Tropical Smoothie Cafe — Restaurant in Roanoke

The level of incompetence in how this restaurant executes DoorDash fulfillment is unparalleled in the cities of Roanoke/Salem.

They have two separate stations that produce the food and smoothies and they do not coordinate their production when an order for combined items comes through. This means that they set the items out at separate times and possibly separate bins without notifying the Dasher this is the case. They also do not put straws in bags or with smoothies upon putting them out for pickup. That means three different intervals of picking up an order for completion.

As a representative of the customers (I am an independent contractor, not an “employee” of DoorDash, and therefore an extension of the customer, not to be viewed as a worker but as a customer to these individuals) I a Returned to the store to speak to the manager about this convoluted process. I was then ganged up on by the manager and two employees. They weren’t aggressive, but I asked to speak to a manager, not to every person who works at the store. You dictate to your employees, and they definitely don’t dictate to me as a customer. Unfortunately, these poorly trained individuals don’t understand the system. They definitely need some type of further training.

As far as trying to escalate to a general manager or corporate the process is practically impossible because they don’t give out phone numbers and no one at any other store could offer me an alternative means of communication with these individuals or entities. The manager at this particular store said, and I quote, “you just gotta figure out how to submit a complaint”. That’s not how it works. How did this person become a manager?

In both instances there was no form of resolution offered. The key to customer complaints is resolution. So while the manager did at least acknowledge to a degree there was an issue - saying he could see where they should include straws themselves - he offered no assurance they would. I also offered my own resolution. Signage explaining to dashers how their process worked - which really is extremely low effort and an easy way to offer some placation of my complaint at least. But of course nothing was offered and I was ultimately waved off and dismissed as I ended the conversation when I said it was clear they weren’t looking to reach a resolution and instead just wanted to talk at me instead of to me.

I don’t have a receipt ID because the customer has that information, not me. Your system for complaints is terrible.

Again, I’m not a DoorDash employee, I’m an independent contractor. The issue lies in my interaction, not with DoorDash. Therefore, I should be able to address this personally.

I was also a regular customer of this store myself, but I will be going to the Salem store in the future as it is owned by someone else. Terrible customer service all around.

Update Well, it’s been almost a week since I responded to the link they posted below for further feedback back. Surprise, zero response. Clearly they just posted this link to try and appear as if they actually were open to feedback and wanted to resolve the issue. Very reflective of my experience in store. I guess the incompetence goes up the chain. I understand where the employees are...

I would love to give it a one star but the food is actually good. That's the only reason why I'm giving them something reasonable. This is by far the worst tropical smoothie Cafe. The very first time that I went here there was different staff and they were excellent. I've actually seen them at a different location.

Four staffers were in there behind the counter and it is the worst service. I'm not talking about one time but because it's convenient I've gone there a few times. They are total idiots. Don't give a crap about anybody. They don't care about their job or about the people that are paying for their salary. These people need training desperately. I wouldn't go during busy hours. They all have the need for more training. Thay was pitiful service. They were not articulate as I attempted to go through the drive thru, no choice to go in and all what they meant, it was not good service, definitely not kind employees and was not 1 of the 4 employees that greeted me with a hello it smile. Managers need to be paying attention- this is bad.👎

I do have to say I feel like I'm wasting my money when I go there now. I guess I would prefer to be treated with far more integrity. This is just terrible. I would second guess going there if I were you. Go down the road or to one of the other places nearby. Don't take your business to this location management needs to do a lot of work.

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I order from tropical all the time and typically don’t have a problem in the MORNING when the girl with the curl hair works there at this tropical smoothie , but their SECOND shift needs a attitude check and needs retraining on how to properly deal with customers and MAKE A SMOOTHIE. The smoothie didn’t taste how it usually tastes when I order and half way towards the bottom the smoothie was STIFF like they did not blend it well enough for me to even drink the rest , they close at 9 so I feel like they were more worried about getting off I’m pregnant and hungry most of the time and just want a smoothie to help my hunger , but all I got was attitude and “ what’s wrong with it “ and “ it’s half way drunken “ when you can clearly f’ing tell what was wrong with it and when you shook the cup that smoothie would NOT move. I will continue to complain until their manager does something about them or says something to them and I hope this is not one that BOB Owns. I ended up just getting a refund and going to the one on crossroads where they NEVER mess up my smoothie I would have just waited until the morning for the other girl just to say something, but I was so hungry and they ruined my night and I NEVER write reviews , but this...