Tropical Smoothie Cafe — Restaurant in Texas

Update: I decided to go back and give it another try, I must say the manager on duty apologized and made everything right!. My experience today was much better and the food and smoothie I had was so good. I will def be returning customer and I’m happy to see a business that values their customer experience! Thanks again! Def will update my rating!

I had high expectations to only be so disappointed. Yesterday, I placed an online order and once I walked up to the register, I was never greeted. I stood there for about 5 min while a male employee looked me in my face multiple times and never said anything, not once asked how could I help you. I seen they were busy so that’s why I kept quiet but after about 5 min or so, I said excuse me sir, can I please get some assistance? He replied, in a screaming manner..we can’t take any more orders, so I proceed to tell him, I’m not trying to place an order , and that I am here to pick up an online order that I placed about 25 minutes ago. He then proceeds to say oh, what’s your name, we will get to it.

So then I say ok and began to continue waiting. After about 20 more minutes of waiting a female employee walks towards me and i ask her can I please just cancel my order because I have an appointment I have to make and I see that they are busy so it’s ok. She tells another lady (which I believe was the manager) that I would like to cancel my order. The lady turns around and looks at me and I proceed to say yes ma’am, I understand y’all are busy and it’s ok, you can go ahead and cancel my order. She then screams and says we are going to make it , we are going to make it, just give us time. So basically I was told I couldn’t cancel MY ORDER which is so unprofessional.

After about another 10 mins of waiting, my order is complete and I thank them. When I go to unwrap my order, it was so thrown together, all of the granola was in my paper instead of on my meal and it was just a mess.I heard so many good things about this place only to be let down. I don’t think I will ever be returning because everything about my encounter was so unprofessional when I did nothing but wait and talk to them in a...

UPDATE:

I pondered long and hard on whether or not I should revise my review, but here we are. After 4 months of not visiting this location. I finally decided to return because I was craving TSC. Nonetheless, I will never patronize this location again. The manager is a horrible representation of the company. She has zero knowledge on business etiquette and/or professionalism. She’s doing her family a major disservice by not understanding how critical customer service is. It’s very unfortunate that she would possess such negative energy while at work. There are no amount of problems in this lifetime that would allow me to vibrate at that low of a frequency. Establishing a positive atmosphere at your place of business should always be a priority. 4 month old review: I come to this Tropical Smoothie Cafe location often. Usually my experiences are good. However, today wasn’t a good experience at all. The new workers lack training and its extremely evident. My salad was prepared missing 4 valuable toppings, my smoothie had ice chunks in it and two cashiers were untrained on how to properly scan for my rewards alongside issuing a refund. When needing assistance from the manager, she had a very passive aggressive attitude nor did she offer an apology on behalf of the mistakes made. Management needs to do a better job at ensuring customer service is a priority. Having a bad attitude is a horrible way to represent...

I typically had pleasant experiences at the Pearland tropical cafe location. But the past two times I’ve had horrible service. i always order through the app as its convenient. The first bad encounter was months ago where I waited over 35 minutes for a smoothie, and I had asked twice if they forgot my order ? while people were coming and going with their food orders. They eventually said “oh I’m sorry we gave your smoothie to someone else”, so obviously there needs to be more training with staff. It defeats the purpose of ordering online if I have to wait an additional 35 minutes at the store.

The second encounter was today I had order via app and I added on my notes “no turbinado(sugar) in the smoothie”, I came in to pick up the order and notice it was not taking out of the smoothie. I get apps may have their faults. I tell the manager the situation and she just says “it wasn’t taking off.” I expected a refund or replacement smoothie. And apology for the mishap. That was not the case. The manager and cashier were very passive aggressive. I’ve been to the friendswood location and they had no problem replacing the order free of charge. Customer service is non existent at this location. This Pearland location has gone downhill since they first opened. Unfortunately, I will take my business elsewhere. Somewhere where they value their customers and not...