Abi M.
Yelp
I was very excited to hear about moo thru coming to the dairy market in cville as I always seem to be passing the location on 29 when they're not open.
First of all, good location and great to have a dedicated ice cream parlor in town (why do there seem to be so few ?)
Secondly, all the ice cream we tried was tasty, especially my husband's coffee ice cream. My banana cake cone was good but I was hoping for real banana ice cream made with real bananas, and this was not that, it's just artificial banana flavor; still good if you like that but I won't get again.
The main issue I have is that my kid got chocolate ice cream and my husband with a nut allergy only sampled a spoon or two of it but after eating it he became violently sick the whole way home, so we realized there must have been some nut contamination. It baffled us as we read no signage saying any of the three flavors we got were nutty.
My husband reached out and was told point blank "yes the chocolate contains hazelnuts." So that's the first issue: it's not hard to add a small asterisk or sign on your flavor board or somewhere to notify customers of "hidden" allergens.
Second issue: the response my husband got was that if he had mentioned his allergy, the staff would have "told him which flavors to avoid and followed allergy protocol" which is good to know they have protocol, however my husband is 35 years old and we've eaten ice cream out many times and he has never had an issue ordering any "no nut" flavors in the past, and never has to mention his allergy because he has found flavors have always been labeled if they contain a nut not obvious from flavor title.
I don't understand why moo thru can't make that very simple, seemingly obvious change. And why their customer service wasn't a bit more understanding when our issue was raised politely? Luckily my husband only had a small taste of the hazelnut chocolate otherwise he may have been much worse off. Still, he lost all his ice cream and dinner and it definitely was a buzzkill to our night.
Overall, fine ice cream, cool location; less than impressive customer service and folks with allergies beware. I would recommend moo thru to others still but because of our personal experience I'm unfortunately not sure if we'll return.