My family and I have been coming here for years and loved every visit, however this is not the case this time. I visited today, after not having been back for a while, and noticed that they had changed the menu, as it was different to make "creations." Creations as I had known it were one size and like a diy ice cream cup, however now there were different sizes. I had ordered a regular, thinking that it would be the same large cup as it had been before, as it had been a "signature creation". Once the ice cream was done, I noticed that the ice cream was just in a small regular cup, so I asked the girl at the counter if I could upgrade, which she said yes and directed for me to pay the difference at the front counter. Once I was charged, I noticed that the receipt said I paid for another whole regular cup. I asked the man at the counter politely why I had been charged for a whole other cup. He explained to me that he didn't know how to charge me the $3 extra or so for the ice cream and the only other way was to charge me for another cup. I was extremely confused and asked for a refund for the cup that I had just paid for, which then this was where the real problem came out, THE OWNER. He came out asked what the problem was, I explained to him my situation, and he DID NOT understand my situation, told me there was no refund for ice cream that came out, which I said that I had not been given that ice cream, I had just paid for it. He then told me that there was no refund button, and I should mention that he said this all in an irritated voice. WHAT?! At this point I was extremely angry, so I told him to make my ice cream then. The owner then pointed to the already made ice cream (not the one that I recently just made a separate purchase for) and told me there it is, and reiterated that there are no refunds. Now I was livid, I yelled that he did not understand me (which now he was interrupting me and not listening to me) I said for him to listen. This was HIS response, "this is my shop, I do not need to listen to you, get your ice cream and leave my store." Appalled by this, I showed him my receipts, which NOW he realizes that I paid for a separate one, and asked his worker if he had given me the ice cream (obviously not), then walked off and stood in silence looking at the wall. Might I add this whole time the woman that told me that I could upgrade, stood smirking in the background, and then spoke to the manager in a different language, smirking the whole time, then she said to me in a demeaning voice that she could give me the 2 or 3 dollars extra that I wanted back.
I walked out of that store offended, I have never experienced customer service this bad. What kind of store does not give refunds? Also not once has someone asked me to leave a restaurant, I did not cause a disturbance to the place, as no one was in there except for me. A message to the owner: you did not even understand my situation and blatantly yelled at me; if you keep doing business like this, you won't be open for much longer. I am sure that there was a change in ownership from the first time that I have visited, and in this case it was not a good change. MY FAMILY AND I WILL NOT BE COMING BACK.
UPDATE: After trying the ice cream and reading prior reviews, the ice cream is definitely not the same. The texture is not as smooth as before, and was very melted, even after being in the freezer for an hour. Reassurance that we will not be returning. read more