she could not do that, "we didn't tell her to try that item". Okay, first that's a ridiculous response- but perhaps a credit or a remake? She told me she's never done that, but can get the manager on the phone. She calls the manager, explains the situation, then hands the phone to me.

The manager, with a very thick accent, explains that they will not refund just because we didn't like the smoothie. Again, I asked if the protocol instead called for a credit or remake, something-anything? The manager states that she could "give me a discount" if I would like to buy another item. This is a terrible encounter so far, but I asked "what's the discount?" She said "well what do you want?" So I pick a random smoothie. She says okay let me talk to my employee.

I hand the phone back and they talk it out. They determine that I can have a $3 discount (on an $8 smoothie). I say okay and the cashier hangs up on the manager. I tell the cashier, who didn't look any older than a highschooler, that none of this is necessary. This whole thing is highly unusual and frankly irresponsible for the manager to be teaching this kind of service to kids.

We will not be coming back until the next change in management. Whenever that is. Skip this location and go to the South 168th Ave location, owned by a...

I went in there to order an açai bowl and a detox green smoothie. I did not realize that there was coconut within the açai bowl. Halfway through them making my bowl, I asked her if she could politely remove it because I am severely allergic to coconuts, and I did not see that on the menu. Her response was for me to take the coconut off myself. Once I got the bowl, I realize that the coconut was spread all the way to the bottom. I asked her to politely remake the bowl for me, and she aggressively picked up the bowl and used her hands with extremely thin gloves to scrape away all of the product within the bowl on the floor WITH HER NAILS while telling me how she doesn’t give refunds and doesn’t not remake any products. She said do something along the lines of “you get what you get”, and then asked me to never come back. Then, when I asked for a refund, she started screaming at me in front of the other customers and children that were there and refused to give me back my total amount. I ended up having to call security on her unfortunately. I tried my best to de-escalate the situation, and the other customers in the building agreed with me on that matter. I honestly would never go here anymore. I would never bring my children in this building as well. Even her employees came out to apologize to me, and said that they do not approve of her behavior. It was a sad scene to...