I'd give them ZERO stars if I could. Here's how the day went:
We drove from Jeffersonville, IN to the mall for the sole purpose of trying this place. There were 3 of us, one of whom had tried this style of ice cream in Hawaii, so we thought it was a good idea. How wrong we were to waste the gas. We get there to find a man making a customer's dessert and watched for a few. There was a family of 6 in front of us that watched the show before deciding they didn't want to spend $7 for ice cream when they could get McDonalds for $1. We were hooked and wanted to try it, so we stayed. As the guy made another dessert for a different customer, we looked at the board behind him to figure out what combination we wanted. As the guy finished up, a girl that had just arrived behind the cash register (previously doing dishes apparently, though we never noticed her), took payment from 2 women that JUST walked up, and started to give the order to the guy making ice cream. We all looked over, surprised that not one single person said a word to us about placing an order at the other side of the counter. There were no signs that stated "order here" or "order here first and pay", so we had no idea. Unfortunately these 2 women didn't let us go ahead in front of them considering we had been standing there for almost 10 minutes, but this review isn't about them. I said something and the girl behind the counter gave me a dirty look but said she could take our order. We declined and walked away. Considering they had just lost about $21 for 3 desserts, I went back to get info to reach management. I asked the girl at the register for the owner/proprietor's info, but she told me she didn't know it. I asked for HER name because I wanted to relay that info to management as well, but she just shot me a nasty glance and was surprised that I would ask such a thing. Another man appeared from behind the counter and said he could make our desserts for us, but not 1 single person offered up as much as an apology for their lack of customer service.
After going home, I researched the business and didn't find much in terms of franchising, so this could be a 1-location shop. I found an email address on a facebook review, so I messaged them 4 days ago but never received a reply. With no way to reach management, this is how I hope to get my point across.
1. Put some signs up so people don't waste their time.
2. TALK to people. If someone is there, tell them to come to the register to order.
3. Own up to poor customer service and apologize. This should be basic, people.
4. Get rid of that girl working the register. She has no business dealing with the public.
5. Respond to customer's messages via email. read more