Andrew Frank
Google
My family and I have been loyal Hoffman’s customers since their inception—we’ve supported them for decades and always loved their ice cream. But after this experience, I’m deeply disappointed and feel completely let down.
I placed a custom birthday cake order for my mother’s 75th—specific flavors and gluten-free fudge instead of cookie crunch, as two people in our group have celiac. When I arrived to pick it up, they acknowledged the order and I even showed proof of my call days prior—but the cake was simply not made. There was no apology, no accountability, and no effort to make it right. They didn’t offer a single scoop of the requested flavor, just directed me to buy a standard cake full of ingredients we couldn’t eat. They knocked a few dollars off, which felt like a slap in the face.
I asked multiple times to speak with a manager, was given a wrong number, and then told I’d receive a call Monday—which never came.
This isn’t about one order—it’s about how a business treats its most loyal customers when something goes wrong. The staff may be friendly and the product may still be good, but the customer service and lack of basic decency were shocking. Hoffman’s needs to remember that loyalty is a two-way street.