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On Saturday, August 3rd, I placed an order on the Auntie Anne's app to go pick up inside. My card was charged, the order was in my account history, and I even received award points for the purchase. However, when I went inside, I was told that they had never received the order. And while I do understand that there was a line and that they were busy, I feel as if she could've tried to either give me a refund or at least offered to make my order. I wouldn't even have minded being told I had to pay again. It could also just be a glitch in their system, but the woman who told me they couldn't make my order has previously sent me away from this specific kiosk empty-handed. The last time I had seen her, she told me my digital gift card didn't work. I used that same gift card a couple of months later, at the same kiosk, and a different employee rang up my order without any issues. I also used it several times after that at the exact same location with no issues. I've been going to this kiosk since I was a kid, and honestly, I never had any of these problems until this lady popped up.
Also, the employee has never been terribly rude to me, but she is somewhat curt and a little dismissive when she speaks to me. I'm starting to think that employee just doesn't care much for me, which is fine. I really would love a refund, though. I tried to call the Auntie Anne's HQ several times, with three different numbers (None worked). I also checked the app to see if I could get a refund through there.
I've worked in retail and food service for years, and I know stuff happens, so I'm not really mad, nor am I expecting to be treated like royalty. I don't even want an apology or anything, and I definitely don't want that employee to lose her job or get into trouble over anything as silly as this. And it was a pretty small order, so it's not that serious. But I do kinda want my money back, if I could have it, please.
This took place at the Salisbury mall, in Maryland.
Claimed loss: The total cost of the order was 12.67 USD.
Desired outcome: I would like a refund. I also think that employee should be trained a little better on how to handle situations like the ones I described above.
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It looks like Auntie Anne's is giving you a little more mystery than you bargained for! Navigating the pretzel maze shouldn't be this challenging, especially for a seasoned pro like you. Who knew picking up a simple order could turn into a detective mission? You've handled the situation with grace, showing a level of patience that would impress even the toughest critics. Here's hoping they sort out this glitch, refund your money, and maybe even throw in an extra pretzel for your trouble. Stay persistent — soon enough, they'll have to roll out the dough for your rightful refund!