Alia's Gelato & Café — Restaurant in Burlington

On Saturday September 2nd 2023 around dinner time (say between 6-8pm) My husband, 3 year old child and myself were travelling back to Toronto after spending the day at Niagara Falls. Just a few minutes before we got to the bridge while on the highway home my little one says "I have go to"! Traffic was bad but it was moving so it took a little while before we got off the highway. We ended up on Lakeshore which was packed with traffic. On the GPS my husband had marked a nearby tim hortons for us to stop at in order to let my little one use the bathroom. Little did we know the GPS took us to a Tims that was stationed at the Petro canada on Lakeshore. We went in and their bathroom was locked. I asked the guy behind the register if we could please use the bathroom for my child and he he said no. Then we ran out, took a quick scan of the area and jumped across the street and saw a Gelato place - Alia's Gelato & Cafe. So my husband said "let's go there - it's an ice cream place so they've gotta have a bathroom" We walk in, I spoke to the woman behind the register and asked nicely with a hint of desperation, "can I please take my child to your bathroom he really needs to go, he's only 3" the young woman behind the register quite literally said "we don't have bathrooms here" (impossible btw) I responded and said "please, I'll buy 5 ice creams!) (for context we had my aunt and uncle waiting in the car so we would have just taken a short break to enjoy some Gelato for all 5 of us). This woman didn't didn't care at all, barely acknowledged us and said NO. Not wanting to argue, my husband and I ran out and took another quick scan of the area and he saw Di Mario's Restaurant and my husband said, let's try here. By this point my little one was quivering and shaking and about to cry. Thankfully, these folks had no desire to make a 3 year old have an accident so they allowed me to take him to their washroom. To the owner of Alia's Gelato & Cafe and to the young white woman working at your store between 6-8pm on Saturday September 2nd - You are the very symbol of what is completely wrong with humanity. How on earth you were able to sleep at night knowing that without a care in the world, you denied the use of a bathroom to a 3 year old child? AND quite literally gave up the sale of 5 gelato's for our family to enjoy. The complete lack of dignity and humanity you showed to a 3 year old child is completely repulsive and I will NEVER stop by your cafe. I have also shared this experience with some friends we have that reside in the Burlington area who were horrified to hear that anyone would do such a thing so you've lost their business too. Humanity at it's worst can be pretty bad but never ever did I think for a second that such low class treatment would be given to a 3 year old child....

Visited around 3:15 PM today and was shocked by the way the staff treated me. The guy working there was extremely rude — absolutely no sense of customer service or professionalism. I felt like I was being treated like an inconvenience, not a customer. Would never recommend this place to anyone. Completely unacceptable behavior!!!

Reply to the OWNERS RESPONSE: First, when I arrived, the door was unlocked — which typically indicates a business is open or at least accessible. There were no signs clearly stating the store was closed, and no notice on the door about operating hours or private access. If it was indeed after hours, I completely understand the need for boundaries, but a polite explanation would have sufficed.

Secondly, I did not “sneak” into the store or “head straight into the back” as described. I looked around for assistance, as I didn’t see anyone up front. It’s unfortunate that my presence startled you, but jumping to accusations and responding in a rude and defensive tone is uncalled for — especially from a business owner. The way I was spoken to was inappropriate and unprofessional.

Whether open or closed, customer service and basic courtesy still go a long way — especially when representing a local business. I shared this review not out of spite, but to highlight an experience that could have been...

We dropped in here after dinner next door. My 8 year old wanted the coffee crisp ice cream. She has allergies to hazelnut, pistachio and sesame. I asked as I do at every eatery if there were any of these ingredients in her choice I was met with an assured absolutely not response by the cashier A few minutes after starting her ice cream of course my daughter starts to feel funny like she does when she gets an exposure. Specifically she has tongue swelling, difficulty breathing and vomits in bad reactions but usually more mild symptoms like tongue tingling and slight wheezing I go back in and inquire again about the allergies They break out the ingredients book and low and behold Hazelnut Not as in it may have had contact with or in made in the same facility but instead it is a direct ingredient So I asked them to ensure that what we bought wasn’t something my daughter is allergic to, they said it wasn’t out of sheer carelessness and could have literally killed her Take it more seriously when someone asks such a question and don’t diminish the impact of your laziness in the answer If I could give 0...