Kilwins Ice Cream - Chocolate - Fudge — Local services in Gainesville

If I could leave negative 0 stars I would! Went to this location for the first time with a friend. Walked in and my friend ordered for us. The guy making the ice cream mistakenly, put both of our orders in one cup. So me & my friend were like “wait, it’s supposed to be two separate orders” && the “manager” checking us out goes “well we can’t take it back”. The guy had literally just handed us the ice cream cup. So the guy goes and makes another ice cream which I thought he would be making correctly due to the FIRST mistake. The guy comes back with the same WRONG order again. So I’m like “are you not going to make another one?” This devil (the manager) goes “Oh, we just made another one with both flavors and you can just take another cup and split the ice cream in half” && I’m just standing there like…”is this guy serious” but I wasn’t trying to make a big deal so I was just like whatever. So me & my friend go and sit right outside the store and he starts to take a small bite and pauses & was like “wait! did yours have tree nuts in it?” && I’m like “omg yes! It had pralines” my friend is allergic to nuts!! So we go back in the store and my friend ask the manager “hey did the ice cream have tree nuts in it?” This guy literally goes and looks it up in the book && I’m like “bro you don’t need to look it up, it’s literally on the description on the window” he goes “No there’s no peanuts in it” I say “Not peanuts, tree nuts!!” He starts literally trying to argue us down saying “you said peanuts, not tree nuts”; irregardless he has a nut allergy! This devil showed no remorse! && acted as if we were getting on his nerves & disturbing him. Mind you, this is literally a life or death situation that he just treated as if it was our fault to begin with. So I’m like “Can we just get our money back because this lack of customer service is ridiculous & he literally could of died” && this devil goes “No I’m not giving you your money back, you already walked out the store with the ice cream and it was no problem” I’m like “Are you kidding me? You gave us the wrong ice cream and basically told us to deal with it, I didn’t know he had a nut allergy!” No apology, no remorse, no sense of responsibility to make it right, no sincerity. I will never step foot in this establishment again. The guy claimed he was the manger but whoever is over him needs to evaluate that decision. He lacks decent humanity of a customer’s life & well-being. The guy who actually made the ice cream admitted it was his mistake && the devil still didn’t care. Literally pure evil!! Ice cream was trash,...

I visited the store for the first time last Friday 08.04.23. I have to admit, they were busy due to the amount of people were enjoying the monthly event at the Gainesville Square. The installations looks clean and neat, which it is very attracted to the eye. While in line, I observed something that really made think twice if I was about to eat the ice cream, was the fact that none of the employees were wearing hairnets and I noticed that one of the girl had her hair all messy, and literally she was bending over the ice cream containers to get the ice-cream, which made me think that eventually her hair would fall on the ice cream. I know all they were wearing hats and the girls were using visor hat, but honestly, this was not meeting the sanitation standards, since it is my understand if an employee has a contact with food they MUST wear a hairnets. Also the guy who were making the waffles, was in her air-pods while working, which made me think, he was there, but not there. Once I saw the hair situation, I decided to take the ice-cream my friend ordered but I ended in threw it away. According to my friend, the flavor was good, but I did not have the guts to try after this...

The ice cream was average though overpriced. Pleasant employees and very attractive shop. Huge negative: if you charge your purchase, you are given one of those portable charge card machines and the employee announces that you may leave a tip at the bottom of the receipt. Tip for what? Five minutes of customer service? Many media articles recently about companies skimping on fair pay and getting their underpaid employees to join the growing “please leave a tip” movement with the aid of these little charge/beggar credit card machines that have been crafted to make you feel cheap or ungrateful if you choose not to tip. Shameful and inexcusable from a company that charges $32 or more for a pound of chocolate. I for one will get along just fine without...