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Business Profile

Restaurants

Auntie Anne's Pretzels

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Auntie Anne's Pretzels's headquarters and its corporate-owned locations. To view all corporate locations, see

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Auntie Anne's Pretzels has 2 locations, listed below.

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    • Auntie Anne's Pretzels

      1321 N Columbia Center Blvd Ste 202 Kennewick, WA 99336-2498

    • Auntie Anne's Pretzels

      3801 W 42nd Ave Kennewick, WA 99337-2641

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:11/01/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my disappointment with the experience I had at one of the franchise locations. On September 13, 2024 between 11:15 AM and 12:15 PM, I visited the ********************************************** location (Close to JCPennys and barbershop), and unfortunately, the quality of the food I received was beyond below the standard I have come to expect from Auntie ****** over the years. Prior to purchasing the pretzel, I asked the young Lady if the food was hot and fresh. Unfortunately she was dishonest and the pretzel was hard, cold, and lacked the signature freshness and flavor I usually enjoy. I immediately brought this to the attention of the staff and the franchise owner (*****),hoping for a resolution. However, instead of addressing my concerns, the owner was dismissive, unhelpful and accused me of trying to Scam them. Despite my polite request for a refund, I was informed that no action would be taken, leaving me extremely dissatisfied with the service, location, and Auntie Annes Brand. I have always enjoyed Auntie Annes, and this experience was extremely disheartening. I am bringing this matter to your attention in the hope that you will investigate the issue and take appropriate action to ensure that this location upholds the quality and service standards that your brand is known for.I would greatly appreciate any steps you can take to resolve this issue and restore my confidence in Auntie Annes. I ordered a regular pretzel with cheese dip and a regular lemonade. I look forward to your prompt response. I

      Business Response

      Date: 11/12/2024

      Im sorry for your experience at Auntie Annes. You can come by the store and get a refund. 
      thank you,

      Chris 

      Customer Answer

      Date: 11/12/2024

       
      Complaint: 22501826

      I am rejecting this response because I would prefer not to revisit this location or give them my business ever again. To revisit, this incident took place in September and its almost Thanksgiving. Unacceptable! In addition, if I could grade the interactions with Auntie Annes customer service you would receive an F+. It took me filing a complaint with the A As 1800 phone line, writing and paying for a letter via ****, taking time out of my day to send emails and filing a BBB complaint to get a resolution. RIDICULOUS! I would like to counteroffer and request if you would mail the refund to me as I also do not have plans to visit the mall anytime soon #1 and #2 I dont agree with having to further inconvenience myself by using my gas to drive ***** minutes back to the mall for $10. 

      Sincerely,

      ***** ********

      Business Response

      Date: 12/15/2024

      Let me know the address you would like your refund sent to. 

    Auntie Anne's Pretzels is NOT a BBB Accredited Business.

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