08/30/2026
Yall it’s a LOOOOOONG RANT
And I have terrible grammar (maybe I should’ve had Mel proof read this first 😅)
So, me and 2 of my kids went to a popular chain pretzel shop this afternoon, and the experience honestly left me pretty frustrated not just as a customer, but asa business owner too.
When I walked up, they had about four different options of items in cups and 3 to 4 of each kind, but there were no traditional pretzels available. I asked the employee, who was working with dough off to the side, if I could get a traditional pretzel. She initially didn’t hear me so I asked again realizing when she turned and looked at me and she had ear buds in her ears and I asked again. She told me it would take 20–25 minutes.
I asked how long it actually takes to bake one, and she said about eight minutes. I looked over at the dough she was currently working with which was still in a bulk log, and she said that she was making more nuggets without me even asking about that dough. I guess my face said it for me? But can you blame me?
I said “oh is that a different kind of dough?” She said no.
I asked her again because yes I’m annoyed at this point “You’re making more nuggets with the same dough, which you already have in the case, but it would take 20/25 minutes to make me a traditional pretzel?”
She said yes.
And that’s when it hit me.
My assumption is they aren’t making traditional pretzels. They’re making the nuggets and dogs only because they’re quicker they can make a bunch at one time and most importantly they’re also more expensive. The traditional pretzel is still on the menu, but if you actually asks for one, you’re told it will take 20/25 minutes. Yes I’m making this assumption off my one single experience, but the context of the interaction tells me this doesn’t feel uncommon.
I couldn’t help but wonder… how many customers simply say, “Never mind,” and buy the nuggets because they don’t want to wait?
I don’t know why but that really struck a nerve
I understand that businesses have to make money. I own a business. I understand the costs like labor, production , food waste, profitability, and the extra expenses of running a business better than some customers probably do.
But if you aren’t routinely making a product that is listed on your menu, why not just remove it and keep it to do what give a false perception? If traditional pretzels are only made to order and require a 20–25 minute wait, tell me that. Then I can decide if I want to wait. If that’s the normal procedure.
And it got me thinking about how many businesses do things like this right in front of us without us really realizing it. We see something on a menu and naturally assume it’s readily available. But sometimes what’s listed doesn’t really reflect what’s actually being produced.
I left a review because I felt like other customers should know about my experience and my thoughts and how that experience made me feel.
But afterward, I started second guessing myself.
Am I being petty because I was frustrated? Should I have just asked for the manager instead? Is the employee responsible too? Do they actually deserve a bad review? And does it make a difference that I’m a business owner myself?
I don’t want to be the person who tears down another business over one frustrating experience. I know firsthand how much goes into running a business.
At the same time, I believ businesses should be held accountable for being transparent with their customers.
So I’m curious:
Would you have waited the 20- 25 minutes? Bought the nuggets? Asked for a manager? Left a review? Or just walked away and never thought about it again?
And if you’re a business owner, would this bother you as much as it bothered me?
