Desi Kothi Ice cream - Clayton — Restaurant in Melbourne

I hope this message finds you well. I’m writing to share feedback about a recent order, with the intention of improving future customer experiences.

Order Details: I ordered two ice-cream items. One was unavailable, and I received a refund for it. While I understand stock can run out, I was disappointed that no attempt was made to offer a substitution or ask if I’d like an alternative. When I did ask about replacements, I was told I could get in touch with the driver myself — which felt impersonal and unhelpful. I also felt the tone from the customer service representative—“the girls on call”—was dismissive and lacked courtesy. Clear and respectful communication makes a huge difference, especially when expectations aren’t met. Suggested Improvements: Proactively offer substitutions when items are unavailable. Encourage staff to contact drivers on behalf of the customer, rather than shifting the responsibility.

Train call agents to maintain a friendly and professional tone at all times.

I believe addressing these points could greatly enhance overall customer satisfaction. Thank you for considering my feedback. I appreciate your attention and hope to see continued...

I traveled 28 km to visit Desi Kothi Ice Cream, my favorite spot, only to be met with an incredibly disappointing experience. I arrived at 10:45 pm and was immediately informed by a rude staff girl with glasses that only kulfi was available. Despite my multiple requests for a simple brownie, she insisted on serving only a frozen brownie without even attempting to microwave it. After numerous pleas, I reluctantly purchased the frozen brownie, which cost 8.50 AUD—no different from the regular hot brownie with ice cream.

The service was unacceptable and the staff member's attitude was extremely unprofessional. It’s clear that proper training in customer service is needed. I’m not upset about the product, but the poor behavior and lack of respect were truly disheartening. I hope the management takes note and addresses these issues to improve the overall...

The experience at Desi Kothi Ice Cream was made even better by the exceptional service from Ronisha. She was incredibly friendly, attentive, and knowledgeable about the menu, helping us choose the perfect flavors based on our preferences. Her warm and welcoming attitude made us feel truly valued as customers. She ensured that our order was served quickly and presented beautifully, adding a personal touch to the experience. It’s always a pleasure to be served by someone who genuinely cares about customer satisfaction—thank you, Ronisha, for making our visit even...