Hopefully I'll be able to revisit and rewrite this as a 5 star. The snowcone was good, but the…read morecustomer service was terrible. The experience was less than a 3 star, so I'm stressing that the product was good, but the service needs improvement.
We were the only ones there while ordering (so no rush or line), and the guy working heard us having the conversations about the flavors and which to get. I even debated at the register whether my kiddo wanted the Elsa or the Cinderella because she really wanted the edible glitter. My teenager even said that she wanted the Texas Flag, so she could have a Texas Flag on her snowcone. However, I ordered all minis and smalls not knowing that the flavor combos I was specifically ordering (and all the toppings we were excited for) only came on Mediums in the color changing cup. While talking about toppings, he asked if I wanted to add gummy worms to the Monster Mash and even asked me if I understood that the fruit would be on top of my Polynesian Pineapple- to which I also said yes and asked to go light on the syrup on mine because I added ice cream to the bottom. At no time did he mention that every flavor combo I had just ordered was only "done extra" if it was a medium in the special cup.
During the small talk while ordering, I even mentioned that we had come all the way here (from Fulshear) because I heard great things.
When he started handing out the snowcones, I asked about the toppings (which were missing). His reply was that they were only on the mediums in the special cup. He said he tried to explain it to me, but when I disagreed, he told me (with an attitude) that that's "how he recalled it". He didn't offer to redo even a single 1 of the 5 snowcones I had just ordered, or offer any solution. He didn't even offer to add toppings, for which I would have been OK to pay extra...but at that point he had a huge attitude, so I accepted it, and walked away...not trying to be "that" person.
As I was there trying my (syrup drenched) snowcone, I decided that I didn't just drive 30 minutes for a plain, not "Insta or Yelp worthy" snowcone. We came to try something unique. So, since it was double punch day, and I had filled a card with my one order, I decided to use it punchcard to get the snowcone I wanted. When I went to the counter to order, I was told that I had to pay extra because the card was not for the combo ones. I agreed reluctantly, because I felt it should have been a moot point after voicing that I just got 5 snowcones I didn't want. When I stuck my payment card in, he turned around and started prepping the snowcone. When he came back, I asked if it he was going to run the payment and he said (with a huge attitude in front of other customers now) "it's not even worth it". The customer next to me raised her eyebrows at how he talked to me.
Again, I want to say that the flavors were good. And when I understood how to order the famous ones I'd heard so much about, I got what I had hoped for. Enough so that I'm willing to give them another shot in the near future. There are plenty of reviews to show the good product, and there are other unhappy reviews about the teens they hire to staff the stand. I'm hoping this was just an off day for the guy working.
I'll be back, to hopefully be able to write a 5 star review.
