I am a HUGE fan of Gloria Jean's coffee. It's been my favorite for some time now. However, I had a few bad experiences with the GJ at the Eastland Mall.
There were a couple of times when I went in, and was told they were out of a particular style drink. Or I would ask for whipped cream and not get any. Or my drink would be hot instead of iced.
One day, not only was my order wrong, but when I got my bank statement, I discovered that they charged me for an amount over what my receipt said. I was very disturbed. I didn't feel like calling the store directly, so contacted the company's main office and explained the situation. I received an email back stating that the store in question felt bad, and offered myself and my husband a free drink on the house.
I thought that was a nice gesture, but being how their service there is lacking in general, we chose not to go back to that particular one again.