Bitzel's Chocolate — Local services in Suwanee

We have been loyal customers of Bitzel’s ever since their opening day, but that changed today, July 4th, when a gelato worker raised her voice at us. Having lived in Ecuador, we were thrilled to hear about a chocolate/gelato store with Ecuadorian products in Suwanee. Every weekend, we visited the store with all of our family and I have always ordered the same gelato order, and we always felt welcome and at home.

Unfortunately, this changed recently. On June 30th, around 5:30 PM, I visited the store alone at first. There were no other customers at the time. While I was greeted warmly by the staff in the chocolate section, the experience at the gelato section was different. The gelato employee told a colleague, “Hey, can you at least do this? I am counting the safe,” referring to serving me, a loyal customer. When my sister arrived, we ordered our usual, but the employee told us it wasn't allowed and that the system couldn’t process it. We were confused and tried to explain that we always ordered the same thing. She responded in a not-so-nice tone, insisting she had worked at Bitzels for a long time and didn’t understand why others had served us that order. This made us feel like we had been doing something wrong by simply buying our gelato. But we figured since it was late the gelato employee wasn't in the best mood.

Feeling uncertain and nervous, we decided to give it another try after a few days. Another employee was assisting us when the previous worker interrupted, raising her voice and displaying a scary and mean attitude. She said “You already tried this last time, and I told you last week that YOU CANNOT DO THAT.” We told her that we were not talking with her and suggested there were better ways to communicate this than raising her voice and being mean. Her raised voice and attitude made me terrified of returning, which breaks my heart after months of weekly visits. The rest of the staff, gelato, chocolates, and the environment are great, but I am now unsure if I will ever feel safe or receive good service at...

I’ll start with the chocolates are very good and definitely on par with European chocolatiers, but customer service was quite different than expected.

I was excited to try them and loved our first visit earlier this year with the staff explaining their different chocolates and letting us taste test the ruby and caramel chocolates. We loved the dark chocolate and bought the 4-tier boxes to give as a gift along with some extras for the kids and ourselves. Pricey but worth it! We got some gelato on the way out, also a nice treat and it tasted very good.

Today was completely different and I was so taken aback by the staff rudeness. Several interactions like asking about the different box types and the prices both went ignored and I had to ask the questions several times to get attention and finally a forced answer. I mean, what?!? This is a customer-facing store with no other customer in line, I’m not asking difficult questions.

The total was a little more than I expected so I asked if the prices went up. I was ignored. I asked again, and I was told no. I said the prices were $2/piece earlier this year, how much are they now? She said $2.50. All she had to say was yes, the ingredients’ prices have gone up and we had to increase our prices. Understandable, so I don’t know why she was hiding it.

Upon leaving, she just handed me the bag, no thank you, nothing but a cold stare. Okie dokie. Thanks for showing me how you do business.

For a high end chocolatier, a completely discretionary purchase, I would have to thought a little friendliness goes a long way, but I guess that was too difficult. It was a complete contrast of the amazing staff there in February on the weekend.

Unfortunately I will no longer make the 30 minute drive each way or...

USED TO BE OUR FAVORITE!!!

We have been loyal customers ever since Bitzel’s opened and we love it. Our experience was always amazing. Sadly, that change today and a few days ago when we received bad treatment from one specific worker, because of our order. We have been ordering the exact same thing (salted caramel gelato, caramel biscotto cookie crunch, and choco-hazelnut rock) ever since they opened back in January. The employee (supposedly manager of the gelato) was very rude and demeaning towards me and my sister.

They said that we could not choose two toppings and that she did not know who would’ve ever serve us that way. While we could’ve gladly pay extra for the topping, she immediately turned defensive and shut us down really quick without providing options. Thinking it was just a bad day, we returned the following weekend as we always do. This same employee did not flinch to leave the customers she was helping to come and raise her voice to me and my sister yet again. We felt attacked as if because we look young we are unable to pay or deserve a good customer service. Very dissatisfied and disappointed as we have always felt welcomed at Bitzel’s, hopefully this reaches the target audience so they can properly review and audit their staff, as from someone who has been in leadership, I can truly say that is no way “manager” behavior.

The picture attached is our order from June 2nd (exact order...