Menchie's Frozen Yogurt

Anthony, I’m trying to understand your review. If you were attempting to pick up your order, why would you drive to an apartment and call? If my team let you down I want to make it right; but I really don’t understand what happened here.

Hello Angela. I hope you can appreciate the tough spot in which a review like this places a business owner. Not having personally witnessed the incident, I can only respond to the differing perceptions of those involved. I will say that the young lady in question, usually an excellent Shift Leader, definitely did not rise to my standard of guest service in this case; and for that I apologize. I joined the Menchie’s franchise organization because I was (and still am) fully on board with the standards of excellence that we all aspire to in providing a great guest experience with both our products and our service. I am truly sorry that your experience was a negative one. I’d like to make an attempt to “hit the reset button” by offering you and your friend a free cup of froyo as an olive branch. If you decide you’d like to offer us a second chance, please call the shop on any weekday between 10 a.m. and 1:30 p.m. to give me your full name so that I can leave instructions for my team if you visit when I’m not there. Our mission statement is “we make you smile.” We usually do. We blew it this time; but life is too short to miss out on opportunities to fix errors and clean up messes. Hoping to hear from you soon.

Thanks so much, Debbie. Our aim and mission is to make you smile. Please let us know if we ever “drop the ball.” Can’t improve if we don’t know.

I'm sorry you don't feel that our product was a good value for your dollar. However, for the purpose of education here, I'd like to explain a few things, as it seems that you are not really familiar with the world of self-serve frozen yogurt. A two-scoop cup of ice cream at Baskin Robbins is $5.99 ($6.52 after tax), and any toppings you add will come at an extra charge. Two scoops of ice cream could amount to no more than 6 ounces, and probably would only be about 4-5 ounces. But let's go with 6: at $5.99, you're paying $1.00 per ounce, plus tax. Our premium private label product at Menchie's (it's made exclusively for our stores, and is not available anywhere else) is sold for 72 cents per ounce, plus tax. That is only 2 cents per ounce more than the nearest frozen yogurt stores that sell YoCream product, a significantly cheaper product than ours, a product which is chock full of artificial ingredients, where Menchie's uses natural ingredients almost exclusively. Still think we're too expensive? Also, yes, our cups are fairly large, but our scales are calibrated to take the weight of the cup off, so you are only paying for what's IN the cup. Once you know what to expect, you can control what you are spending. In order for four cups to total over $30.00, they had to average about 10 ounces each, far more than you would get with two scoops of plain ice cream for $5.99 each. Adding tax, your spend at Baskin Robbins would total $26.11 for 4-6 ounces of ice cream with no toppings. Again, still think we're too expensive? We charge a thoroughly fair price for a premium product. If you're not convinced, that's okay. I'm writing this also for others who might read your review and think we're price gouging. By the way, come into our shop on any warm summer day. We have thousands of happy regular guests whose only complaint would be that they cannot find a seat in which to enjoy their fabulous dessert masterpiece.