My wife and I brought our two daughters and their two friends to Topical Smoothie and Cafe located in Vestal NY on Saturday June 13th 2026 at about 1215 to celebrate our daughter's birthdays. We ordered approx. $100.00 worth of food and drink. When the order came out we noticed a food item in our bag that had a label on it for an "online order" with someone else's name on it. I brought it back to the cashier and explained that item was in our bag. They took the item back and thanked me. A moment later my wife notified me that one of the items we ordered for our daughter was not in our bag. I notified the cashier of this. The staff then began discussing it at which point a female employee named "Kaitlyn" came out from the food prep area and insisted we didn't pay for the item and that was why it wasn't in our bag. I explained how that couldn't be possible since my daughter had gotten the side (a banana) that came with her sandwich as it was ordered as a meal and that she had also gotten her drink. Kaitlyn was very defensive insisting we didn't pay for a sandwich despite my daughter getting her side... but then switched her story stating she made a flatbread and we had gotten a flatbread instead. I advised her that we hadn't received a flatbread as there was no flatbread in our bag and that she could look at our table where the kids were eating and see there was no flatbread. Kaitlyn stated "I made it myself I know you got it". I tried to explain how we had gotten another item in our bag for an "online order" and I had returned it to the cashier (thinking that was where the mix-up was) at which point Kaitlyn told me she "wouldn't deal with my yelling". I was speaking loudly because the restaurant had very loud music playing and about four blenders making smoothies and it was very loud in the restaurant but I was not yelling nor did I ever say anything rude or offensive. This statement from Kaitlyn did frustrate me as did her lack of customer service. Kaitlyn told us the only way we could get a sandwich for our daughter was to pay for an additional one. I walked away and my wife purchased another sandwich for my daughter to end the issue. This whole incident left such a bad taste in all of our mouths. I had been to this restaurant one other time and had a wonderful experience and this experience was the total opposite. Kaitlyn was so rude and disrespectful. She walked around with a miserable look on her face the entire time before and after our interaction with her. She blamed us for the restaurants error and offered no apology or effort to make it better. I called the restaurant on Monday June 15th and spoke to a manager "Justina" and advised her of our issue. She advised she would speak to the employee and I would get a call back from the District Manager and/or Franchise Owner in the next day or so. As of this review I have not gotten a call back from anyone. I feel this entire issue was dismissed. We were double charged for our food... treated disrespectfully by Kaitlyn and the restaurant took back food that was given to me in error (the online order that was placed in my bag) which they should not have done due to health and sanitary codes since it was already in the dining room. This is a new restaurant in our area and I feel bad that this is the experience this community is being given. I would encourage people to go elsewhere. read more