Man, how times can change.
My boyfriend and I used to frequent this place. It was convenient and we enjoyed the soft serve. But for the most part, it was fairly quick and fairly yummy, so we have been consistent customers for a while. Which is where any of these stars come from.
Last week, though, we had a particularly bad experience which has now snowballed. My boyfriend ordered two medium-sized ice cream cups with chocolate dip. We've ordered this many times, and it always comes in 16-oz cups, ice cream overflowing, with a bunch of dip. I guess it SHOULD be a lot of ice cream, because for the two cups, it comes to almost $9, and for that price, let's be real, I can get two pints of Ben & Jerry's and still have some change left.
He comes back to the car with two either 8 or 10-oz cups with lids on. Something was clearly not right.
"Oh, so you ordered smalls?" I asked. Even so, this would have been closer to the kiddie sizes I've ordered. And that was fine...I'm watching my calories, so I'm fine with a smaller size.
"No," he responded, "I ordered mediums."
We were both kind of shocked and confused, and then he ended up going back up to the caboose, and asking if we got the correct size because it was abnormally small, and could they please do something to rectify the situation. Because at this point, it was just kind of crazy that we paid almost $9 for a few bites of ice cream.
There were a few kids working, and they were SO RUDE, and gave him lip.
"UM, I gave you FIVE swirls," a very confused employee snarked at him. "And, um, dip is an extra 60 cents."
Well, yes, we did pay the exorbitant amount for your dip, and no, you really didn't give us any.
The kids waved him off and were unbudging, and there was apparently no supervisor there. We were shocked and upset and disappointed, and really did try to deal with this in-person. And what it comes down to is not that we are gluttonous and want ALL THE ICE CREAMS, but that (a) we paid you money for a service we did not receive, (b) your service is super inconsistent, and (c) there is absolutely no respect for your customers.
Okay, fine.
But we were still very, very bothered by all of this. Not knowing what else to do, I find that Dan's has a Facebook page that they update maybe once a week with new flavors. I figure that this is my best chance at actually being able to get a hold of someone to at least let them know what was going on. And to make sure that I got some sort of response, I did post on their wall, which is something I really wouldn't do unless I had bad feelings. Ya know.
I wrote basically what I'm writing here--that we had a bad experience, that the employees were rude and didn't care, and we were appalled by the way we were treated.
I received some sort of snarky comment from someone who may or may not be related to the business (along the lines of, "YOU'RE the rude one, and this isn't these kids' careers!"), and was later deleted after I suggested that respect is an important trait to acquire regardless of career, but especially if you are forward facing.
Now today, I was a bit surprised that I hadn't heard a response, so I went back to the page, only to find that my entire post was deleted.
Okay, fine. I've heard THEIR message loud and clear. I have no idea who is managing their social media (maybe the same kids swirling ice cream?), but they clearly are not interested in the experiences of their customers, and they certainly must not be interested in social media best practices, which encourage owners to always respond and to NEVER delete!
This entire experience just leaves a very bad taste. It would have been so, so easy to keep two very loyal customers--when we returned in the first place, all you had to do was re-swirl our ice cream and not be so rude. Or, even respond to a Facebook post with grace! Unfortunately, no, Dan's did none of this, and even actively has tried to just make it go away in every way they can think of that is NOT the correct way to smooth over a situation like this. So instead, they get this review, and me continuing to tell all my friends and neighbors about this experience.
Unlike another reviewer, I do not hope that Dan's closes down. I only wish for the success of local businesses, and this spring we were actually counting the days until they opened. But until they can muster up the decency to be consistent and have excellent and kind service (I don't care if it's your first job or your last, you can't be a dick. Ever.), I will always pass them by, forgoing the convenience, and using my time and gas to go somewhere that is not only far more delicious but way more service-oriented...like The Ice Cream Man. read more