Rivareno Gelateria — Attraction in Palma

Not even worth one star — a gelato shop I’d never return to. Visited on May 5th with my sister because we heard this place was popular. When we arrived, the menu boards were not fully up yet, and staff were still arranging them on the wall. We had no idea what flavors were available, yet we were asked multiple times what we wanted to order. It was frustrating to be rushed when the shop wasn’t even ready.

Still, we ordered: my sister had pistachio and vanilla, and I chose pistachio and crème brûlée. The staff were not friendly, but we tried to enjoy our gelato anyway.

Unfortunately, things got worse. While eating outside, my sister found a tough, paper-like foreign object in her pistachio gelato. We told the staff immediately. They brought someone from the kitchen, but no one apologized. They just handed us one scoop of gelato and said, “Is this okay?” — as if that made up for it.

If you look at the photo, the pistachio was underneath the vanilla, so she had already eaten most of it when the object appeared. Still, the response was dismissive and careless.

No apology. No explanation. Just one scoop and “too bad you already ate it.”

We’ve traveled to many countries, and this is the first time I’ve ever written a review like this. The whole trip was great — except this. Truly disappointing.

I’m writing again because the response we received was extremely disappointing, and I believe it’s necessary to clarify the facts precisely.

We arrived at the store between 11:26 and 11:27 AM on May 5th, and there were barely any menus displayed for the Specialità RivaReno items — not two, almost none. If there is CCTV footage available in the store, please review it.

We were waiting specifically for all the menu boards to be displayed, and we placed our order between 11:30 and 11:31 AM. As shown in the photo of the ice cream attached in the comments, the menu boards are fully visible — naturally, that’s because we waited until they were all up before ordering.

Around 11:36 to 11:37 AM, we noticed there was a foreign object in the ice cream and returned to the store. One staff member was at the counter (with a nose piercing, wearing an Apple Watch on the left wrist, silver rings on the second and third fingers, and bracelets on the right arm with a bandage on the second finger). She called two people from the kitchen — one man and one woman.

No one apologized. They spoke to each other in Spanish, and then gave us a scoop of ice cream in a cup. We have no way of knowing whether it was freshly made or not, as we had been sitting on the bench in front of the store eating.

Again, no apology was offered. They just handed over the scoop abruptly, and when I asked what this was, they responded in a manner that suggested, “Just eat this.” I was extremely upset and asked for a refund. The female staff member I mentioned earlier said, “You’ve already eaten it, so we can’t give you a refund.”

At no point did anyone apologize. No one asked what kind of foreign object was found. In fact, it was an elderly customer at the store who kindly took a look and confirmed it. We ourselves disposed of the object...

I love their ice cream, sadly the people that work there aren’t very friendly. Every time I go they make me feel like they don’t really want to be there, nor want people to be there. If this is the best ice cream shop in Mallorca they should have the best people working there, especially when its main target are tourists I felt super pressured to decide which flavor to choose the girl acted super annoyed. It doesn’t cost anything to smile/be nice and If you work in the tourism and hospitality sector that’s one of the first things you learn in school (or not apparently) There wasn’t anybody else in the shop and the lady wasn’t friendly at all. Like come on. Hire some nice people that actually do want to be there. If it is the “best” ice cream shop in Palma dedicate some extra time in choosing friendly people. And if you’re a tourist and like nice people I’d recommend other gelato places like cream crew vegan ice cream in Santa Catalina. The lady that works there is super friendly and it’s just as good and receive better...

"gluten free" ice creams that contain gluten due to contamination, as stated by the staff. What a joke.

Edit / answer to the "owner's" reply: by your reply I can notice how amateur you are. First of all, not replying to me in English shows how disrespectful you are with your customers, secondly, the information about the ice cream being contaminated with gluten was given by one of your staff, and she did not give me any option to resolve that. So not only you are incompetent, but your staff as well. Luckily I found a much better option few minutes later. So if you guys want to try a good ice cream in Palma de Mallorca I recommend...