Tropical Smoothie Cafe — Restaurant in Prosper

I had one of the worst experiences in the food industry today at the Prosper Tropical Smoothie location. I feel I have the right to say this because I also work as a shift lead in a similar company (I won’t name it since I don’t associate my reviews with my workplace). With experience in food, drink, and customer service, I can confidently say the service and speed at this store were unacceptable and need serious improvement. I arrived at 10:53 AM. There were two people ahead of me: one in line and a mobile order pickup. Only two employees were working. The man in front of me left after waiting for a few minutes, which should’ve been a red flag. Now first in line, I waited nearly five minutes before being acknowledged. A girl with dark brown hair and glasses asked if I had a mobile order. I said no, I was placing one. Instead of taking it, she went back to her work, continuing to prepare mobile orders for customers who weren’t even there. It took a full 20 minutes from my arrival just to place my order. I was patient because I know what it’s like to fall behind on mobile orders. But when the same employee asked me again if I had a mobile order—after I’d already told her I didn’t—I had to repeat myself before she finally took my order. All I ordered was one banana flatbread and one smoothie. I was the first in line, yet it still took 20 minutes to even get the order placed. I could clearly see the screen, and there were maybe 4–5 pending orders. That’s not a rush; it’s manageable. I wasn’t going to write a review yet, but what happened next was worse. They continued prioritizing new mobile orders over in-store customers like me. By 11:20, I finally got my flatbread. I reminded the same girl with glasses that I still needed my smoothie, but she didn’t communicate this to her coworker. The coworker, who I later learned was named Kennedy, started making my smoothie but then left it sitting in the blender while she prepared other drinks, handing them out to customers who ordered after me. At nearly 11:30, worried about being late to work, I got up to check. Kennedy saw me watching, then eventually poured my smoothie into a cup. She handed it to me with the smoothie running down the sides because the lid wasn’t on. I didn’t mind the spill itself; it happens, but her reaction was the real problem. When I politely asked if she could wipe it down, she huffed, rolled her eyes, grabbed a napkin, and handed it to me in a passive-aggressive way, leaving me to wipe down and re-lid the drink myself. That kind of attitude is unacceptable, no matter how stressful the shift. I finally left at 11:33 AM. I had been there 40 minutes for a flatbread and a smoothie. Other reviews also mention slow service, so this is clearly a constant issue. To management at Prosper Tropical Smoothie: This was a preventable situation. Two employees on shift at that time is not enough. Staff need training in efficiency, communication, and most importantly, customer service. Rolling eyes at a customer and refusing to fix a mistake is not professional. Please address this with your team and improve your staffing...

I’m highly upset the fact that I called the location multiple times and no one answered I this it’s ridiculous that when I arrived there was no one in there my order was over 50$ the only one that eased my frustration was Christian the owner has definitely upset me his name is (Jesse) I think it’s unprofessional for him to tell me that it’s not his problem that someone else picked up the order typically in a franchise dealing with food, you would verify the receipt on who is picking up what if the system was followed properly this would not have happened and unfortunately, I had the experience of talking to the owner, who was absolutely no help, and since they had already closed out my order, they were unable to do a refund and I think it’s unacceptable because if I did not receive the items purchase, I would assume my money would be able to be given back truly unsatisfied with the way everything was handled i’d definitely never spend money here again and to tell me that I would not be able to get a refund due to their mistakes is Misleading as a business next time Jesse do better...

To Manager - My husband and I went in today and one of the employees that worked today had unacceptable behavior. There were two employees that worked today (5/26/2025 around 4:23pm) - a young black girl and a hispanic man. The black girl had a bunch of male friends there flirting and borderline harassing her for free food. The hispanic man even came up to us trying to remember our order because he was stressed how obnoxious those kids were. He even apologized and said that these kids were trouble. To make matters worse, they got our order wrong. We went back in and asked them to fix it. It took us over 30-35 mins just get two drinks and two items. The issue here is, your employees shouldn’t be messing around at work and causing mayhem. This unacceptable and there wasn’t a manager there to help the situation. It was absolutely out of control in there today and it really looks bad on...