Auntie Anne's — Restaurant in Queenstown

Went in today to get pretzels for my son. I have been a customer of Auntie Anne's for over 20 years. I think over the past decade service and food quality have gone down significantly. Today I went in and placed an order, the card reader said it was approved, they weren't giving me a receipt and complained that the machine had been doing this all day. So I was told to give it a minute and see if it would go through. Then I was told that it was fine it went through. Then I was told that it didn't go through and had to pay again, On the same system that had been giving them issues all day. I told them that if I was charged twice I would be upset because the card reader is saying it was approved. To which I was told "Well, if your bank charges you twice that's on them not us!" Then I left and went home, got better internet reception and checked my account and I was charged twice, which makes sense since the card machine said approved twice. I called and asked to speak to a manager, the same young girl who said that the machine was a problem all day. I explained why I was upset and she said "Are you done!?" I asked if the other terminal was working and she said yes it was. I said then they should be using that one and that they probably overcharges other customers as well today if this was an issue. Her response was "what would you like me to do". So I said nothing, I'll call someone else and speak with someone over the age of 20. Now, was a rude yes, but that is what happens when customer service is so absolutely disgraceful and the responses to legitimate questions are met with complete indifference, and ineptitude and rudeness. They clearly did not care to find a solution, though they had one with a second working machine, they could not be bothered to take the time to fix the issue and turned around and made it the customers problem, the banks problem to fix their inability to perform what is not a complicated task. If one system works and one doesn't, use the one that works. If you double charge a customer, refund them, it is not rocket science. And as I explained to her, this is why generations of people get upset with the younger generation in customer service, exactly these types of experiences. When I was their age and worked in hospitality I would have been fired for this type of behavior, now they get twice the rate I was paid and give a 10th of the level of service people used to get. The pure ignorance and entitlement is astounding! I hope an adult can go in and look over the invoices for the day to make sure that others were not also over charged for food that was cold and chewy, or the fresh pretzels we waited 7 minutes for that were over...

I scheduled an order for delivery 3-days before the delivery date. I called the day of delivery to confirm it will be delivered. I was told that they don't deliver and I need to order through DoorDash or GrubHub. I told the lady on the phone that I ordered through the Auntie Anne's website and delivery is available. She was sure that they don't deliver. I knew this was incorrect because I had a delivery a week prior. I asked to speak with a manager because it was apparent the person I was speaking with did not know. She said "Sure, I'm the shift supervisor and I'm working, and I can't get in my car to deliver your order." I could not believe the rude response. In the end, she was wrong. I order through their website and they coordinate delivery through DoorDash, not me.

UPDATE: I received my order and the mini hot dog pretzel bucket was not full. MAYBE only 3/4 full, and that's...

I’m 8 months pregnant and had a craving. I went literally a few minutes ago so during their busy time. I wanted a sweet almond pretzel and lemonade. 1) extremely chaotic in there very dirty. The manager that used to be there she never would have let it be that bad. 2) my pretzel was not even warm. If you’ve never had it they’re normally a little sweet and have crunch to it and it’s perfect. But this was doughy and tasted just like dough and was very bland. Because you’re working with dough they USED TO always have fresh food and would rotate products regularly. Now they aren’t even cooking it. Extremely disappointed in this location and won’t be going back. $10 for a lemonade. Couldn’t even eat a bite of the pretzel. And yes I did call to let them know and the guy who answered the phone said he’d make sure they cooked the food from now on....