Saturday January 3, 2026, around 10:15 AM.
This was one of the most disappointing customer experiences our family has ever had, and it ended a tradition we've held for over 10 years.
We walked into Goodies Ice Cream this morning as a family of eight--excited, happy, and looking forward to ending our Sunriver trip the way we always have: milkshakes from Goodies. The store was completely empty except for one employee, an older woman behind the counter. We were literally the only customers there.
When we ordered milkshakes, she flatly told us she would not make them because it was "too big of a project" and that she didn't want to make shakes or malts right now. Not that the machine was broken. Not that it was unavailable. Simply that she didn't want to.
We were stunned. Confused. Embarrassed. And honestly hurt.
She turned away what would have been well over $100 in business without hesitation. But more than the money, she turned away loyal customers, kids who were excited, and a family tradition that meant something to us. The tone was dismissive and unapologetic. We were treated like an inconvenience for wanting a product that your business is literally known for.
We left shocked and deeply disappointed. Watching our kids' excitement turn into confusion and sadness was heartbreaking. This wasn't just bad service--it felt like we were told we didn't matter.
Mark (owner), I'm writing this in hopes that you do respond--because something about this experience suggests a disconnect somewhere in the operation. Whether it's unclear expectations, inconsistent policies, or a breakdown in communication, the end result is that customers are being turned away from core offerings without explanation. That shouldn't fall on paying customers, especially those who have supported your business for many years.
As a small business owner myself, I understand how difficult it can be to maintain consistent service standards every day. In my own practice, we've learned the most from feedback when we've fallen short, and those moments have helped us grow. My hope is that this feedback is taken in that same spirit--as an opportunity to look closely at the day-to-day experience inside the shop and ensure it reflects the reputation and history of Goodies.
This review isn't written out of spite. It's written out of genuine sadness, disbelief and hope. I hope you take it seriously and look closely at what's happening inside your establishment, and have the concern and courage to bring about necessary change.
0/5 stars for today's experience.
Jon N. Robinson, DMD, MS read more