Auntie Annes — ~2,000 locations
The #1 complaint: Speed (18.9% of reviews)
Markets Sampled
States
CA, IL, IN, NJ, NY
How we collected this: We searched Google Places across 16 major US metro areas, selected 24 geographically diverse locations, and analyzed 111 customer reviews. These locations represent 1,576 total Google reviews. Complaints were classified using keyword pattern matching across 4 operational categories. This is a representative national sample — the same patterns appear consistently across markets.
Real reviews from Google — unedited
“We went 30 minutes after ordering and still the pretzels weren't ready we were told if we still wanted what we had ordered we would have to wait additional 10 minutes”
Valley Stream, NY
“They had 3 people working but only one seemed to know what they were doing which isn’t ideal for an evening rush”
Chicago, IL
“But it clearly showed she selected the wrong item the more expensive frozen lemonade, not what I ordered”
Chicago, IL
“I don’t usually complain but I’ve gotten food from here for me and my kids and there always playing around and it’s stale… very unprofessional”
Auntie Anne's
“Why is there not fresh pretzels made and now I see the reviews now I understand I will never return here”
La Palma, CA
“I ordered the Cinnamon Sugar the guy told me to wait and gave me a receipt”
Lakewood, CA
“That was the final straw, never ordering from here again and I’m waiting for reimbursement supposedly”
Chicago, IL
“We have done exactly as instructed but received such a stale attitude for our loyalty”
New York, NY
If this pattern holds across your 2,000 locations, an estimated 1,300 locations are generating operational complaints right now.
| Location | Rating | Reviews | Speed | Accuracy | Capacity | Quality |
|---|---|---|---|---|---|---|
Auntie Anne's La Palma, CA | 2.8 | 31 | 60% | — | — | 20% |
Auntie Anne's | Cinnabon | Carvel Chicago, IL | 3.5 | 54 | 20% | 20% | 20% | — |
Auntie Anne's New York, NY | 3.6 | 55 | 20% | — | 20% | — |
Auntie Anne's Los Angeles, CA | 3.4 | 25 | 40% | — | — | — |
Auntie Anne's Lakewood, CA | 3.3 | 29 | 20% | — | — | 20% |
Auntie Anne's Chicago, IL | 3.5 | 77 | 40% | — | — | — |
Auntie Anne's New York, NY | 3.4 | 29 | 20% | — | — | 20% |
Auntie Anne's Valley Stream, NY | 3.9 | 24 | 40% | — | — | — |
Auntie Anne's New York, NY | 3 | 56 | 40% | — | — | — |
Auntie Anne's Los Angeles, CA | 3.8 | 109 | 40% | — | — | — |
Auntie Anne's Crown Point, IN | 2.8 | 15 | 20% | — | — | — |
Auntie Anne's | 1.6 | 7 | — | — | — | 20% |
Auntie Anne's | 4.1 | 96 | 20% | — | — | — |
Auntie Anne's Chicago, IL | 3.8 | 115 | 20% | — | — | — |
Auntie Anne's Chicago, IL | 4.5 | 217 | 20% | — | — | — |
Auntie Anne's Piscataway, NJ | 5 | 1 | — | — | — | — |
Auntie Anne's Bolingbrook, IL | 3.5 | 41 | — | — | — | — |
Auntie Anne's Paramus, NJ | 4.9 | 11 | — | — | — | — |
Auntie Anne's Westminster, CA | 4.4 | 17 | — | — | — | — |
Auntie Anne's North Riverside, IL | 4.9 | 440 | — | — | — | — |
Auntie Anne's Brea, CA | 3.8 | 26 | — | — | — | — |
Auntie Anne's Los Angeles, CA | 3.7 | 50 | — | — | — | — |
Auntie Anne's Oswego, IL | 4.1 | 50 | — | — | — | — |
estimated annual revenue at risk from operational complaints
Based on 300 orders/day/location, $12 avg ticket, 30% churn rate, and 4 annual visits. Industry estimates from QSR Magazine & Deloitte.
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