Auntie Anne's — Restaurant in Town of Niagara

I was hoping to see both locations represented here in the outlet as they have completely opposite service and it makes it difficult to review this. I don't want to take away from the "good" location but it's impossible to turn a blind eye. Let me elaborate. The "good" location as I call it is the one located in the outlet's definition of a food court. The customer service here has always been excellent and even if I have to wait to have something made I don't mind, I get it, and frankly I'd rather have something made fresh. I have never had a problem at this location.

Now the other location, the one in the wing across from Spencers, is another story altogether. There is a guy there who is nice and is always working but I have been there enough times to see he is one of the few. Normally there are way too many people behind the counter supposedly working and yet none of them are doing anything productive, leaving the work to a single employee. It's always girls I notice, who are talking with one another, sitting in the back room, on their phones, and having horrible practices with gloves. It was at this location I tried to redeem a coupon on the app which the employee couldn't figure out and refused to override or get someone to help (even though there were four other people) and instead telling me I had to pay full price. When I pointed out I had the coupon she shrugged and "didn't know" I said nevermind and to cancel my order and she had an attitude with me. I went to the other location (mentioned above) and the coupon IMMEDIATELY scanned and there was no issue. I explained beforehand that it might be weird since the other location had scanned it and mentioned what happened and they comped me a bunch of dips and insisted on making me fresh food if I was willing to wait.

It's so weird that there can be two locations of the same place in the same building that are run so different. Are they separate franchisees? Management? Or is it just coincidence that I get them on bad days as the employees go back and forth?

I think it's absurd to be charged full price when staff doesn't know how to ring a promo that's sponsored by their company's app and unwilling to get another employee when there are 4 others standing around not working/ talking to one another/ on their phones and when I cancel the order I...

Went to place an order on door dash to surprise my son - but the store cancelled the order and will refund me in 5-7 days, so I drove over to the mall to order in person. Arrived at 4:40pm on a Monday and was told they couldn't cook anything more until 5:30pm?! Nothing for sale. Went to the other location in the outlet mall and was told the same thing - they were unable to cook anything for an hour and were closed. Why would you run a business this way where no one can order food at 5:00 in a shopping mall? Terrible service and surprise for my kid ruined. They turned the lights off and I'm not sure what they did for that next hour and a half - I didn't stick around...

This place is very poorly organized, riddled with incompetence, and the workers are lazy!!! The workers.... OOPS I should say people lounging around, who wasn't making pretzels. The cashier informed me that he ran out of sour cream and onion pretzels at 5 pm. WTH??? I didnt believe a word he said. I really hope these people who are supposed to serve customers stay in school, or if they are done with high school get some type of of training to gain knowledge about how a...