Marble Slab Creamery — Restaurant in Burnaby

I would give a zero stars to this location if I could, based on the older Asian man and lady working there (owners?). Go somewhere else or go when somebody else is working so you dont get ripped off. I am a regular at marble slab for about 5 years. My review is based on my last 15 unsatisfied visits at this location. The older gentleman (I believe he is the owner) that makes the cones is SO petty and practices poor hand hygiene- I’m an RN so his hand hygiene doesn’t go unnoticed. They are supposed to always weigh the ice cream but its often half the size its supposed to be. A franchise is based on consistency. Today I got very little ice cream, I ordered a regular. On top of that they are so petty and stingy with the mix ins. Today, I ordered 2 mix ins, in front of me he told the other lady (his wife?) not to add mix in in my ice cream to my face. She added barely anything (less than even a quarter of a scoop), so I asked if she could please add it and she said she already did and they looked at eachother. Weird! But this time my husband insisted I write in and take pictures. I spend about $10 per cone, I should not be given an unacceptable product over and over again at this location. Just getting really fed up with the lack of consistency with all other locations, lack of customer service, and petty attitude. Oh and he asks us to pay first so he can get away with his pettiness. He does not like to honour coupons or honour the free ice cream cone after your purchase of 10 cones and collection of 10 stamps. I wish there was another franchise closer to our house so we could go there instead. Dont waste...

We usually go to this Marble Slab because it does tend to be very good. Well we went last night June 09th, 2024 after a hot day and got some ice cream and we where not very happy. We where waiting in line with about 7 people in front of us which is not a problem, we where expecting a wait. The young girl in front of us waiting must of either worked there and it was her day off or her parents own the store, she goes behind the counter and starts giving her friend samples while the other two girls are trying to work their way around her, her hair wasn't tied back and was long and looked really unsanitary. The girls working also looked super annoyed and i can tell you all the customers in there where pissed. At first I thought she was going to help the girls get caught up but she jumped in and budged in front of a bunch pf paying customers because of course they also didnt pay. We get up to the counter and they have a new ice cream and I asked for a taster and she was like no all the tester spoons are gone. The girl who did serve us didnt smile wasnt nice and seemed more annoyed we where there getting ice cream. When we go to pay I have the app to scan for points and their system was down. Its not cheap ice cream so to not get the points on $30 ice cream made us annoyed as well. I get it was a long hot day scooping ice cream but should still at least be nice maybe even one little smile. Ice cream was really good of course just wish the customer...

Poor customer service and extremely rude.

I called a couple of times to inquire about the ice cream cake flavors and the male i was speaking to was very impatient about my questions and constantly passing the phone to someone else in the middle of our conversation.

I asked them if it was possible to make me a cake with short notice, they denied and said that it was too short of a notice - which i understood. However, they said they were able to make me something else (assuming it won't take as long) and I agreed to it.

In a span of five minutes, I decided to cancel the order and the male associate yelled (in mandarin) at me over the phone saying that the cake was already done. He also demanded me to speak to him in mandarin. I asked him if that's how he should speak to his customers then he told me to never visit their store again. I have never been to this store before and I definitely will NOT visit.

P.S. I've called another marble slab to inquire about how long it would usually take to make an ice cream cake from scratch and I was told that it takes up to 5 hrs + , so how was it possible for you to finish the cake...