I came in for dessert after dinner and ordered an ice cream that cost approximately $12. After…read moreordering, I went to the bathroom and had my daughter wait for the ice cream to be finished and pay for it. Once I came back, we went outside to sit and enjoy it.
As soon as I started eating it, I realized the ice cream was already melted, the toppings were not properly mixed in, and there was a very minimal amount of the toppings I had paid for, including peanuts, bananas, and hot fudge. It was basically a large scoop of melted ice cream with a few toppings thrown on it.
I went back inside and politely explained the issue to an employee named Lexi, who told me she was the shift manager. Instead of trying to resolve the issue, her first response was, "Did you watch him make it?" I explained that no, I did not, because I had gone to the bathroom and my daughter had waited for the order. She then told me, "Well, you should have watched him make it."
As a paying customer, I should not have to stand over an employee and watch them prepare my order to make sure it is made correctly.
Lexi then refused to remake the ice cream and told me that if I wanted another one, I would have to pay FULL PRICE again. She also claimed that my ice cream was "half eaten," which was absolutely not the case. I had just received it and had only started eating it when I realized it had not been made correctly. Obviously, I had to actually try the ice cream before realizing the toppings were not properly mixed in and that there was barely any banana or hot fudge.
What made the situation even more unacceptable was that while I was showing her the lack of toppings, Lexi touched my ice cream twice with her fingers while pointing at the peanuts. When I said something about her touching my food, she denied doing it--even though I had just watched her do it.
Then, after I had already walked away from the situation, I went back inside simply to get some napkins. When I came back in, Lexi and another employee were laughing and talking about the incident in front of me and my daughter. At that point, it went beyond poor customer service. It was disrespectful, immature, and completely inappropriate behavior from someone who identified herself as the shift manager.
For a $12 ice cream, expecting it to be made correctly is not unreasonable. A simple remake would have resolved the entire situation. Instead, I was blamed for not watching the employee make my order, accused of eating half of it, had a shift manager put her fingers into my food and then deny doing so, was told I would have to pay another $12 to have it remade, and then had to walk back into the store and hear employees laughing and discussing the situation in front of me and my daughter.
I will absolutely be contacting the owner of this location because I sincerely hope this situation is addressed. Regardless of whether the manager agreed with my complaint about the ice cream, there is no excuse for treating a paying customer this way and then laughing about the situation afterward.
Unfortunately, after this experience, I will not be returning to this location. Extremely disappointing and completely unacceptable customer service.