Auntie Anne's

The most basic item on the menu — the original twist pretzel — was unavailable and I was told I would have to wait 25 minutes for it. And then when I tried to order an alternate item — nuggets in a cup — they only had one size. Very poor management, and and the place looked unattractive and unkept.

I used to go here pretty frequently, but now I'm just waiting for it to close down. I've been here 2 times w/in the past week, w/ diff workers each time, yet both experiences were subpar or negative. A few days ago, they didn't have either of the items my friend wanted to order (it was around 5pm) so she had to settle for what they already had. I ordered a blue raspberry frozen lemonade & it was just a regular lemonade w/ one splash of blue put in it. The cinnamon sugar pretzel bites felt under cooked so I didn't finish them. I decided to try my luck & go back today, in case things were diff, but they were even worse this time. It was 7pm, one hour before close, but the worker said they stop making stuff at 6pm so we could only order whatever was already made in the glass case. I got a pretzel that was hard as a rock & burnt. We decided to go home to try to soften it ourselves & saw the worker just standing there eating the rest of the pretzels as someone else tried to order. It doesn't make sense to stop making food 2hrs before close, especially if you're then going to eat the already-made food so no one can order it.

The guy who works at this location has zero customer service skills. I've been there a couple of times, and he is always rude, even to my daughter. When you say something to him, he just asks like he could care less.

I understand there was one worker, but service wasn’t good. We had to wait 25+ minutes for our pretzels and once they were handed to us, grease was slipping out & stained my shirt. He didn’t give us a bag until we asked for one but we ordered 4 pretzels, which I think would require a bag. I also ordered 4 dipping sauces of cream cheese but worker gave me 4 caramel sauces. I went back to ask for cream cheese and one of the cream cheeses was open, so I threw it away. I opened the rest, and they all had mold. Atmosphere wasn’t great to me, worker was wearing Nike sandals.

Kid behind the counter with black and pink hair had his music so loud he told us he couldn’t hear our orders, as if it’s my fault that HIS music was loud. Ordered pretzel nuggets and it not only tasted stale like it’s been sitting in the glass case all day, but it was also burnt. Ordered an Almond pretzel too and it was burnt and looked like a pizza. Counter behind where all the baking is done looked a mess and just disgusting like it hasn’t been wiped down for over a week. Pieces of pretzels just left on the counter and on the floor. Horrible service and I don’t recommend eating at this location. I’ve been a fan of Auntie Anne’s for awhile but not today 😔

This location is a joke. Never has anything ready. Will tell customers they have to wait 10-15mins to even order, and wait an additional 20mins for a pretzel.

I was at Chapel Hills with my friends last month and we got the idea to go get some pretzels. So we went and got our food, it was cold, the cheese sauce was separated, and the restaurant was dirty. The worst part was when the worker decided to steal!! The total was 46 dollars and some change so my friend gave the worker a 50 and he just took the 50 and didn’t give us back the change. So if you ever want the workers to leave themselves a tip, highly recommend! But for those who don’t like being thieved, do not recommend!

It was absolutely disgusting and expensive. The place looks dirty . I ordered almond pretzels, and it was burnt and tasted gross. The lady with purple hair refused to bake new pretzels. Avoid this place their food was disgusting.🤢🤮

Pretzel bits hard and burnt ones on bottom of cup!!!! Never will recommend cause there was a ROACH baked into one!!!!!!!

Love the food. Everyone is nice. There's tables in front of the place to eat at and a bathroom close by. You can also take it to go.

The food here is not what it used to be... The employees of this location are super unfriendly and kind of dirty looking. Their prices are ridiculous! We will never go here again.

I know this is Colorado but come on! The worker was extremely HIGH and could barely open his eyes. He wouldn't respond or type anything when I was ordering and just seemed confused. Then he gave us 3 cups of COLD burnt pretzel nuggets and one very hard OLD pretzel. The water was room temperature and it was all a disappointment. Used to love these pretzels.

food was burnt. guy who served us was really rude and made fun of us. there were a lot of skater boys around and it was hard to enjoy. lighting was harsh and unflattering. they were just sitting around and not doing they're jobs. our server was wearing headphones.

I'm doing this to myself but three times now in the last several weeks and I got two pretzel dogs that were completely undercooked on the inside and it smelled very weird.

What a disappointment! I used to love Auntie Anne's pretzels but this last experience left me wanting more. My daughter and I decided to share some pretzel bites as a light lunch and it was definitely a light lunch. The regular size was not filled all the way and were stale. We had to drench them in cheese in order to choke them down. This was even on a Saturday during the lunch hour. The young girl at the register didn't seem to interested in helping us out either. Customer service just isn't what it used to be.

I placed an order for pickup online 45 minutes ahead of time and paid for it, but they only started making it once I got to the store. Then waited 30 minutes for it to be ready. What was the point of ordering online then?! And to top it off, they didn't even give me my complete order, which is why I'm giving this place a 1-star review.

Been here 4 times in the month of November/December. Though I love auntie pretzel dogs. They never have them. And tell you it will be a 45 minute wait. Unless it's in the case that's the funny thing they only ever like 1 or 2 pretzel in the "CASE" then they never have the sour cream seasoning. I guess whoever owns this place is trying to run Auntie Anne's into the ground. Hopefully this changes

I honestly don't know why there are so many horrible reviews. The kids had some fun money to spend, so we wandered around the mall. Service was fast, the two young employees were polite and friendly. The line was long, but it moved at a nice pace and they handled it efficiently. Pretzel bites were great, the lemonade is always good.

I loved this place growing up, but in the last year, I've gone two times, waited 10 minutes and never had anyone come to the front. One time where they told me they were closed in spite of posted hours.

we came when it opened and was told to come back in 15 minutes. we came back and the worker was on break for another 15. put in a mobile order while he was on break, and had to wait an extra 20. he was texting while making pretzels. shitty customer service. Poor dude needs more help. more coworkers

I don't think anyone is actually going to read this but this place is TERRIBLE. There is one kid, I repeat ONE KID who just blankly stares at you when you order and says nothing. The floor has trash everywhere and they don't have ice? There was another gentleman in the back who is sitting watching this kid struggle and then just left. There are no napkins, straws or anything restocked and I watched 3 or 4 customers ask for a straw and the kid repeatedly point them to where he clearly saw it was empty. I'm very confused why the owner or manager thinks any of these things are acceptable. There was a decent sized line and ONE kid who refuses to talk running? Seriously a joke.

Kelly and her staff made mini hot dog pretzels and they were very burnt it was so bad they were hard I wanted Kelly and her staff to remake them, she said it would take 30 minutes to do. I have had Pretzels here before and they were ok this time it was very disappointing. She didn't even want to redo them till I kept asking. Kelly put me with her manager Nick and all he wanted to do was a refund. Then I spoke with Lola the other manager and she was super nice, she was super apologetic to me offered to take care of the situation and remake them.

Def needs improvement . Also this location does not participate in Veterans Day offers advertised by the firm

Imagine going to get a fresh-made pretzel! Normally I would really enjoy that! I did so today, however the two high-school aged guys who were working the counter used disposable gloves. One would think this is a good thing, right? Not necessarily... what if they were rolling out the dough, and then taking payment, handling bills and coins, entering orders on the computer/cash register, and then going back to prepping the food, all while using the same gloves. Can you imaging the germs found on a dollar bill being rolled into your pretzel? Had there been a manager on site I would have made a comment about the apparent misunderstanding of the purpose for the gloves ---- to protect customers from germs, etc. Cross-contamination is not something that makes me want to buy more pretzels. A few wise words of instruction and training will keep this from happening. Never should it be appropriate to go directly from food prep to the register without a fresh set of disposable gloves.

How can a pretzel place not have any mustard? Pretzels were mediocre, and the cheese sauce was room temp.

Ok. So the last time I wrote a review for Auntie Anne's it was really positive. Well now I have to change that review, specifically for the Chapel Hills location in Colorado Springs. I just waited for 20 minutes for 2 almond pretzels. When I went up to check on the order, it was never put in, so I had to wait another 10 minutes. A lady who had been waiting as well came up and told me that she had been waiting for almost an hour for 4 pretzel dogs and 2 pretzels, and the hots dogs were burnt. There were several other people nearby waiting for their orders as well. The service here has gone down severely. I won't be returning.

Very poorly run and operated. Every time I come in, the store is manned by young people who could care less about getting products out in a timely manner and keeping inventory maintained to match customer demand. I love pretzel nuggets, and it's not uncommon at all for them to be out and inform me it will be at least 20-25 minutes before they "can" make more available........Good thing PRETZELMAKER at the Citadel is on the way home!

The staff that works here is horrible. I was served burnt pretzel mini dogs. At a previous incident I ordered the pretzel mini dogs which they were out of and was notified that there would be a wait which I had no problem with. Who doesn't like fresh food right. So as I was waiting I stepped over to the ice cream shop located next door. As I'm eating my ice cream I see one of the workers waltzing over to the ice cream boys with pretzel mini dogs in her hands. I walked up to the counter at Auntie Anne's asking about my order and was informed that the worker had given them away and I would have to wait for more to be made yet again. BTW the boys did not pay for the dogs she just gave them to them.

Order a large cup of pretzel bites, had to wait 10 minutes for them and then was given a small cup because they ran out of dough. I had already paid for them and the best the lady could do was offer me a drink after I had already gotten a drink from them. Horrible staff

Horrible customer service!!! Apparently grub hub is more important than helping those who visit. No problem solving skills. Why is this store still here?!

The pretzels are good. But don't expect to be served quickly if you order anything other than a small pretzel bite. We ordered a party size regular pretzel bite and was told it would be 15-20 minutes. After 25 minutes I asked what the status was only to find that they gave away all the pretzels they made for our order to people who came after us. The we had to wait for them to make more for another 20 minutes and there was no complimentary addition or discount to the price that we now waited almost an hour for. The staff also seems to not know what they are doing. They give you blank empty stares and when you say your order they repeat it back wrong. Very frustrating.

It's a shame the Auntie Anne's at Citadel changed over to a Pretzelmaker. I had a pretzel from pretzel maker once it was tasteless and just rubbery. I would say 95% of the time that I come here, the pretzels are fresh and everything tastes just perfect. No burnt pretzels and full flavor! Staff are always friendly and I love how they usually stick a small plate of pretzel samples on top of their pretzel warming display case. I've had one old pretzel here, didn't taste really good and I should've went up and asked for a new one. Download the app, you'll get points which never expire and I would say the majority of the pretzels I get here are either discounted or free due to the coupons I get on the Auntie Anne's app. Just wish they had Passbook support. Overall, my favorite mall food place!

I used to frequent auntie Anne's when I worked at my old job, but haven't gone nearly as often in the last few months. I've always noticed that service really is lacking across the board. They just don't care to make their customers happy, as long as they make a sale. The manager Nick seemed completely incompetent. One out of my four pretzels was practically a rock. So when we took it back we were told to come back in 10 minutes for a new one. No offer of a refun or anything free or a coupon. Not even a genuine apology. My suggestion: get a whole new staff that cares about the customers and are enthusiastic about their job everyday. Two stars instead of One because my pretzels were good.

The two dudes working tonight made the best 2 pretzels in town. Thank you for you excellent service and tasty pretzels!

When ever I want something sweet after work i head to Auntie Anne's, but today was different. I always get the cinnamon sugar pretzel nuggets and don't expect it to be right of the oven on Wednesday. I do expect how ever, for it to be good. It was in the warmer for to long and I got sick within 2 hours of eating it. I recommend you go when it's busy, like in the weekend for them.

Get a #2 with strawberry lemonade and hot salsa cheese sauce. Mmm share with a friend! Best pretzel place in town.

I love Auntie Anne Pretzels I always go here for the variety of pretzels they make it have tried the pizza pretzel and it is delicious but you can never go wrong with an old fashioned salt pretzel with warm melted cheese I love it here my new favorite pretzel place.

Love this place! Our Sunday ritual to eat here now. Amazing food for a good cost compared to all other pretzel places I've been too.

We love to get the pretzel dogs the only thing we ever buy there but worth it for something different