Smoothie King — Restaurant in Statesboro

The customer service I received today was extremely poor and unprofessional. The shift leader Tucker Brooks accused me of having an attitude in front of another customer and staff for inquiring about the policy and procedures for the Online Order Process. Today was my first time placing an online order and gave me two options to follow instructions: 1. You may pick it up at the counter or 2. Drive-Thru Window. I followed instructions from the app and I chose to go through the Drive-Thru Window. When I went to the drive-thru window, I was advised by Tucker that I had an online pick-up order and he told me that I had come in. If you rolled the camera back at 9:49 am, you will notice there are no customers in the drive-thru line or inside the store. I told Tucker at the drive-thru intercom, no one was in line, why would I have to come in to pick up my order? When I proceeded to the drive-thru window, there were no customers ahead of me nor behind me at the intercom. After two minutes waiting at the window, Tucker finally came and told me that my order was ready, but I still needed to come inside to pick it up. I advised him the online instructions gave me two options to pick up my order. Tucker tells me that he has other customers to wait on and he couldn't bring my order to the drive-thru window, even though it was ready, that I still had to come in to pick it up. I found that to be very dishonest and goes against your integrity and online order options policy. Tucker advised me that his store manager Tammy Womack told him that all online orders had to be picked up on the inside. If I would have known that I wasn't able to place an online order and be able to pick it up through the drive-thru, I would have not updated the app to order online nor would have I had gone through the drive-thru window expecting to pick up my order; However, the level of unprofessionalism and poor customer service from Tucker Brooks actions, were inexcusable to accuse a customer of having an attitude for trying to gain clarity on the online order policy and procedure. I look forward to hearing from someone about the matter to resolve this...

If I could leave no stars, I would do it.. I spent over 20 minutes in the drive thru line waiting on a large "Island Impact" that I had ordered, only to pull up to the window and have the guy try to hand me a "Veggie something". After telling him I had the Island Impact, he informed me that there was not an order in the system for my smoothie. I told him that the lady that took my order, even repeated it back to me after I ordered it. He then stated that there were only 2 of them working and that sometimes orders don't get put into the system when they are actually being ordered. They will sometimes remember an order and put it in before the car gets to the window. So, he said that when this happens, orders sometimes get "lost". That's right, "Lost".. So when I thought I was ordering my drink, and sitting in line for over 20 minutes, I pulled up to the window only to be told that my drink wasn't even put into the system, and even worse; it hadn't even been made yet. By the time all was said & done, I had WASTED over 25 minutes sitting in line & window waiting on an over-priced drink that never came. I left the store empty handed, and I doubt very seriously that I will EVER return. I'm sorry, but to me, saying, "There are only 2 of us working today", is not an excuse to have paying customers wait in line for over 20 minutes. let alone forget their order. Seems like to me, that ownership & management would staff their store better, so as to prevent customers from having to experience...

Went in this morning before work, and pulled up to the drive thru around 7:15. Saw that a car was at the window, so I assumed drive thru was open. Sat waiting for someone to take my order for about 5 or so minutes, NO ONE came on the speaker to take my order( Someone usually comes on the speaker and asks if I could hold for a minute before they take my order). Decided to go inside and was told that they will not be open for another 15-20 minutes (basically until 7:30 am). I noticed there was only one person working, and assume they might be understaffed. HOWEVER, he should of known someone was at drive thru waiting and could have relayed that message to me before I sat there. Again, I understand that he was the only one working, but still would of appreciated being told about the wait before I sat in drive-thru waiting. All in all I was disappointed that I was not able to get my smoothie before work this morning as I would of been late had I...