Ungermann Brothers Ipswich — Restaurant in Ipswich City

I have been here before and had a good burger and shake. So, we were happy to return again but didn't have a great experience and I am not sure if we will return, disappointing.

Seating and tables - there were at least 3 or 4 free booths but all of them were covered in dishes. We asked to have a table cleared and the staff where happy Todo so, but other people were having to move dishes from one table to another which created a bad atmosphere. If you don't ask you can't have a clean table at this place.

Then when we were coming back from picking our ice cream flavors, we had to deal with people trying to take our table. Not their fault as there was a lot of tables with dirty dishes on them and I can understand why they wanted the clean one, but all of our stuff was there.

It was really hard to see the ice cream flavors, needed to kneel down on the ground to see into the fridge. They need to wipe down the condensation so customers can see.

My wife and her mother picked their ice cream flavors for their banana splits, and I then picked my ice cream flavors for my Sundae and when I finished picking, I was then told "sorry but you can't pick flavors for a Sundae, and you will have to have a banana split too if you want to pick flavors". I declined and we paid for two banana splits only.

This is the first ice cream store I have ever been to that sets out a big selection of flavors but refuses to allow you to pick what flavors you would like in your sundae.

We sat down and waited and then we were approached by someone and told that they have run out of banana splits and would have to pick from something else on the menu... Knowing that we couldn't pick the flavors of ice cream that we wanted unless we were getting a banana split, we thought it was all just too hard and weren't enjoying our time so, we asked for a refund and left and went across the river to Baskin Robins who let us pick whatever flavor we wanted and let us taste test a few too, their service was friendly and store was very clean, easy.

This place has more red tape then the local Ipswich council, very disappointing experiencing and I am not sure that we will ever return, at least not for an ice cream.... It is an ice cream store though.

*Thanks for responding, you allowed me to stand or should I say kneel down to try and see what is in the firdge under the layer of condenstation on the glass [wipe the glass down every now and then, lazy, take some pride in your store] there and pick out all the flavors and never stopped me and told me 'sorry you can't have that flavor [everyother ice cream store would], then told me when you ringed the order all up "actually you cant have those flavours, you need to upgrade to a banana split if you want them".... Bad customer service, I don't want to be upsold a banana split just so I can have choc-chip ice cream instead of choclate ice cream which you were out of stock on bananas anyway adding to our problems, just one after another, after we got to the forth issue we decided it's just to hard to get an ice cream and we don't want to know wha the next problem is, it's easier to go somwhere else.

The customer is always right... This dose not mean the customer is right... Think about it, its about providing a good expereince and ensuring return business and good reputation for that customer to refer more customers.

The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction

Here are 3 ways to respond in line with your company value of “The customer is always right”: Be empathetic: Let your customers know you value their opinion. Get acquainted with your customer journey to understand why they do what they do. Identify the opportunities so you may overcome any existing challenges.

After your response I will now for sure...

Having previously gone to UB’s for ice cream I expected this new place was going to be awesome. Unfortunately it’s a very disappointing experience. Firstly, you have a new staff member working peak hours at the register, it was a half an hour wait to order food, poor girl was lost with no guidance, it took half an hour to stand in a line with only 3 people in front of us which is poor service. Secondly, more than half the ice cream flavours weren’t labelled, a place with exotic type flavours should ideally have each one listed, not the handful that was - two of the workers couldn’t tell me which flavour was which, so I gave up and ordered a shake, a chocolate one, which after ordering I was told was not available, that’s fine, I’ll take strawberry instead, with no cream; it came with cream, and also just tasted like milk, very weak flavour - with all the cool ice cream flavours you would think the shakes with be made with ice cream, but it’s not. Thirdly, I ordered a burger and loaded chips, the chips were fine, nothing exciting.. the burger however was cold, boring, sauce-less and not worth the $13… it was the original UB burger, don’t order it. On a positive note, the brownie was good, the ice cream flavours are also good, (I know this from past experience) and overall the customer service was not bad - I refer to the politeness of the staff not the overall experience of waiting 30 minutes in a line of 3 people. Whoever owns or runs this place needs to work on a lot before it becomes another Ipswich business to disappear into nothing. Quality service, interesting food and simple labels for the flavours would be a good start. Also, rude replies to previous negative reviews on your page will eventually bite you back - very unprofessional, take the advice...

They’re good for scoops of ice cream and that’s it. The server didn’t listen to my husband or I at all, I ordered a toastie on the app and then wanted to change my order not even 1 minute after placing it so I went up to the counter and asked to change from the toastie to the Brie BURGER because it’s deep fried brie and I’m pregnant so I wanted to finally get a chance to eat some after 7 months. The server said no worries at all and says we don’t need to pay the difference so I say sweet, that’s generous and we sit down. The food comes out before the coffee I ordered and it’s not a burger, it’s the Brie and cranberry toastie. Okay I guess, easy to misunderstand and I can see why he didn’t ask me to pay extra. My husband goes up to the counter and says we want the BURGER and we are happy to pay the difference for the food. We just want the burger because it has the deep fried brie. Server says so sorry, I’ll sort that out, don’t worry about the difference in payment again and we assume it’s because he misunderstood the first time. My husband finishes his own burger and then my food finally comes out and it is yet again another toastie, a toastie with deep fried brie. I want the BURGER. I get up and ask for a refund for just the toastie, server doesn’t know how to do it, another lady from the kitchen comes and sorts it out and then says the refund has been processed on their end but didn’t get me to tap my card so I have no proof of the refund happening just verbal. Anyway, the only thing they’re good for is ice cream, get your food and coffee else where. I am so disappointed and probably extra upset because I’m pregnant. How hard is it to just listen? We are offering you more money to pay the difference for...