Orange Julius

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Poor Service, Improperly Prepared Food
Posted by on
PRIME OUTLETS, HAGERSTOWN, MD, MARYLAND -- I am writing this letter to inform you of a negative customer experience I had with the Orange Julius vendor in the Hagerstown, MD Prime Outlets. Not only do they offer poor service, but they absolutely refuse to give receipts unless you specifically ask for it.

I had a problem with my order today, and the manner in which it was handled was atrocious. I ordered 2 chili melt dogs with cheese and onions, an Oriole Blizzard, a medium Coca-Cola, and a Sundae Cup to go.

When the individual behind the counter gave me the Oriole blizzard I informed her that it was to go. She scraped off the top of the blizzard and pressed the remainder down with a flat lid. I asked her if this was the same Orange Julius type of franchise that was in the Valley Mall. She asked why and I told her that they use dome lids. She replied they were out of lids. So I asked for a new un-scraped blizzard without a lid. (The manner in which she handled the first one was unacceptable) Her attitude was take it or leave it.

The other girl that was working on my order asked me to taste the Coca-Cola because she had just had to restock it. I tasted it and told her it was alright. She filled up the rest of the cup.

She then proceeded to make the hot dogs. They were out of chili. She then asked where to get more. Once instructed she removed the chili container from the refrigerator beneath the hot dog station counter and plopped a few scoop fools in the warmer. All this is occurring within eyesite of me and with the individual rubbing her nose, scratching her buttocks, her hair and wearing no protective hand guards. I asked another cashier if I could get the phone number to the manager or franchise phone number. She asked why and I told her because you are not stocked and the service is poor. You have run out of everything that I have ordered. This just isn't right. The party I was with has already finished eating. She then informed me that this was not a fast food restaurant and asked me if I thought it was. I told her yes, and asked her for a number for the manager, owner or franchisee so I can inform them that I believe there is a problem. By this time she was stating that I did not have to raise my voice at her, which I wasn't doing, but she was. I was speaking at the same level that I spoke when I placed my order and my voice may have been loud to make sure they could hear over the crowd noise which was loud, the place was packed. I suspect that she used this tactic to intimidate me.

She asked if I wanted my money back, I told her that I just want my order, and that I have been waiting 15 minutes since I placed the order. Some other lady said that it had not been that long and that it was only 7 minutes since I placed my order. Okay, if it was 7 minutes, then why have I still not received my order? Actually folks, it was more than 15 minutes and the employees were getting a little uncooperative by this time.

The individual that prepared my hot dogs gave them to me and the packaging was opened. When she handed them to me, my finger touched the chili. It was still cold from being refrigerated and the cheese was still cold also. It was not even partially melted. I told them that these were not right, and the manager immediately yanked out of my hand and threw them away and then disappeared to the back room in anger. She didn't even ask what was wrong with them.

Another cashier asked if I wanted my money back and I reiterated that I wanted the phone number of the owner, manager or franchisee so I can complain. Another cashier (the manager?) stated that they had just taken in $2000 in a few hours and that they were out of stock because of that and what did I expect, or words to that effect. In other words, so what, screw my order.

They left to the back room again and one of them returned with a phone number and told me that I should call this number in order to get my money back. I told her that I have not received my order and should not have to call a number to receive my money back. She then said that she would call security, and I told her that she wouldn't have to, because if she did not refund my money for the order I did not receive, I would call the police myself. She gave me my money back and the phone number. I called the phone number and it appeared to be a non working number or a number with a fast busy signal. I informed her of this and she madly told me to dial the number in front of her so she could hear it. Once again we received a fast busy signal. She then went to the back room and came out and told me that it should work now. It appears that the number she gave me was not the correct number or a number to one of the employees acting as the owner.

I left the counter and met with my party and told them what had happened. I tried to call the number again to complain, it rang and no one answered. After about 5 minutes after the incident, we were approached by mall security asking us to leave. Evidently because we were trying to call the number we were instructed to call. I was completely taken aback by this, and he stated that I had caused a scene at the counter and asked me to leave or I would be escorted out. This is of course after I had left the counter and met with my party, approximately 5 minutes later. First I informed him what actually occurred, once he heard that I was given the phone number to call, and I had not caused a scene, he became very empathetic. He called his boss and let me speak with him. His boss stated that I should file a complaint with the customer service desk and they would follow it up with the Mall Management and with the Franchise Headquarters, not the local owner of the establishment.

I have frequented this Orange Julius location since it opened some 18 months ago. Particularly to order 2 Chili Melt dogs (their signature hot dogs) on each of dozens of occasions. Generally speaking, good service at this particular location is hit or miss. Even when they are not busy, the attitude and work ethic of the individuals working behind the counter leave a lot to be desired. Also, it seems that every time I visit this particular location, I have to ask for my receipt or I don’t get one.

Generally speaking, establishments such as this run really well with direct owner involvement. I experienced exceptional service when the retailer opened about 18-24 months ago. However, I noticed that level of service and quality has gone down considerably over the last 12 months. I do not profess to know why, but would suspect that owner or adequate supervision does not occur as it once used to. I have frequented other locations of Orange Julius and have repeatedly received exceptional food and service. Probably because of direct involvement with the owner/franchisee. It appears that the girl that was preparing my order was new, and no one was going to lift a finger to help her. In fact, when I was the only customer at the counter, she was the only one working. The others had disappeared into the back room and she apparently was frustrated for having to restock everything. She started complaining to me about it. While the other employees were on break, they did not even attempt to restock. That is not teamwork and appears to be caused by a lack of adequate supervision.
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adzidek on 05/28/2007:
Great post - well written, albeit a little long. Sounds like you were reasonable and patient, and I have to agree with you - if what you say is true, then the service there does leave a lot to be desired. I think you might find that going to the franchisee might be a fruitless effort; after all, if they've lost interest in adequately supervising the establishment, then I'd venture to say that they might not be too receptive to complaints about it. But the idea about Mall Management might prove to be a good avenue - let us know how it goes!
Anonymous on 05/28/2007:
I used to like OJ's but they all got old out here and no one refurbed them so they just closed down. I'm sure there are a few left but they let the competition do some serious butt kicking over the last 10 or so years.
Starlord on 05/28/2007:
I used to love OJ's, but have lived in areas where we do not have access to them,and they have not been in the very few places we've been in years. Part of the problem seems to stem from one of the crew being new (asking where the chili sauce it was a very good indication.) Add to this that they had just had a rush ($2,000 in business,) and you have a prime recipe for frazzled nerves. If you normally have received good service, then take ALL factors into consideration, not just your impatience, and make a helpful suggestion or two, rather than getting your back up and becoming obstreporous. This appears to me to be a simple unusual occurrence that you escalated into a major problem. Get over yourself, things like this do happen.
runaway on 05/28/2007:
From your letter, it really seems that your attitude had a lot to do with the problem. It sounds like they were doing everything they could to get you to leave; businesses don't do that over a simple issue unless attitude was involved.
Yes, it's a pain when restaurants run out of things, but life happens, and it sounds like you were involved in escalating the situation.
Rory on 05/28/2007:
Thank you all for your posts. Starlord, there was no impatience on my part, much of the incident occurred after the actual employee preparing my food complained to me the customer, about the lack of help she was receiving. I have received excellent service at other OJ's in the area, but this particular location consistently performs below their peers. It was only after the manager had yanked the hot dogs from my hands and threw them away without asking what was wrong with them, when I requested my money back. She then refused to give me my money back unless I called a phone number. I did finally receive my money back. Having a $2,000 run does not negate poor service. Best Regards to you all.
Justusryan on 05/28/2007:
scoop fulls, not fools.
Noneill on 05/29/2007:
Just one comment... how can they refuse to give a receipt until you ask for it? ? ?
adzidek on 05/29/2007:
LOL noneil. Also...does OJ sell Blizzards? I thought that was DQ.
Anonymous on 05/29/2007:
Noneill, how many times have you paid for something and noticed the cash drawer was open just a crack and they just opened it and made change? Not ringing anything up? It's called skimming. When the boss is not looking they pull cash from the register that way. Bar tenders do it the best. Business owners like liquor stores will do it to pull cash from their own business. Some business owners will throw a cash register receipt away for a whole days business. I used to work in loss prevention.
adzidek on 05/29/2007:
superbowl, I think what noneil is saying, is how is it possible to refuse something that hasn't been asked for?
Rory on 05/29/2007:
Generally merchants offer the receipt when they give you your change, you don't have to ask for it. They do not do that at this establishment. On some occasions I have asked for my receipt because the pricing just didn't seem right. They actually had to re-ring the order a couple of times, supposedly because they couldn't find the original or someone hit the wrong key, or you get that dumb deer stare from the cashier like something just happened to my register. Maybe all of my problems Sunday was because I accidentally stumbled into something a little more troublesome than just bad service and food. I should have realized something was amiss when I saw one of the cashiers stuffing her pockets with the money from the tip jars that were on the counter. It would seem to me that they would collect the tips and split them at the end of the shift since there were 5 people working. Now I understand. I'll be more careful next time. Thanks!!
Ponie on 05/29/2007:
starlord, good word 'obstreperous.' And his blow-by-blow relating of this episode enforces my belief that this was his exact behavior. The non-working phone number reminds me of what I used to do during my single, bar-bouncing days with a group of friends. When members of the opposite sex asked for my phone number and I had no intention of having contact with them again, I'd give out the phone number of the police department in a very small nearby suburb.

Rory--get over yourself! The world doesn't revolve around you.
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Something's Rotten At Orange Julius
Posted by on
MINNEAPOLIS, MINNESOTA -- My sis & I signed up for the Orange Julius club because there's a kiosk in our mall & we enjoy the drinks. It's paired with a Dairy Queen & owned by the same couple I think. I went to the mall with a friend & we stopped in to get a drink. I told the woman what I wanted & there was NO conversation between us. I even said "Have a nice day" when I left & she said nothing. I thought she must have been having a bad day & left it at that. The next time I went I had received a coupon for a free drink since I had signed up for the club. Same woman, same thing. I hand her the coupon & she clearly gets mad as she snatches it our of my hand. Then she starts yelling something to her husband in her native tongue. They argue back & forth & finally she makes me the drink, hands it to me & says nothing & treat people like that. I told my sis what happened & she said we'll give them one more try & that she had a BOGOF coupon. We go over & order & hold out the coupon & she snatches it & all of a sudden she can talk. We read the coupon carefully & it said BOGOF of the Premium drinks.

She starts arguing with my sis that the coupon is only good for the less expensive drinks. We should have told her to go to hell at this point & left, but damnit I wanted my drink - that's the point! I shouldn't have to not go somewhere because someone is so rude & disrespectful! So then she starts arguing back & forth with her husband in their language & is pointing at us & everyone in line is looking & laughing at us wondering what's going on. Finally her husband tells her to give it to us. She throws the coupon down & goes to make the drinks (she took her time & made them very slowly & made us stand there & wait about 10 minutes). She looks over to select a banana & starts to grab a yelow one & then retracts her hand & grabs the brown (very rotten) one & makes our drinks with that one! Still, she never says a word. Just hands us the drinks & makes a face at us!

Now, I understand that some places do not like to take coupons, but they decided to franchise the place & they have to do it in order to make money. The company needs to make sure that their name is not being compromised as in this case. It make me want to never got to an Orange Julius of Dairy Queen again & this costs the company customers & money. The point of the coupon is to get people there to buy more things & I would have. Her attitude is a far worse in her losing money than that drink will ever be. We would have bought more if the service was good, but they will NEVER get another penny out of these girls.
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Anonymous on 05/25/2010:
It truly and dearly baffles me sometimes the attitude that employees, and even owners, can display towards the customer. I agree with the observation that perhaps she was just having a bad day. Everyone does. But to repeatedly act in such an unprofessional manner is inexcusable. If they hate their jobs and customers so much, then why not quit and find something you enjoy doing. Very few of us can actually find a job we love, but at least don't work somewhere you hate. Your attitude tends to spill over on customers when you do.
Sheriffs Uncle on 05/25/2010:
Maybe Debtor Basher should open a new establishment called "The Annoying Orange Julius".
Anonymous on 05/25/2010:
Actually, you may have stumbled onto something there Uncle. Perhaps, Orange Julius could put a spin on that somehow and use it as a marketing device.
Venice09 on 05/25/2010:
It wouldn't work on me. It would scare me away, just like the King!

One thought about the banana.. maybe the riper one was more appropriate for the drink. The yellow one might not have been ripe enough. But considering her overall attitude, you might be right.
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