Terrible product they're trying to serve paying customers and even worse customer service. This was a wild and disheartening experience of a place I have been patronizing for many years. Witnessing the decline is just really sad. I purchased an original salted pretzel today at about 4:25 pm. I waited about 10 minutes for a "fresh" pretzel. After tearing a piece from the bag and tasting it, I immediately was like oh no, sad face. I then pull the whole pretzel out and saw that it was burnt and about half the size in width that they used to be. I walk back to the store front, wait patiently in line, while I'm waiting other ppl in front of me leave the line. I tell the person at the register that I received a burnt pretzel and would like a refund. The employee making the pretzels walks over pulls it out of the bag, looks at it, makes a face, and says that they will have to go get the manager, I say that's fine no problem I will wait. Another person I'm assuming is the manager goes behind the counter, I explain the issue she says okay, meanwhile she is on the phone, actually all of the employees I spoke with were on phones, and not the same one. She tells me I cannot have a refund, because there is a piece missing I said yes that's how I know it doesn't taste good, mind you only a small piece is missing. She gives me the bag back while saying I can't get a refund, I said well he touched this one now, the other employee who first looked at it and agrees that the pretzel is not up to par and looks burnt. She said she would give me a new one, I said that's fine but didn't want the ones in the display (3) because they looked just the same one even worse. Someone gets behind me in line, I'm watching the person whose making the pretzels touch their phone then the dough all with the same gloves, I say don't worry about it just give me the corporate number. She has someone on the phone telling them what's going on, they're telling her what to say, and tell her there's no number to give me and to put her on speaker phone and take the phone to me, I can hear it all because she was already on speaker phone. She tells me I can't get a refund because part of it was eaten I then explain the same thing to her, I ask if there is a corporate number, she says no they are a franchise and that she's the highest person, there's no one else to talk to and all emails go to her and then refused to give me her name but called herself the general manager. Sorry this was so long but wanted to be thorough in my experience because this was such a negative experience and was handled very unprofessionally. I would like to know who else I can speak to because this is not the first time I have received less than quality food from this location over the past 2 years but it's just seems to be even worse now. 3 people in total left the line during my return after the issue. And another displeased as to how they witnessed that be handle. I remained calm the entire time despite my frustration and just left with nothing.
kyle wessbecher
We went and received poor service and raw dough. We asked for a regular pretzel and the young lady advised it would be 15 minutes so we then asked for the pretzel bites. She then just walked away leaving us standing there awkwardly. Another girl then brought us our 2 cups of nuggets, set it on the counter, and walked away. No one asked for payment. Neither lady said anything. We paid using our credit card and left but could have easily just walked away with the food. We sat down at a table and started to give some to our 4 yr old and realized one of the cups was full of nuggets not fully cooked. We took that cup back, they replaced it and they seemed ok. About halfway through the cup more raw nuggets were on the bottom. We then just threw them away and left. Usually love Auntie Anne’s but this was a disappointment and an awkward experience.
Atmosphere: 2
Food: 1
Service: 1
Camille Frey
Fresh and hot pretzels, clean in the store and drink bubblers were clean, and service was great :)
Atmosphere: 5
Food: 5
Service: 5
john reichle
They are not focused on customers and would rather be talking and cussing with each other....done with this location
Atmosphere: 2
Food: 3
Service: 4
Regina Wortham
This place is a mess and I know for a fact that they and mice.Floors are always dirty and managers have attitudes .They need to shut this plce down
Atmosphere: 1
Food: 1
Service: 1
Bigjaydawgg
This location is TRASH. If anything closes in this mall next, it should be this location. Obviously managed by a “lead” who doesn’t understand time management VS sales.This place was staffed more than McDonalds. Five or six employees in view and the “lead person”would not sell ANY of the 15 cups of Pretzels in the heated display case because she wanted to FILL the case first. Quoted as saying “doesn’t want to get behind”.YOU ARE LOSING SALES. Besides the “lead”, the other employees looked petrified to make a move unless authorized by this “lead”. Your store is here for us, not the other way around.If you’re not ready to open! Change your hours!I hope she leads this place to close.In the past, this location does have employees that were better off at certain 99 cent taco joint. They are mouthy and no customer interaction skills.Good bye to once a great pretzel location.Times have definitely changed.Poorly managed and the owner should be ashamed.Actually Turns away sales! Amazing!Have the day you guys deserve!
Atmosphere: 1
Food: 1
Service: 1
Angela Yeager
I live an hour away from this franchise, so I decided to order a bucket of pretzel dogs. My first transaction went fine. Since I love so far away, my family decided they wanted a bucket as well, so I went to make another transaction for the same thing, when the employees heard my heard, I head one exclaim, “Are you serious?” With an attitude, then another girl, looked at me with the same annoyed attitude and warned me that it’s going to take 20- 30 minutes. I said that’s fine I live far away and I don’t get to come here often, with a smile. Now feeling awkward and like I’ve inconvenienced them, by making them do their job rather than sitting on the stools or standing around in the back.Now I remember why I live in a rural area rather than this city- YOU People, need an attitude adjustment up here.I cannot wait to leave- with my food. Probably won’t come back for another year if at all.
Atmosphere: 1
Service: 1
Jacob
Went to the counter last Saturday at 1pm and was told they were “closed” despite having pretzels in the window. Was back at the mall today at 11:30 and saw a similar sight. Went to the counter and once again I was told they were “closed”. Google says they are supposed to be open and pretzels are in the window. I’ll celebrate the day this place goes out of business.
Atmosphere: 1
Food: 1
Service: 1
Food Critic
Zero stars more appropriate...disgusted looking and non speakimg.. if you hate your job that bad no worries in a short time a robot will have your job and be more courteous... No excuse for BAD service
Janie Shannon
Couldn't get what we wanted because they didn't have it. During lunch on Friday rush they didn't have original pretzels.? Then to top it off, the lady was short with me and didn't even thank me for coming. I walked away during the silence. Awful customer service and no way to inform me of how long it would take to get what I wanted instead of what they had on hand. And when I got my order it wasn't even in an auntie Anne's cup, it came in a "Roma, brand for quality" cup.? The finest pizza and food specialties.?
Terrible product they're trying to serve paying customers and even worse customer service. This was a wild and disheartening experience of a place I have been patronizing for many years. Witnessing the decline is just really sad. I purchased an original salted pretzel today at about 4:25 pm. I waited about 10 minutes for a "fresh" pretzel. After tearing a piece from the bag and tasting it, I immediately was like oh no, sad face. I then pull the whole pretzel out and saw that it was burnt and about half the size in width that they used to be. I walk back to the store front, wait patiently in line, while I'm waiting other ppl in front of me leave the line. I tell the person at the register that I received a burnt pretzel and would like a refund. The employee making the pretzels walks over pulls it out of the bag, looks at it, makes a face, and says that they will have to go get the manager, I say that's fine no problem I will wait. Another person I'm assuming is the manager goes behind the counter, I explain the issue she says okay, meanwhile she is on the phone, actually all of the employees I spoke with were on phones, and not the same one. She tells me I cannot have a refund, because there is a piece missing I said yes that's how I know it doesn't taste good, mind you only a small piece is missing. She gives me the bag back while saying I can't get a refund, I said well he touched this one now, the other employee who first looked at it and agrees that the pretzel is not up to par and looks burnt. She said she would give me a new one, I said that's fine but didn't want the ones in the display (3) because they looked just the same one even worse. Someone gets behind me in line, I'm watching the person whose making the pretzels touch their phone then the dough all with the same gloves, I say don't worry about it just give me the corporate number. She has someone on the phone telling them what's going on, they're telling her what to say, and tell her there's no number to give me and to put her on speaker phone and take the phone to me, I can hear it all because she was already on speaker phone. She tells me I can't get a refund because part of it was eaten I then explain the same thing to her, I ask if there is a corporate number, she says no they are a franchise and that she's the highest person, there's no one else to talk to and all emails go to her and then refused to give me her name but called herself the general manager. Sorry this was so long but wanted to be thorough in my experience because this was such a negative experience and was handled very unprofessionally. I would like to know who else I can speak to because this is not the first time I have received less than quality food from this location over the past 2 years but it's just seems to be even worse now. 3 people in total left the line during my return after the issue. And another displeased as to how they witnessed that be handle. I remained calm the entire time despite my frustration and just left with nothing.
We went and received poor service and raw dough. We asked for a regular pretzel and the young lady advised it would be 15 minutes so we then asked for the pretzel bites. She then just walked away leaving us standing there awkwardly. Another girl then brought us our 2 cups of nuggets, set it on the counter, and walked away. No one asked for payment. Neither lady said anything. We paid using our credit card and left but could have easily just walked away with the food. We sat down at a table and started to give some to our 4 yr old and realized one of the cups was full of nuggets not fully cooked. We took that cup back, they replaced it and they seemed ok. About halfway through the cup more raw nuggets were on the bottom. We then just threw them away and left. Usually love Auntie Anne’s but this was a disappointment and an awkward experience.
Atmosphere: 2
Food: 1
Service: 1
Fresh and hot pretzels, clean in the store and drink bubblers were clean, and service was great :)
Atmosphere: 5
Food: 5
Service: 5
They are not focused on customers and would rather be talking and cussing with each other....done with this location
Atmosphere: 2
Food: 3
Service: 4
This place is a mess and I know for a fact that they and mice.Floors are always dirty and managers have attitudes .They need to shut this plce down
Atmosphere: 1
Food: 1
Service: 1
This location is TRASH. If anything closes in this mall next, it should be this location. Obviously managed by a “lead” who doesn’t understand time management VS sales.This place was staffed more than McDonalds. Five or six employees in view and the “lead person”would not sell ANY of the 15 cups of Pretzels in the heated display case because she wanted to FILL the case first. Quoted as saying “doesn’t want to get behind”.YOU ARE LOSING SALES. Besides the “lead”, the other employees looked petrified to make a move unless authorized by this “lead”. Your store is here for us, not the other way around.If you’re not ready to open! Change your hours!I hope she leads this place to close.In the past, this location does have employees that were better off at certain 99 cent taco joint. They are mouthy and no customer interaction skills.Good bye to once a great pretzel location.Times have definitely changed.Poorly managed and the owner should be ashamed.Actually Turns away sales! Amazing!Have the day you guys deserve!
Atmosphere: 1
Food: 1
Service: 1
I live an hour away from this franchise, so I decided to order a bucket of pretzel dogs. My first transaction went fine. Since I love so far away, my family decided they wanted a bucket as well, so I went to make another transaction for the same thing, when the employees heard my heard, I head one exclaim, “Are you serious?” With an attitude, then another girl, looked at me with the same annoyed attitude and warned me that it’s going to take 20- 30 minutes. I said that’s fine I live far away and I don’t get to come here often, with a smile. Now feeling awkward and like I’ve inconvenienced them, by making them do their job rather than sitting on the stools or standing around in the back.Now I remember why I live in a rural area rather than this city- YOU People, need an attitude adjustment up here.I cannot wait to leave- with my food. Probably won’t come back for another year if at all.
Atmosphere: 1
Service: 1
Went to the counter last Saturday at 1pm and was told they were “closed” despite having pretzels in the window. Was back at the mall today at 11:30 and saw a similar sight. Went to the counter and once again I was told they were “closed”. Google says they are supposed to be open and pretzels are in the window. I’ll celebrate the day this place goes out of business.
Atmosphere: 1
Food: 1
Service: 1
Zero stars more appropriate...disgusted looking and non speakimg.. if you hate your job that bad no worries in a short time a robot will have your job and be more courteous... No excuse for BAD service
Couldn't get what we wanted because they didn't have it. During lunch on Friday rush they didn't have original pretzels.? Then to top it off, the lady was short with me and didn't even thank me for coming. I walked away during the silence. Awful customer service and no way to inform me of how long it would take to get what I wanted instead of what they had on hand. And when I got my order it wasn't even in an auntie Anne's cup, it came in a "Roma, brand for quality" cup.? The finest pizza and food specialties.?
Atmosphere: 1
Food: 2
Service: 1
Restaurantji Recommends
Extremely unhealthy and rude place. One worker played with the raw dough, no gloves while serving . Another were busy playing with his phone .
Horrible customer service at this location!!!!!!!!!!!
Love it love it love
Out of pretzels…
One of the worst experiences at a restaurant ever. Don't waste money! Or time.
Loading...