Tropical Smoothie Cafe — Restaurant in Texas

Ordered online for 11:45 pickup. Arrived at store at 11:48, no order. Waited 5 minutes at clearly marked "online pickup here" sign. No staff welcomed me or asked about my order. People in store ordering after my arrival started getting orders. Unable to get the staff's attention (they all kept their backs toward the pickup counter), I went to the register. The manager (she was dressed differently than everyone else so I assume it meant she was management) asked me what I wanted to order and I said I had an online order. She cut me off to point and say pickup is over there. I said I was there for 10 minutes with no order. She insisted and I asked her to look herself. She saw no order, asked the staff, who had part of the order up on a shelf. The manager said I just needed to ask for it at the online counter and shouldn't have waited. I then said I had TWO smoothies and she asked me if I were sure. I held up my email order confirmation and read off the missing smoothie to her. A staff member said she had it just about ready. It was now 12:05. I am extremely disappointed in the service. I have patronized this chain for more than 7 years, starting in Florida, and this store for the past 6 months. There was no effort made to make me feel welcomed, appreciated or even believed. The staff should keep an eye on the online pickup area if anyone is standing there for several minutes. At least ask for their name and check on the order. A designated staff member (maybe the one closest to the area who was too busy shoveling ice into the next blender container to ever turn to her right to say hello) should be assigned the task. The manager needs remedial lessons in greeting customers and ensuring they are quickly served with a complete order, not imperiously pointing at a different space in the store and insisting I don't know how many smoothies I ordered. The worst part is the sandwich was of poor temperature and texture due to the nearly 20 minute pickup delay. This was my husband's first order from Tropical Smoothie, for his birthday, and he enjoyed the smoothie very much but agreed we need to visit another location or try the closer Smoothie King down the street. Maybe I was spoiled by my Florida experiences in Fort Myers and Naples but this Cypress Fairbanks Texas location left a poor taste in our...

I’d say the smoothies are decent but customer service could use some work. We came in and expressed it was our first time & received no assistance or recommendations or anything. Typically you mention being a first timer and the employees will give you some favorites, etc. As we figured out what we wanted, the girl at the cashier register didn’t know any answers to our questions. We asked what the sizes were she looked over at another girl who mentioned there was only 1 size (which is huge btw). There just wasn’t much interaction, I can tell she is new but would have been nice to say “oh sorry I’m new and training, let me ask” rather than just being silent and looking at the other person. I’d say 1/2 of our smoothies was pretty good the other was just ok, I ordered mango but it really just tasted like pineapple. If the front staff would be a little more interactive it would certainly help in...

No recommendations after I was clearly indecisive. Refused to serve a side of rice and beans with the excuse of “no option in computer” even though the Frisco store did it with no problem so my toddler son had chips as his only dinner option since he won’t eat anything else. When I got to my car, realized there was no sauce on my wrap, it was literally falling apart, and about 80% lettuce. Upon my return into the store, employees walked around and ignored me even though it wasn’t busy at all. When I asked for sauce, I was met with the same condescending employee who took my order. It took everything not to go off but then I had to realize these are just teenagers. Even so, some heavy training and development needs to be done. Absolutely horrible experience.

*Edited to mention my points weren’t added in the store after scanning my barcode from the app leaving me to search the trash...