2-Stars: Based on poor customer service (pending the dessert is actually at least average, to earn…read morea 2nd star).
We finally gave this place a try last night (Sat.). I always see a line (typically younger crowd), so we were naturally curious.
9:44p -- The kids working were just that, kids. Normally not a concern, if they were professional. There was some inaudible screaming from the "kitchen," that could have been understood as either fun, or anger, due to guests still arriving close to their time of closing (10:00p).
You're paid by the hour, scoop ice cream, are asked to apply yourself through basic customer interactions, & POS transactions... besides, none of them appeared old enough to be out past curfew. They need to calm down, they've no where to be - Finish your shifts, enjoy your paycheck, grow into a better wiser & experienced person.
I would have loved to mention the cashier's name, but when he had asked if I would like my receipt, I replied "Yes, please," but never received one (hoping it would have had a teller name on it).
We felt rushed out & a bother to them, so we were quick to depart once finally provided with our order. I did not notice until arriving home & looking through the brown bag.
When we initially stepped up to order, the kid sounded frustrated that we were not simply there to collect an online order. It was as if, in his visual tone to say, "S**t, I have to talk with people."
The interaction - Being newbies, we had questions. We asked about portion sizes... "Is the difference from small to large, like 1, 2, or 3 scoops?" The kid replied, "No, it doesnt work like that, we're NOT Coldstone."
Ooook [wow]. Alright, could you please enlighten us (internal question)? You clearly took some offense &/or believe you sit on a throne, high above the "lesser" (in your opinion) Coldstones, Ben & Jerry's, Neilsen's, Baskin Robbins, Et. Al., & the peasants [customers] that like to visit, enjoy, & exchange hard-earned dollars for their dessert offerings.
We said, "We would like to order something to go, not eat right now... Do you have cups w/ lids to safely travel in a vehicle?" He said, "Yes, we have lids."
Me - "Ok, great, thank you. We would like to share something, what do your sizes look like, or what size would you recommend for 2 people?"
He said (pointing at waffle cones), "Those are our sizes."
Did he forget, or was it too much to retain, our moments ago verbal interchange re. cups, lids, not eating there, & wanting to take the ice cream to another location, safely contained?
Feeling rushed, seriously, the kid would not focus on us... he continually turned away, would literally keep closing & reopening the window as we were speaking to him... just insane! So, there was a picture right next to the window (cherry ice cream, cherry pieces, & chocolate chips). I asked if we could just do that.
He said, "No, we don't have that."
I am trying to be easy, you clearly don't want to help us, have other concerns/priorities on your mind, & have somewhere else to be.
The menu is a cluster, it lacks clarity & descriptions (as others have stated), & the kids (staff) don't care to help educate the customer. Great business model (sarcasm)!
Continually trying to be easy for the 'child,' I asked if we could have the "Deep Dish Apple Pie," as I pointed to another image right on the window.
I then asked once more, about sizes, & he stated "There's only one size."
(Internally) WHICH IS WHAT?! PLEASE EXPLAIN ANYTHING!!!
We just agree and say, "Ok."
We received an awkward blank stare... "What flavors?"
Me - "I'm sorry?"
Kid -" It comes with 2 flavors."
Me - "Sure, whatever it normally comes with."
Kid - "You need to choose 2 flavors."
Me - "What would you recommend?"
Kid - (reluctantly & fast) "Vanilla, Carmel Apple (something), Apple Pie (something), [something else]..."
Me - "We'll just do the first 2 you said, vanilla & caramel something."
Kid - "Alright, it'll be $8.xx"... hands me the card reader and says, "Choose your tip amount & tap your card!"
Me (internally) - Choose YOUR tip?!? Haha, you believe that YOU provided tip-worthy service?!?!
Kid - "Would you like a receipt?"
Me - "Yes, please" (never received).
We took the order home, placed it in the fridge, where it remains. We ate dinner & were no longer interested in a fun ice cream snack.
I've no comments re. the actual taste/quality of the ice cream. If reading a handful of reviews (w/o deep searching) indicates, expectations will fall in the "Not bad / Not great," range. Not deserving of a king's throne that the kid working at Handel's sat upon.
Should we return, a significant amount of time will pass... that is, if the place does not quietly dissappear & is forgotten about, from their hole-in-the wall location.
As a general rule, this goes without saying, but especially... When tucked in a quiet corner, the food & customer service MUST be outstanding to build a quality word-of-mouth reputation.