I'm going to start with saying - the pretzels taste great. If you can ever get them. But that's apparently where it ends, and I think we're done with Auntie Anne's at this point. We've had some previous run-ins with the location (late orders, missing items) but I chalked it up to being busy and we all make mistakes. But, this past month has been the last straw.
Pre-ordered pretzels for a NYE party 5 days in advance. The day of, only an hour before they were supposed to arrive, I got a curt call from an employee who simply said "we're out of pretzels, we're closing, call corporate for a refund". Great, so I have no pretzels, no time to make other arrangements, and now I need my money back.
Emailed corporate 1/2 (because I knew no one was working 1/1). Waited a week, no response. Called corporate on 1/10, they said they couldn't issue refunds (funny, not what store told me) but would put in a case with the store and they'd respond in 72 hours. Great! Except 72 hours passed with no response. Called corporate back on 1/16 and explained this. They said the previous rep may have "sent it to the wrong location" so they'd do it again to be sure. Waited my next 72 hours, no response. Attempted to contact store directly at that point (since they apparently have to give refunds) and no one would answer the phone.
It's been nearly a month since I placed the order (which was almost $100). I feel I went above and beyond to give them the chance to make it right. Since I've no other recourse, my credit card is nice enough to refund me the money and take it from here for failure to receive goods as promised. As for us, we'll buy pretzels from anywhere else (but definitely not here) in the future. read more