I live in the neighborhood and decided to take my two children and wife to have a scoop of ice cream in this warm day. Always keen to support local business (despite this being franchise), especially during this time. Been there before and felt very neutral about it, however today we witnessed one of the worst customer service in our lifetime. (I have not even seen such bad customer service in third world countries). We ordered 23-25$ worth of Ice Cream with waffle cones and after taking a bite realized the waffle was very stale, notified customer service girl at the front (quietly) because did not want embarass them as there were other customers inside the store. She proceeded to give me two regular cones and I asked her, what do you want me to do with the cones. She said I am giving you new cones but can't give you new ice cream as there is nothing wrong with the ice cream (you can transfer the scoop yourself). I could not believe my ears how ridiculous her solution was. When I asked her if she realizes what she is offering me, she said nothing wrong with what she offered (and she is not stepping out of line) and I asked for the mangers phone number and she gave me the franchise owners number. When I left a vm for the owner, he called me back and started to explain that no way their waffle cones are stale. I asked him if he understand basic tenants of customer service and realizes that I am not frustrated only because of the stale waffle cones they are charging people for but in fact there is absolutely no accountability and resemblance of customer service. Obviouslly they have hired people with bad attitude and no training on how to work with customers. But franchise owner was oblivious to basics, so I am not surprised by the poor way the employees are handling the customers. Please avoid this place at all costs. And as a matter of principle I will make sure everyone in my social circle and neighborhood knows about it. read more