J G.
Yelp
Context: It's summer in Philly. Extremely hot outside lately. We just got done with a full week of daily mid 90s temperature.
Last night (Friday), I walked here for ice cream. The woman at the window asked for my order, before placing it, I asked her clearly "do you all have rainbow sprinkles?" to which she assuringly replied "yes".
(In the past I've ordered my ice cream with rainbow sprinkles only to arrive home and open up my ice cream drowning in chocolate sprinkles. And that sucks)
I ordered a large choco-chip cookie dough with rainbow sprinkles to-go. They package it for you in a brown paper bag when it's a to-go order.
When it was ready I took my brown paper bag and walked home. I wasn't going to open my ice cream until I got out of the sun; didn't want it to melt on me.
I got home and I immediately opened my order. It already started melting. There were no sprinkles on it. Immediately, I called the ice cream shop and the same woman who I ordered my ice cream with answered. I gave her my order number and told her that my order had no sprinkles on it despite asking specifically for rainbow sprinkles and having it on my receipt.
She asked me if I could come back immediately. I said no because it was a long walk there and back. She asked me to return the next day (Saturday). She also asked me to bring my receipt so that she could rectify the incorrect order and fix their mistake. I agreed to give them a chance to do the right thing.
Today (Saturday) I walked back to the ice cream shop. It's still hot outside, mind you.
A different person greeted me at the window. (She's very kind and she cares about customers.) I explained to her that I was told to come back today with my receipt because I was served an incorrect order yesterday.
The person who dealt with my order yesterday was standing right behind her. Her coworker said "hey Rafa, do you know what this is about, your name is on the receipt so you should."
Rafa approached the window and looked at the receipt and it seemed like she was embarrassed. It was like she didn't want her others to see that there was a mistake made and that she promised a customer that they could come in the next day and be taken care of. I was confused and I didn't see the big deal.
Rafa asked me if I called yesterday. I said "yes, it was me that called and was told to come in with my receipt so that you could fix things with my incorrect order." She then asked what was wrong with the order. I explained myself yet again. She walked to the back of the shop. Then she returned with a cookie dough ice cream with rainbow sprinkles.
I kindly reminded her that it was a to-go order, because she didn't pack it to-go this time. She rudely said "normally what is supposed to happen is you come back here and I just give you sprinkles." (That's stupid - why would someone ask me to walk and sweat to come and collect sprinkles after they are responsible for making the error?)
I kindly asked her to clarify what her attitude was about. I reminded her (again) that I specifically asked for rainbow sprinkles yesterday and I walked all the way home and it wasn't until then that I opened up my order and saw that there were no sprinkles on it. I then kindly reminded her that I immediately called and reported the issue upon discovering it and it was her that asked me to come back so things could be rectified.
She told me that she should just give me sprinkles as she accused me of eating the incorrect order from yesterday - a false accusation which I took offense to. That was extremely rude. And when I told her that she is incorrect in accusing me of eating an order that I didn't even order, she smirked at me so as to call me a liar.
She went back to put the order in a paper bag and the other person who was kind was sent to speak with me outside. Before she got to speak, the Rafa woman came back with my ice cream in a bag and as she handed it to me said "there it is, you wanna open it and check it this time?" with a disgusting sassy attitude and she walked off.
Very rude. Pitiful customer service. For crying out loud, they serve mid ice cream. Even if it was gourmet, no customer deserves to be treated with disrespect for the shop's errors.
Rafa's attitude was gross, uncalled for, offensive, micro-aggressive, passive-aggressive, unkind, rude, all the things. The customer service has long been something I've been weary of from this establishment but it has simply reach a new all-time low.
Absolutely pitiful.