To start off, this review has nothing to do with Pavs as a company and only pertains to this particular location. We have been to the other locations and have never had an issue and frankly we love the ice cream. I am now writing this review because of two separate occurrences of very poor service and overall quality of product. It's just not the same as other locations. The first scenario was early on so we gave them a pass. We had ordered two separate pints of ice cream. The one pint was normal and as expected. The second pint was the consistency of milk with chunks of cookie in it. Unfortunately we did not realize until we got home and figured they were new so it'd probably figure itself out. The second time we were there, it was honestly not that busy but the store was run incredibly inefficiently. We were 10th in line and waited 27 minutes to even get to the front and another 3 minutes to be talked to at the desk. We were waiting for the flavor of the week. It was at this point that they told us they were out and had been out for most of the night. There were no announcements or signs or anything. We honestly wouldn't have waited that long otherwise. When we requested the flavor of the week, the clerk did not apologize for not having it and actually walked away from the counter. It's a young staff and I get it but simple management changes should be able to better the customer service overall. They're in a customer service business and should understand the social interactions that can make situations like these not quite as off putting. We did end up ordering a different flavor since we had been waiting (we had to wait for the clerk to come back since she walked away). When we finally got our pint, we expressed to the staff that it would be a good idea to put up a sign so others in line know that a flavor is out so if they are waiting for it, they do not waste their time if you don't have it. Instead of apologizing like most customer service businesses, she rolled her eyes, said nothing, and walked away. We totally understand that supply runs out but how you address the customer and interact with the customer does play a roll in customer satisfaction. Instead of simple things being done, staff blew us off and seemed very uncaring/uninterested at all about their job and the customers.
We have never had issue with Pavs staff or efficiency or any aspect of business at any other locations. We were very hopeful that this location would be like the others but unfortunately after these 2 occurrences we will not be back to this location. They can't seem to figure out how to run the business well out of this location. read more