Auntie Anne's — Restaurant in Wayne Township

Terrible service, but karma helped make it better.

My nephew bought and paid for pretzels and a mango smoothie. After waiting several minutes, the cashier asked him what he wanted again (forgetting that he was waiting for the order he paid for). He came back and told us that the drink he ordered didn't taste right. My sister and her other son each took a sip to make sure. As soon as I saw it go up the straw, I knew it wasn't what he asked for.

Had the drink been less than $2, I would have let it go, but $6 (rounded up) was a little more than enough for a refund. I walked with him to the store, had him explain exactly what happened, and went back in line. I wanted to be polite and cordial because I understand that service work is difficult and customers can make a bad day become worse. I also believe that being polite to service workers gets the job done better than ignoring it or being upset.

We didn't cut the line and demanded a refund. We patiently waited in line. I did notice the shift mangaer (I assume) stare daggers at us, but I only smiled back.

We got to the register, and I said verbatim, "Hello, my nephew ordered a mango smoothie a few minutes ago, but this isn't a mango smoothie. Could we get a refund for the drink, please?" The girl cashier looked confused and referred to the shift manager, who promptly chose to start to remake the drink. When I saw what he was doing (not making a smoothie but another mixed drink), I stopped him and reminded him that I wanted a refund for the smoothie, not another drink. The girl cashier then walked to the back room.

The manager then started to give me a refund. To look up our order (because the girl never handed my nephew his receit), he asked if we purchased anything other than the drink and I said yes. Then he asked what my nephew paid for it, and my nephew said $15. So he went ahead and refunded us our drink. BUUUUUT, he was so upset and angry (clearly by his expression) that he didn't ask us if we paid with cash or credit, so he refunded someone else's order. He handed us the receipt, and we told him we paid in cash, and he had to refund US our drink. BUUUUT, instead of the $6 that I expected, he handed us the full $15.

I wanted to correct him a final time and give him the correct change, but he refused to make eye contact with me. He turned his head to the side in annoyance, and I accepted it as is.

The customer may not always be right. But in my own years of customer service, I always found that a level head and politeness does greater good than attitude. I also know that the workers are mostly teenagers and young adults, so I want to be kind to them in their entry in the workforce. However, if they are as arrogant and indignant as these two workers, I'm not sure any amount of patience can help.

Now, at the end of their day, they will be short $30,...

Very poor customer service. Tried placing $20 order prior to 5pm when the mall closes this evening at 6pm. All 5 staff were just standing around when we approached with all equipment off. Was told they are shutting down for the day early because they had a busy day already!!! Ok fine, but refused to print off a receipt showing a refund placed in my card. Told me they cldnt do that I had to take a pic of the screen and was told it would be 7 to 10 days before I received refund.

App shld not have even allowed an order to go thru or a charge to be made if they are closed or a refund shld be applied immediately if moneys is taken off when...

My experience was terrible! I went up to the counter and asked if they had any cinnamon pretzels. The lady said no they don’t so I asked if they could just take the plain pretzel bites and put butter and cinnamon on it and she said no.. I walked away without any food and was pretty upset! I understand that it is just pretzels but that is no way you treat a customer... that is how you don’t get customers to come back! I have gotten pleasant workers in the past be very kind and respectful... they did the very best to please my needs but this one lady was utterly...