K/
Google
We are writing to express our profound disappointment with the customer service we experienced during our visit to the Clark Avenue Goodberry’s location today—an experience made even more disheartening considering this is your Headquarters location and supposedly represents the standard for the entire Goodberry’s organization.
We visited to celebrate my boyfriend’s birthday, but the interaction with the employee who assisted us, Alyssa G., was mediocre at best. Her attitude was dismissive and unwelcoming, and we had to repeat ourselves multiple times just to order a single pint of custard. Even this basic transaction felt like an inconvenience to her.
Before paying, I asked how to sign up my boyfriend for rewards, as he was hoping to begin earning points. We had already attempted to do this at another location, only to be told that a transaction had to be completed first. At Clark Avenue, we were told he could enter his phone number after the payment was inserted. Since this was a birthday treat, I used my own payment method—only to find that because I already have an account, the system automatically assigned the points to me instead. When we asked how to reverse the transaction so he could create his own account, we were told, “Oh, sorry, I can’t.” No explanation. No attempt to problem-solve. No interest in providing even the most basic level of customer service. Just indifference.
At that point, it became painfully clear this was less about system limitations and more about a lack of care.
Unfortunately, this is not an isolated incident. Over the last two years, across multiple Triangle-area Goodberry’s locations, we’ve encountered the same pattern: apathetic employees, long periods of being ignored even when we’re the only customers in line, poorly prepared orders, and staff who give the strong impression that they would rather be anywhere else. For a business that charges a premium, the service consistently falls far below even average standards.
This is especially disappointing because I have been a loyal Goodberry’s customer for over 30 years. Until recently, the service was consistently warm, attentive, and reliable. The decline in the last two years has been unmistakable, and today’s experience at your flagship location was the final confirmation.
After today, we’ve made the unfortunate but necessary decision to take our business elsewhere. If Goodberry’s hopes to maintain its reputation and justify its pricing, addressing its pervasive customer service issues should be a top priority.
