I ordered my Auntie Anne's pretzel online for quick pickup since I had my kids waiting in the car. As soon as I walked into the store, I smelled something burnt and hoped it wasn't my order. When they handed me my pretzel, it was noticeably darker than anything I've ever received from Auntie Anne's. I asked if it could be remade, but no one responded the first couple of times--I wasn't sure if they didn't hear me.
One staff member eventually advised me to try it first because it was "borderline okay." They did offer to switch it for a different pretzel since I was in a rush, which I appreciated, but the whole situation was still frustrating. I ordered ahead specifically so I could pick up and go, and I just wish the original order had been checked before handing it out. When I got to the car and tried to eat it, I realized my sweet almond pretzel wasn't sweet at all--it was bitter and clearly burnt. On top of that, nobody apologized or acknowledged the burnt pretzel, as if it was completely fine to serve it that way.
I really hope this location pays more attention to quality and customer service moving forward, because I've always enjoyed Auntie Anne's and would love to continue having good experiences there. read more