Venchi Chocolate and Gelato — Local services in London

I am writing to express my concerns following a recent visit to your store near Hampstead Station in London. Unfortunately, the experience was disappointing, and I feel compelled to bring it to your attention.

Initially, the staff were welcoming and helpful, which made for a positive start. However, the situation took a turn when I inquired about your membership program and available discounts. The assistant store manager (ASM) informed me that the information was not available, and when I asked for further clarification, he seemed unsure of the details and unable to provide clear answers. I requested to speak with the store manager (SM), whom I knew was present, but the ASM insisted he was the store manager. I was left confused, as I expected a manager to have a clear understanding of the policies.

Fortunately, a trainee named Syad stepped in and was able to explain the membership details clearly and confidently. His professionalism and understanding of the policy were much appreciated, and I would like to commend him for his excellent service.

While I greatly appreciated Syad’s assistance, the lack of clarity and customer service from the ASM left me with a negative impression. I am now considering exploring other brands, as this experience has made me question whether I can rely on the service at this location.

Thank you for taking the time to read my feedback. I hope it will be used constructively to improve the experience for...

I am thrilled to share my positive experience at Venchi Hampstead and the amazing salesperson Covina who made my visit truly memorable. From the moment I walked into the store, I was greeted with a warm smile and a friendly welcome. Covina's professionalism and attention to detail were simply outstanding, and she went above and beyond to ensure that I had an enjoyable shopping experience.

Covina's knowledge and passion for the products were evident as she guided me through the store's wide range of chocolates and gelato. She took the time to understand my preferences and recommended some of the most delicious chocolates and gelato I have ever tasted. Her recommendations were spot on, and I was absolutely delighted with my purchases.

I was also impressed with how Covina made every effort to make me feel valued and appreciated as a customer. She was patient, attentive, and went out of her way to answer all of my questions and address any concerns I had. Her dedication to customer service is truly remarkable, and I believe she is a valuable asset to the Venchi Hampstead team.

Overall, I highly recommend Venchi Hampstead to anyone looking for high-quality chocolates and gelato. And if you have the pleasure of meeting Covina during your visit, you are in for a real treat. Her exceptional customer service skills and warm personality make for an unforgettable shopping experience. Thank you, Covina, for making my visit to Venchi...

Unfortunately had a very bad experience. Went in late in the evening and prices were not obvious as they are on a small sign by the door as we walked straight to the ice cream counter to be served. I was served ice cream. I selected one scoop as thought it would be cheaper and then went to pay. They charged me £11 for two very tiny amounts of ice cream in a cup and a cone and didn’t mention it was the same price for 1 or 2 scoops. We paid and when we queried it they said we could have had more scoops as that was included in the price but it was too late now. There were no other queuing customers in the store.

We said we had paid for 2 scoops each so wanted the extra scoops and was told this was not something they could do. We had not started eating the once cream or left the store. Staff started being rude and saying the signs were obvious. Another customer who said he came in all the time (this could have been the owner) then started saying he knows how it works and therefore it’s our fault, and the staff encouraged him and joined in. All this because we asked for the amount of ice cream that we were entitled to as per the menu, but because the menu is not in front of where you select your ice cream, it seems like it’s set up to scam you. Shame as just moved to Hampstead. The staff have successfully persuaded me to go to the other two great ice cream shops in the village instead. How not to run a customer friendly shop and gain...