I have been frequenting this establishment for many of the 20 years I've lived here in Carson City, NV, since before I had kids. My kids are now 11, 13 and 15. I have never had a problem with the service here, it is fine.
For the most part the product has been fine, too. Sometimes you get more product for your buck, sometimes you get less. It always depends on the person serving you. However, my visit Wednesday night shattered even this to pieces. In all the time we've come here I have not been more disappointed. Either my husband or I will order a Banana Royale or Banana Split every time. They have used the same size cup/bowl for these all the time we've ever ordered them. I have NEVER received a cup/bowl less than 3/4 full on a Banana Royale. This time it wasn't even 1/2 full. When I questioned where the ice cream was, they told me they always used child size scoops for these. I screwed my face into the typical "questioning, no you haven't" response that my friends who I shared this story with gave me. The best offer I got to fix it that night was to add more bananas to the order to make it look more full.
I called the next morning and spoke with the manager. He was kind, listened to my complaint and offered me a better fix than "adding bananas to the order to make it look more full." I explained that coming from a customer service background myself, I know that sometimes things don't change if you don't speak to the owner. So I asked if it would help to leave my name and contact number for the owner to contact me. He said he would be happy to take it down and leave it for her to call.
Well, she called today. First off, she was not apologetic in tone from the word, "Hi." I could tell from the get go that she was going to defend her stance no matter what and customer satisfaction was not her primary goal. I tried to explain that we've never seen scoops that small...ever...except when we ordered child size scoops on purpose when the kids were little. She said they'd always used that size scoop for the Royales. I admit I argued with her a bit. I also mentioned that I'd noticed a price increase. She denied that, too. I know the Royales used to be $4.89...they are now $5.19. After some attitude and word exchange, she said she would give me a free scoop of ice cream. I told her to keep it, thanks, but no thanks. I told her more of my friends would hear of this story and we'd drive across town to Dairy Queen when we wanted a cool, sweet snack from now on.
The owners lack of customer satisfaction is why this establishment is receiving the rating I gave it. She had absolutely no people skills. I have made customer service in my employment top priority for 25 years, ranging from jobs at McDonald's to Walmart to Member Service Rep at Credit Union to State Employee. I have never and would never treat anyone with the attitude and stead fastness to obvious lies the way she did me. If I ever come back to this particular store, it will be a long time, and I certainly won't be ordering any of the high priced items that receive child sized scoops, like Banana Splits, Banana Royales, all other Sundaes and Shakes. If I am going to pay a high price for ice cream, I will make sure I'm getting what I pay for. You can't tell me it cost $5.19 for a banana, a little fudge, whip cream, nuts and cherry in a cup. read more