GROM — Restaurant in Florence

I’m a huge gelato fan and have been to many of the “best” gelaterias around Italy. I read rave reviews about Grom and was ecstatic to try their gelatos.

My friend and I arrived at 11:15pm on Monday, July 1st. The side entrance was locked and the attendant shook her head to indicate the shop was closed. We walked around to the main entrance and saw a few delivery drivers waiting for orders. They said the shop was still open.

We walked in and two women were working. One women stated they were only filling delivery orders because it was 11:15pm and they needed to clean up. I then asked what time is the last order so I could come back another day. This is when things became interesting. She replied there is no last order time and the shop closes at 11:30pm. Confused, I double-checked the time and said it is 11:15pm. The attendant then said she was unwell and did not want to work. I wished her a speed recovery and asked her to be more pleasant with guest in the future. The other woman did not say a word during the exchange.

I used Google reviews as a research tool to help me make decisions while traveling. I rarely give a review such as this but it is warranted as their are plenty of yummy and customer friendly gelaterias...

Worst service during my stay in Florence. Totally unfriendly and unhelpful staff (it was a guy that served me on 2024/3/29). I was trying to order one cone and he started asking me I want one or two with very strict and impatient tone. I was confused and wanted to get clarified (thought perhaps two got discounts or he meant two flavors in one cup or something) but he just acted super arrogantly and impatiently (as if I’m an idiot 🥲) to an extend that my friend couldn’t stand for it and had to step out to tell him to stop and that we just wanted one. We bought and left without confronting in the end but were upset to be treated disrespectfully. It was quite empty that day and no one was lining behind us, so I don’t understand where that attitude is coming from. For any normal polite and respectful customers like us, I sincerely don’t recommend this place due to its service. There are better gelatos close by as well with even...

Gelato 9/10 ✨️ Service 1/10 👎🏽

Visited in the evening of June 16, 2024, after walking around the Duomo. We were excited to try the gelato at Grom after hearing great things about them online. And the gelato did not disappoint! Beautiful flavor and texture. A real delight.

This, however, was all but ruined by the terrible service. ( I hesitate to even call it sevice) A cold and stale getting got no better as they dished with stale faces.

Food, especially desserts, and particularly gelato this good in Italy, should bring you happiness!

What a shame.... Grom won in flavor, Lost in joy.

(I read other reviews and noticed that management responds to the many other negative service reviews with the same canned reply...."Education and kindness are part of our core values, etc etc.") Perhaps you practice this and start with these rude ladies at...