Complaints

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On Monday 2/27/2023 I place online order. I needed the order for delivery and mistakenly pressed pick up. I alerted the store right after the conformation was sent that I need to cancel the order and resubmit the order for delivery. The manager Tim said that could not refund the order and that i could come and pick it up. I told him that I did not have transportation to the store so I would need a refund. I than asked for the name and number of the owner so that I could speak with them about getting a refund the manager Tim told me to look online. I put in a complaint with the corporate office but they said it not much they can do since its a franchise. The total for the order was 45.58. The store once again refused to give a refund fro food I never received. the order number for the order for this transaction was ***************** This order was for my office we had 3 pair and save meals and 3 cookies.

  Business response

  04/05/2023

  
  We had talked to Ashley,

  She placed an order thru our mobile she selected "pick up" by accident. Once she called the stored her order was already made and ready for pick up. We told her that we have a no refund policy, but we could remake your items anytime if you mistaking order for pick up by accident anytime same week. Which was very generous of our policy. COME ANYTIME TO PICK UP THE FOOD. 

   

  We just cant be canceling every order because user mistaking selected  pick up instead of delivery. 

   

   

  Told her that we are more happy to make her item again during that week of order. She is welcome to pick it up anytime that week of your mistaking order for pick up. We will make the same order and give it to her. 

  Then she got really nasty over the phone starting to curse at us call us names. Just really nasty. 

  Customer response

  04/12/2023

  
  Complaint* ********
  I am rejecting this response because:
  
  Sincerely,
  
  Ashley *****

  Customer response

  04/12/2023

  Good afternoon! I am rejecting this complaint because the employees were rude and nasty on the phone. They hung up on my several time. They passed the phone back and forth amongst themselves. When I asked to name and  number for the area director or owner they told me to look online and hung up. I also  do not have transportation to the location.

  Business response

  04/20/2023

   At this point.......What can we do to make this better ? We just going in circle can we need to move from this. 

  Customer response

  04/21/2023

  
  Complaint: ********
  
  I am rejecting this response because I would like a refund.
  
  Sincerely,
  
  Ashley *****

  Business response

  04/24/2023

  Not sure what you mean by that. We already offered you. 

  Customer response

  04/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I would like a full refund. 
  
  Sincerely,
  
  Ashley *****

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 7/25/22 at 10:23 AM, I placed an online order for an amount of $21.70. I immediately realized that I placed it to the wrong store and called at 10:24 AM and spoke to the manager Eli. Eli told me that he could not cancel the order (although nothing had been prepared or made yet because I called literally 1 minute after submitting the order) because the store owner made it a policy. He said that I could go online or talk to the store owner. He confirmed that he left a note for the owner to call me. THE STORE OWNER NEVER CALLED AFTER MULTIPLE ATTEMPTS. I requested a refund online on 7/25 and have still not been reimbursed. MY MONEY WAS TAKEN AND I NEVER RECEIVED ANY FOOD. TROPICAL SMOOTHIE HAS STOLEN MY MONEY AND REFUSES TO REFUND ME. I HAVE CALLED CUSTOMER SERVICE MULTIPLE TIMES AND ALL THEY DO IS RESUBMIT THE TICKET AND TELL ME THAT THEY CAN'T GIVE ME AN EXPECTED TIMELINE. I HAVE NEVER RECEIVED EMAIL CONFIRMATION THAT MY REFUND REQUEST WAS SUBMITTED. I EITHER NEED MY MONEY BACK OR A GIFT CARD FOR THE FULL AMOUNT. THIS IS ROBBERY.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩