Tropical Smoothie Cafe — Restaurant in Rutland Township

Visited at the beginning of the summer to pick up lunch for my sister and our kids. Embarrassingly, when I got to her house, I realized they left out 2 of our meals. I called immediately and they acknowledged their mistake but said they couldn't credit my card back bc the manager was not there. Over the next few days and weeks I left several messages for a manager that was very negligent in responses. I was told he was out of town, would call me back the next day and that he had several calls to return because they'd opened really late one day so I was essentially on a list to call back. I finally spoke with him weeks later. Was told he could not credit my card bc of their system setup and it not being the same day to pull up the transaction, but that I could either go back in person for the refund or return to get 2 sandwiches and 2 smoothies the next time i was there. I emphasized the rarity that I'm ever in that area, but he assured me that he'd write a note and that it would be honored the next time I came in. I called today to let them know I was on my way with my kids and wanted to ensure no hiccups. The girl that answered said that the note was not there and that the manager does not recall the conversation and that they only keep customer credits for 2 weeks . Fortunately for me I have call records and receipts to support. Just really annoyed at the AWFUL management this place is under. This was not a matter of a poor tasting order that they tried to make right-- rather, they charged me for more than $25 worth of items that they did not provide. I'll be disputing through my cc company and definitely...

Visited at the beginning of the summer to pick up lunch for my sister and our kids. Embarrassingly, when I got to her house, I realized they left out 2 of our meals. I called immediately and they acknowledged their mistake but said they couldn't credit my card back bc the manager was not there. Over the next few days and weeks I left several messages for a manager that was very negligent in responses. I was told he was out of town, would call me back the next day and that he had several calls to return because they'd opened really late one day so I was essentially on a list to call back. I finally spoke with him weeks later. Was told he could not credit my card bc of their system setup and it not being the same day to pull up the transaction, but that I could either go back in person for the refund or return to get 2 sandwiches and 2 smoothies the next time i was there. I emphasized the rarity that I'm ever in that area, but he assured me that he'd write a note and that it would be honored the next time I came in. I called today to let them know I was on my way with my kids and wanted to ensure no hiccups. The girl that answered said that the note was not there and that the manager does not recall the conversation and that they only keep customer credits for 2 weeks . Fortunately for me I have call records and receipts to support. Just really annoyed at the AWFUL management this place is under. This was not a matter of a poor tasting order that they tried to make right-- rather, they charged me for more than $25 worth of items that they did not provide. I'll be disputing through my cc company and definitely...

I usually enjoy ordering the Açaí Bowl from Tropical Smoothie Café, especially when I visit the Vernon Hills location. It’s always served properly — with Greek yogurt and fresh ingredients, never frozen. However, my experience at the Huntley location has been disappointing.

Yesterday, I ordered the same Açaí Bowl through DoorDash and received it completely frozen. Thinking it was a delivery issue, I gave it another try and visited the store in person today (June 12 at 7:15 a.m.), hoping for a better experience.

Unfortunately, I received the same frozen bowl again. I politely told the staff member that it was frozen and not edible that way. Instead of offering a solution, he rudely insisted that “it’s supposed to be like that.” When I asked how I was expected to eat something completely frozen, he responded in an unpleasant tone and showed no willingness to help.

After I requested a refund, he continued insisting that this was the correct way to serve it. I’ve never had this issue at other locations, and I was surprised by how defensive and disrespectful he became. I had to agree with him just to end the uncomfortable exchange.

This kind of customer service is unacceptable. It’s frustrating to be treated poorly for calmly voicing a valid concern. I won’t be ordering the Açaí Bowl from this location again — and I hope management takes this...