Pret A Manger has received roughly 5,000 complaints about its drinks subscription service with customers citing a lack of availability with smoothies and frappes as the main issue.
Although the reason for the issue is unclear, a report by the BBC suggested that staff would regularly avoid making the smoothies because of the time it took.
One customer told the BBC that she would treat herself to drinks she wouldn’t normally get as she started to commute into work once again but was often told she couldn’t have a cold beverage because they were unavailable.
The offer gives customers unlimited hot and cold beverages for £20 a month and was introduced in September 2020 to encourage sales when it reopened after COVID.
Pret believes the service is a success, telling the BBC that it has been “"incredibly popular with Pret customers. We continue to work with shop teams to ensure they have what they need to keep team members and customers happy.”
However, complaints received both directly to the high street chain and the UK’s Advertising Standards Authority (ASA) highlighted cold drinks were often unavailable.
The ASA says it has contacted Pret to advise into considering reviewing the ads for its subscription service.
It added Pret’s “ads should not state or imply that the service was available in all store locations, or that it covers their entire range of products if that wasn't the case."
In a statement, Pret said: "We have spoken with the ASA to ensure all Pret marketing for the coffee subscription is in accordance with their latest guidance."