Marble Slab Creamery — Restaurant in Hamilton

The Marble Slab Creamery on upper james in Hamilton has terrible customer service. We went for an after dinner treat on April 19th. The place was packed. We were so excited to get our ice cream. Elias ordered the bubble gum with a dunk sprinkle waffle cone and started eating when he started to notice that the gum pieces were really hard to chew, in fact, he was worried about chipping a tooth. After much debate, we came to the conclusion that he could not eat the ice cream. I kindly asked if we could just replace the ice cream in his sprinkle cone with something else. We were told no we couldn't. We would have to purchase a whole new ice cream. They didn't offer us a free replacement or a half price cone- that's right- we threw out the cone he had just ordered and had to buy a new one on our first visit there. Elias was so embarrassed. The young girl was talking down to him the whole time- like "now are you SURE that's what you want?" Etc etc... We ate our ice cream in the car we were so upset. I emailed the creamery with our experience and received an email response supporting the employees actions in the situation stating that they never get bad reviews on their bubble gum. I was offered a BoGo coupon.

Needless to say we won't be returning.

That's okay- Big Scoops in Hamilton is worth...

We went to this ice cream shop, and my nephew asked for extra rainbow sprinkles. Despite our willingness to pay extra, they told us they couldn’t fulfill the request. Maggie, supervisor, mentioned that they have been in business for 15 years and that no one has ever made such a request before. If a shop selling ice cream cannot make a child happy with a simple request, then what is the purpose of its existence? Do not recommend this place. Terrible customer service!!

Based on your response!! What you want to do here is show that you are following the rules and cover up your terrible customer relations. He didn't even eat half of his ice cream and I didn't want you to come into contact with his ice cream! I asked you to give me rainbow sprinkles with your disposable spoon. For a fee. And you know that was the exact request I made! No one asked you guys to break safety rules! There is no excuse for your rude behavior around my nephew! Anyway! I suggest you strengthen your customer relations....

We have supported this Marble Slab for over 10 years and been quite happy with the service. However, today was a frustrating experience.

While I fully understand the concerns these days with Covid protection and sanitary conditions, it seems irrelevant and ridiculous to refuse to put a single gummy bear on my Mom's ice cream cone. The item is included in the mix-in options but they insisted it could only be added if they mixed it in, not placed on top.

As an alternative solution, I suggested putting a single gummy bear into one of their small sample cups, I would pay more for it and place it on top of the ice cream cone myself. This option was refused also.

Luckily the ice cream is always yummy but basic customer service and an understanding of science and what constitutes sanitary conditions appears sadly lost in blind...