Tropical Smoothie Cafe — Restaurant in Virginia

Lets start by saying i visit this location frequently and 90% of the time service is great very quick & delicious product. With that being said my most recent visit was not as great smoothie was delicious as always however good customer service is key and bad service will turn me away from any business no matter how good it is. 0/4 visible workers took time to greet me nor any other guest i just started ordering since the cashier said nothing then i stated I had my reward code on my phone and usually the cashier will let me know when the system is ready for me to scan today the cashier just said you can scan it in a nasty manner than she walked off to do other things as I was waiting to pay with cash she comes back and says hit the X I said I’m paying with cash she said the card didn’t even go through again I said I’m paying with CASH. So I paid and waited she called other guest out by name but because of my now unhappy demeanor im assuming she just sat my cup down and looked at me and said nothing and I still said thank you. All of this happening while she very loudly discussed personal issues with management with another staff member instead of paying attention to customers very unprofessional. I will add there were two male staff members who are regularly here when I visit that were cooking food items who are usually very nice when they are on the other side and I’m sure they could tell how annoyed I was I do not hold them accountable for any behavior that happened VERY DISAPPOINTED. Cashier with issues ive never seen there before claimed to be GROWN well as someone in mangement in the customer service industry she was the complete opposite of such. The behavior was very childish and needs to be CHECKED if she plans to ever keep a job long. And NO MASK the only one there without one how careless during a...

If I could give this location ZERO stars I would PLEASE READ THE REVIEWS not one lie told when it comes to customer service or the wait! I did a online order , place is obviously understaffed when I walked in there was a whole crowd at the door. I made my way inside first time being at this location since before Covid , long story semi short my smoothies had been sitting ! Walked in the so called manager ask my name I gave it , he said online order I said yes , after time goes they ask another lady if she was online she said no but she is (me) everyone is leaving I’m the only one there now I assumed they are just busy and short staffed I asked when will my order be up the man ask my name Again and says “oh I forgot I put your order over here) now it’s been 2 min shy of 15 min the smoothies were watery he ask if I wanted them re made OF COURSE ! He told me I had to throw the drinks away first before he could remake them….I told him here you do it ! Before the drinks are remade he ask staff if anyone wanted the drinks first (sir customer service please I’ve already waited just make my smoothies over and ask later) I ask who the manager was I was told he was …asked his name he told me he wasn’t giving it to me , I asked for corporate number and he said he wasn’t giving that to me as well! I never got loud never screamed never cursed any of that yet he lacked so much customer service ! If your going to have pick up order on the other side of the store make it known because when it’s a crowd you can barely make way over there you walk right into the in store pick up area. Not sure how long this man has been a manager or who made him manager but someone needs to teach him customer service etiquette. You have the young ladies in the back tugging and pulling up there pants while making drinks , just a whole...

Yesterday, I was there a little early for an online order, and I simply wanted to know if my order could be filled prior to the time I had originally indicated in my online order. The cashier looked to see if someone had already filled the order, in which it hadn't been- of course. I asked if it could now be filled since I'm here, and he, along with another employee just stared at me for a few seconds as if I was going to answer my own question. (I realized later that the order doesn't generate in their system until closer to the time indicated when originally ordered- which no one who worked there seemed to understand or be able to communicate.) My order eventually came thru. My issue then was that my smoothies had been made, and sat there for about 20 minutes prior to getting my food- this may just be a tropical smoothie issue. I understand that all restaurants have things that can't be controlled, but my patience would have been extended if the customer service was at a reasonable to high level. I will not be returning.

Suggestions: Ensure all employees understand the importance of customer service, and know HOW to extend it to all customers. When short-staffed or for large food orders, make smoothies for those orders later in...