La Paloma Gelateria & Cafe — Restaurant in Vaughan

Couple days back, I purchased one 'Litre' of gelato at the Woodbridge location of La Paloma. Once I got back home, I went to put it into the freezer, but somehow the weight felt wrong. Out of curiosity I weighed it, and it was 829 grams.

Granted, they sell it by 'Litre', which really does not make sense, because gelato is considered a solid. I believe they opt to sell it by the 'Litre' to compensate for the air factor utilized in the elaboration. In any case, whichever measure option you decide to sell your product, the obligation would be to provide the consumer the adequate amount, get what you paid for!!!

Because of gelato being solid, they should weigh it, and fundamentally 1000 grams equals one Litre.

Anyway, I called La Paloma, and a female employee answered (who refused to provide her name), who also became hysterical when I tried to explain what had transpired. She kept saying that she had no idea what I was talking about, and she was just an employee. Needless to mention, I became somehow agitated in lieu of her incompetence, and dismissiveness, I was then demanding to speak to someone that could provide me answers. The male that was at the cashier grabbed the phone, and aggressively took over the conversation, repeating that he was there to help, but would not allow me to explain.

He said he remembered me buying the gelato, and consequently had given grief to the employee that served me because he had noticed that too much was placed in the container (obviously that was a visual observation, no actual measurement of any sort). Of course, on the other hand, I had real evidence that such was not the case. But, it was really hard to reason with this individual, he would talk over me constantly, and dismiss anything I said. His level of ignorance, incompetence, arrogance and rudeness was striking. Definitely, not customer service oriented at all, to say the least.

One of the concerns I raised was, why they sold gelato by the "Litre', and his response was... “if you left the gelato on the counter it would melt and turn to liquid”. In addition, he alluded that scales are not used anywhere, not even supermarkets...Really????? I was dumbfounded by his replies!

Honestly, if that is the case, why do we buy Ice by the pound here in Canada? Conclusion, customer service at La Paloma is absolutely atrocious. Their gelato is rather mediocre, because they really have no real competition here. If you travelled to Europe, and consumed Gelato in Italy or Spain, you would agree with me. In any business, owners will always prefer customers to provide feedback so they can adjust their service to optimum levels. I was merely trying to achieve that, but being confronted by such level of egotism and ignorance that was just not possible.

Granted, I have been a customer of La Paloma for a long time, and I have encountered great employees before, but somehow owners and/or people in-charge as the one described above, tend to scare their good employees away. I also opt to leave and not return. Enough is enough. Solutions: Either sell it by weight and have a scale or sell it by size (Small, Medium and Large). Or let it melt on your counter and sell it to your customers by...

I do not know where to start when it comes to this Gelateria. I have had three bad experiences one after a nother. I went to buy Gelato and an Espresso and the lady at the counter, the owner, I asked for a long Espresso, I noticed her rudeness so quickly, she made the Espresso, but saw it was almost falling to the top. I didn't want to say anything as I do not like to complain, but after sitting to enjoy my Gelato and Espresso, I could not drink it because it tasted horrible and watery, I tried my best to drink it, but just could not at all. I went back to tell her and asked her politely if she could be so kind to make another as I could not drink it and she made to full to the top. She with her rudness said "What do you want me to do"? I told her if it's possible to make another one because it was too watery, she answered in such a laud voice and told me if she makes me another one, I have to pay for it. I could not believe her rudness and asking me to pay again for an Espresso I already paid for that she made that was watery. I told her it's not my fault she made it so full and watery. She again started to say in her rude and laud voice.. "if you want another Espresso you have to pay again". I told her I always go to get coffee and Gelato there often with my grandchildren, and she answered" I don't care how often you come her, my coffee is not free," this shocked me with such surprise as I would have never expected an owner penny pinching to make a proper Espresso for a customer that has brought business to her for so many years. I told her she can keep her coffee and her Gelato and will never see me or m6 family enter that place ever again. She laughed and said good bye!!

I am disgusted a place as busy as Paloma would treat a customer with such vulgar and such crude way. I was completely SHOCKED. It was so disgusting to see this type of crulness towards a customer. It is obvious they are penny pinchers and have no respect for customers they are all about (money Only) Their ice cream has not been the same for quite some time as they have been making it with cheaper ingredients. A worker told me these people are so cheap and have lowered the quality. It never surprises me how people that have such success can be so classless and cheap! I will never recommend this place to anyone because don't be fooled by their quality. I would give a BIG FAT ZERO If I could. I will only support a small business looking for customers to make their daily living that treat their customers with respect and not these SELFISH CRUDE and discourteuous PEOPLE!! ...

Absolutely horrendous customer service!! It was a beautiful afternoon in Woodbridge until I encountered the grumpy 'owner' of this location. I had purchased two scoops in a waffle cone and as soon as I walked out I passed the ice cream to a friend and the cone broke and the ice cream fell into my hands as I was trying to save it. I explained the situation politely to the staff who had just given me the cone and they wanted to give me a replacement but said I would have to talk to the owner who was at the register. I explained what had happened and said I would appreciate anything he could do - without hesitation he responded in an aggressive way saying that it was my fault not theirs and they wouldn't provide any replacement - I repeated that it was an accident but he didn't want to hear it and he actually caused a scene by raising his voice. A lady in line overheard and started backing me up and saying that the owner was being ridiculous and rude. I stepped to the side to take a napkin and the napkin holder was pushing up against an empty cannister which ended up dropping a couple of inches onto the lower counter because I had to push the napkin holder in to get one - the owner quickly approached me and berated me cursing in Italian and English - it was absolutely ridiculous. For a place that's been open for many years and that has such loyal customers, you'd think they would have some concept of customer service - what would it cost them to replace my cone? Instead they've lost me as a customer and the lady who witnessed all of this left with me in disgust. What was supposed to be a fun experience getting some gelato during these uncertain times when so many are suffering turned into a stressful occasion because of the grumpy...