Tropical Smoothie Cafe — Restaurant in Texas

Had a T mobile promotion and was using their app to learn how it works so could make an order later when I was in the area. I couldn't find the place to enter the T-Mobile code but it asked me for which credit card I wanted to use and I selected one. Then it IMMEDIATELY billed my order! I was expecting a confirmation and place to enter the discount code.

Now that an order was placed I immediately tried to cancel and it said you must call the store. I immediately called the store and tell staff, I misunderstood how the app works and mistakenly places and order. Please cancel it. He said I can't cancel it and I explained to him the app won't let me cancel, it says I must call the store to cancel it so please can you cancel it, it was a mistake. He goes and gets the manager and we go thru the same explanation and him telling me I'm not allowed to cancell it. They won't make the order until I get there, to do me a favor I guess? Now I'm feeling hot and stopped being polite, but I continued to explain the mistake just occurred, I am no were near the store and can't go pick up an order. I'll reorder when convenient and try to look closer to how the app works. I must have 50 restaurant apps that I have used and not once have I had an order placed just by selecting your credit card. No confirmation, no review of your order and no opportunity to enter a promotional code in the checkout process.

I would normally be understanding but when you get the run around about how you can't cancell and multiple layers of the app, the staff AND then the manager on top, telling you with a bad attitude they can't cancel your order, it goes beyond bad customer service. I won't be wasting my time or money on a place like this. That was my experience, hope you do better.

BTW, when I kept insisted on cancelling an order that wasn't even a minute old, eventually the manager said "I will cancel the order". I asked if he needed the order number or my name or something and he said no. Confused I asked how does he know which order to cancel then? He read my name and order out with a snooty attitude like I'm the one who is dumb... so clearly he had 1 online order, expects me to be a mind reader and gives me attitude about trying to cancel a mistaken order which wouldnt have happened at all of the app had a confirmation screen. Selecting your credit card is NOT a confirmation of order. I was literally trying to learn how to use the app and was very surprised it put an order thru.

Terrible app made 10X worse by the runaround and bad attitudes. If I had to guess this happens too often and the staff, are told to say they can't cancel the orders, which of course they can. They probably get tired of dealing with this issue but that is no reason to take it out on a customer who took time out of their busy day to try out a new app and make them ask 4+ times...

I just recently had an order with them TODAY. I was not upset I was not frustrated let’s start there. I did not know that there was Honey drizzle that comes on the bowls there & it is my first time trying from a recommendation. I ordered it doesn’t show you it comes with drizzle of honey. I call the store to see if I could swap out the bowl or even pay for a new one because the bowl is untouched the employee gets frustrated doesn’t offer me any solutions. I ask to speak to the manager. The manager tells me and I quote “ I talk to my guy we won’t be exchanging anything I don’t know what you want me to do about your bowl” in an extremely rude tone. I said okay thank you I don’t think i will be purchasing anything else from there. The male manager proceeds to say “No no you need to talk to the company you ordered through because most customers call before to get anything taken off the bowl so that who you need to be mad at.” This manager proceeded to yell interrupt me throughout the phone call. I would like to remind you I was not at all frustrated speaking loudly or anything because what’s the point if i think you could help me. This was one of the worst experiences of customer service I have ever experienced I did not want anything free I just needed assistance with finding a solution to a problem. I will not be recommending this place to anyone. This was horrible I don’t understand how you all allowed them to be hired I called to get their names & I was rudely hung up on & dismissed. ONLY TRY THIS PLACE IF YOU WANT TO BE DISRESPECTED...

I was there yesterday 08/26/20 around 12.30 p.m. then we left and my husband forgot the wallet in the counter. Nobody was there " any customers" when we left. After my husband found out he left the wallet in that location, he went back and spoke with the employee who was in charge of that store. He said he remember us but did not see any wallet anywhere. We called our banks immediately and there were TRANSACTIONS made in that location right after we left. "He said he remember us but do not remember the customers who got into the store right after we left which it doesn't make sense to me. I asked him to check the camera but he hasn't done it yet. We need to speak with the owner ASAP as my husband's wallet contains very sensitive information but I am not being helped by the employee who remember us being there. Please if the owner see this review contact that location we need help. A police report will be made as well as the bank proofs of those transactions. This is a criminal situation and we are not being helped at all. We are customers who trust the store and we really like it but when a customer needs help, they don't care. IT IS FOR SURE SOMEONE USED MY HUSBAND'S CARD RIGHT AFTER HE LEFT. We were the only customers and did not see anybody coming in the store when we left. This issue happened in the location 12020 FM 1960 Suite 300...