Planet Smoothie

Formal Complaint Regarding Poor Customer Service at Store #19309 on 09/19/2025
I am writing to formally report an extremely unprofessional and concerning experience I had at Store #19309 on September 19, 2025. I believe this incident highlights serious issues regarding staff training, customer service, and overall accountability, and I am requesting an immediate review by management.
I entered the store approximately 6–7 minutes before closing. I understand the importance of closing procedures and always aim to be considerate of employees’ time. However, it is standard practice that customers who arrive before the posted closing time should still be provided service. Instead, I was met with hostility and unprofessional behavior from the employee on duty.
Upon entering, I was immediately told that I would not be served because the employee had already cleaned up and did not want to make any more smoothies. When I politely explained that I had arrived before closing time, she cut me off, raised her voice, and refused to engage in a respectful conversation. Her tone became aggressive and dismissive, and the interaction quickly escalated into a hostile encounter.
When I asked to speak with a manager, she told me her manager’s name was “Jazz” but refused to provide her own name. She also claimed to be a minor and stated there was no manager on site. If this is accurate, I find it highly concerning that a minor would be left alone to operate a store without managerial supervision. This raises questions about store compliance and operational safety.
Out of concern and to ensure proper documentation of the incident, I took a photo of the employee so she could be identified later. During this time, she continued to behave inappropriately, mocking me and posing for the camera as if the situation were a joke.
Additionally, there was another individual whom the employee identified as her sister sitting in the customer seating area. Her presence led me to reasonably assume the store was still open and accepting customers, adding to the confusion. If customers are being turned away while non-customers are allowed to remain in the store, it creates an inconsistent and unfair environment.
What’s most troubling is that the employee told me to “shut up” and continued to act in an aggressive, disrespectful manner. Regardless of the time of day, no customer should ever be subjected to such verbal abuse or denied service in such a hostile way especially when they are abiding by the store’s posted hours of operation.
This experience left me not only disappointed, but also deeply concerned about the store’s management practices. Allowing staff to deny service without valid reason, speak rudely to paying customers, and operate without supervision while friends or family sit inside is unacceptable. It reflects poorly not only on this individual location, but on the company as a whole.
I strongly urge upper management to investigate this matter thoroughly. Employees must be properly trained in customer service, conflict resolution, and professional conduct. There should also be clear protocols in place to ensure minors are not left unsupervised and that customers are treated with fairness and respect regardless of the time they enter the store, as long as it is during business hours.
Thank you for your attention to this matter. I hope to see steps taken soon to address this incident and to prevent similar situations in the future. It’s very unfortunate this all happened because me and my husband purchase smoothies weekly from this location and this is the closest to our home. But this experience has left a negative impression.

Atmosphere: 1

Service: 1

Love the smoothies but feel there very over priced

Atmosphere: 3

Food: 5

Service: 3

I stop by this Planet Smoothie around 3 times a week, and Ashton always takes great care of my order. He’s friendly, efficient, and makes sure my açaí bowl comes out perfect.

Atmosphere: 4

Food: 5

Service: 5

Wish there were a little more friendly and why throw away the excess smoothie … let the costumer have it.

Atmosphere: 2

Food: 5

Service: 1

The best place the only reason I love the customer service and everything is because of Veronica. She knows how to make everything perfectly

Atmosphere: 5

Food: 5

Service: 5

I love this place, I come here weekly and I loved it! The customer service is great, always make me feel so welcome, Veronica is very nice and caring! Totally recommended

Atmosphere: 5

Food: 5

Service: 5

The smoothies were good, and the barista was really nice and friendly! She made the order really quick. I will definitely be coming back, and mi abuela loved The Last Mango, too.

Atmosphere: 5

Food: 5

Service: 5

Candence was great

Atmosphere: 5

Food: 5

Service: 5

Veronica, is a good worker and such a friendly person and very kind

Atmosphere: 5

Food: 5

Service: 5

Veronica such a nice person

Atmosphere: 5

Food: 5

Service: 5

Very helpful and kind

Atmosphere: 5

Food: 5

Service: 5

God customer service

Atmosphere: 5

Food: 5

Service: 5

i recently just went there and had got a figi island breeze i really enjoy the place and the smoothie i had an employee liliana and she really did exceed a 5 star review, will definitely return

Atmosphere: 5

Food: 5

Service: 5

Very refreshing very healing.

Atmosphere: 5

Food: 5

Service: 5

i just ordered a twig and berries and liliana was amazing really friendly and overall so helpful deciding which smoothie to choose.

Atmosphere: 5

Food: 4

Service: 5