Edit: responding to ‘owners comments’. I asked the owner if he was happy with the way he deal with the complaint and he said yes. I reinforced that I was not happy and he ended the conversation. So please don’t try and say you are genuinely concerned. And as for discussion with staff. The owner was defending the staff actions.
My recent visit to Bells Milk Bar with my family of six left me thoroughly dissatisfied and frustrated. From the moment we entered, the staff's uninviting demeanor was quite apparent. Not only did they fail to greet us, but their attitude and sass while taking our order were highly unprofessional.
To make matters worse, the music inside the establishment was excessively loud, making it difficult to communicate effectively. Despite repeating our order multiple times, the staff still seemed unable to comprehend it, which only added to the mounting frustration.
As per many other ice-cream stores my daughter wanted to taste some ice cream before making a choice. This was not offer at Bells and then the staff member complained about my daughter taking too long to make her choice. This lack of customer service and guidance is simply unacceptable.
Additionally, when I ordered a hot chocolate, the staff responded with an eye roll, informing me that the machine was turned off despite it being an hour before closing time. The lack of basic courtesy displayed by the staff member was disheartening.
Furthermore, my daughter was then offered her ice cream in a cup instead of a cone due to the staff member breaking the cone was handled poorly. The staff member's disrespectful comment and the subsequent sass-filled remarks left a sour taste in our mouths.
To top it all off, I was overcharged for the ice cream, prompting me to request a refund. However, my request was met with even more sass and resistance from the staff. When I requested to speak with the new owner, the staff members seemed to revel in my dissatisfaction, making derogatory comments and rolling their eyes.
The service was very slow and the milkshakes, ice-cream and spider was below average.
Finally, when I was able to talk with the owner privately, I had to explain my grievances repeatedly. Although he offered an apology, it lacked genuine empathy. The handling of the complaint was disappointing, as he dismissed my concerns, stating that he had already apologized and couldn't do anything more.
As if this whole experience wasn't disheartening enough, while retrieving the money for the overcharged ice cream, I overheard the staff raising their voices and complaining about myself and my family to the owner. Instead of enjoying a pleasant time with my family, we were subjected to sassy and disrespectful behavior from the employees.
Needless to say, I will not be returning to Bells Milk Bar. Such a horrendous experience should never have occurred, and it is truly disheartening to see the lack of professionalism and respect from the staff. Customers deserve better treatment, and this incident has left a lasting negative impression on me...
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