Mariana Abdalla De Marchi
Google
The ice cream is delicious, but the service is HORRIBLE. I was served by a blonde girl (dyed hair, almost white) who was huffing and puffing, and rolling her eyes at every question or request I made (for example, when I asked for a spoon). She was clearly angry to be working on a Sunday and at the long line. She mistreated my mom, son, and husband, too. Her colleague, who served us another spoon, was just as miserable.
They don't even finalize the sale with a thank you. The girl simply punched in the items and turned her back. No goodbyes, no thank you, not even a question about our paying method. And then they expect a tip that starts at 15%, HAHAHAHAHAHA. This is a joke! What am I tipping for? Do they think the tip is based on how rude they are, hence they make such a great effort?
Worst customer service of my entire life. I hate when a great place with great food is poisoned by people misrepresenting the business. I have been in customer service for 20 years, and I have never treated a customer like this in my entire life, not even on my worst days. This is shameful!
I don't think it's rocket science to know that Customer Experience is the root of a business success, as it drives loyalty, retention, repetition, selling amplitude, and recommendations. Customers always have other choices. Don't act like you are the last cookie on earth.
Your business may be doing great because it's summer, but it could be a lot better without rude, grumpy, miserable employees with zero work ethics.
Send these kids back to high school and get some real professionals who can make this the best ice cream shop.
Oh, and stop being cheap and make the spoons available for customers to get. Or train your people to smile when we request one. Or train them to give customers one without making them have to ask.
Judging by the owner's answers on reviews below, I am not surprised. Ignorance and rudeness are a cultural problem with this brand. If the owner thinks it's OK to answer online reviews in such a snarky, defensive way, they certainly lack maturity and business acumen.