I've been to the Johnston Sundaes location several times so I'll start with the positives: There…read moreare lots of choices on the menu and the portion size is good. However, the customer service during our most recent visit, which was our first visit of the season, was surprisingly rude, which leaves me wondering if something at Sundaes has changed, hence the two star review.
We brought a group of 12 here on Friday night, 5/15/26 at about 7:15 and the employee who took our orders was polite and wrote everything down. We paid for our order all together. It wasn;t very busy when we arrived, but it took quite a while, nearly 10 minutes, for us to receive the first of the 12 ice creams, and then the rest of the order came out little by little. By the time we left, there was a line of about a dozen people.
When my ice cream was ready, it didn't have the sprinkles I had ordered. I asked if sprinkles could be put on, and rather than simply adding sprinkles, the employee (manager?), went and checked the paper order, stated that sprinkles weren't written down and that she would have to charge me for the sprinkles. I asked about it again, citing our order was large ($88), and couldn't they just put the sprinkles on that they forgot to include. She replied repeatedly stating that doing that would be against company policy. Hmmmm....... Really? If that's the case, Sundae's policy is pretty poor. This exchange of words left me with a very bad feeling, but as I was with a large group including several kids, I didn't press it any further. Why in the world would a company refuse something that costs pennies to the business, instead making the customer go through the trouble of cashing out again, especially when it was the business' mistake?
More ice creams from our order continued to come out at a very slow pace. One ice cream was made with the wrong flavors, and one was forgotten and by the time we received it, most of the other people in our party had already finished eating. At some point as we waited for our ice creams the "manager" called out to me to ask if I wanted rainbow or chocolate sprinkles (I guess the company policy had changed?), but at that point it was too late, she had already set the tone.
While the ice cream at Sundaes is fine, I would strongly suggest that the owner of this business provide training to their staff on customer service, and how refusing to honor a request for forgotten sprinkles without incurring a new charge can lose a customer (or in our case a large group of customers) for a long time. Also, the wait time needs to be speeded up. Maybe more staff is needed? With so many other ice cream places within a short drive of Sundae's. I doubt that we'll be back given our most recent experience here. Moose Trackers in Scituate, Gigi's Scoops in Smithfield, or The Parlor Creamery in Cranston are all great places and will get our business the next time our group goes out for ice cream.
