The ice cream was good, but the service sucked. Like really badly.
Based on the dates of reviews, it sounds like Soft Stuff used to have a much more attentive staff and people were having really awesome interactions. I'm kind of disappointed that the service I received last night was so poor, since the ice cream was pretty good. Based on the interior, the store is very millennial-core with a hedge wall and chintzy neon lights. Despite that, the two people who served me were teenage girls, maybe around high school age. It seems like a pretty evident disconnect with management and customer-facing staff.
The ice cream itself was fine. My wife ordered a kiddie cone of pistachio soft serve and it was mountainous, seriously the size of their kiddie ice cream was incredibly generous. The ice cream was pretty tasty too! It was like going to the beach and getting Kohr Bros!
I, on the other hand, made the critical mistake of ordering a bubble waffle sundae... The particular one I ordered was on the menu as a Biscoff/Cookie Butter Bubble Waffle. It was supposed to be a bubble waffle, vanilla soft serve, Biscoff syrup, a Biscoff cookie, cookie crumbs, whipped cream, and two Pocky sticks. Very indulgent. Initially, the girl at the register said "We actually need to make that bubble waffle fresh for you so it'll be about 3 to 5 minutes. Is that okay?"
After preparing my wife's cone, we stood to the side and waited for my ice cream to come out. Two separate families came in, which seemingly bumped my order down the line. Each of the two groups that arrived after me, a couple of two and a family of three got their ice cream and were in and out. Only after serving those families first did a second girl come out of the back and poke her head out to look at the menu on the side of the counter to see what ingredients went into the bubble waffle sundae.
I continued to watch as the girl made my bubble waffle sundae and prepared it, only to put it in the fridge by the counter. I was a bit confused but figured she needed to cool off the waffle. I went on my phone and a few moments later, a blond high-school-aged boy entered the store and skipped the line. The girl opens the fridge and gives the boy the sundae which I had assumed was mine, explaining "I got this order wrong but you can have it if you want." The boy was kind of dismissive and started talking about going somewhere with another girl, which I guess peaked my wife's interest enough to eavesdrop. Upon further discussion, it sounds like the girl at the counter gave him the sundae as a way to flirt, but got frustrated because he was taking another girl out...
Anyways, by now like 15 minutes had passed and my wife is nearly finished her massive cone. It seems like they were able to remake my bubble waffle sundae, and after a few minutes handed it to me. It was fine, but I guess a bit too sweet. Realistically, I will never go back to Soft Stuff because the conduct of the staff last night was entirely abhorrent. Try Bruster's instead. read more