Ben & Jerry’s — Restaurant in Waitematā

I visited the Ponsonby Ben & Jerry’s store at 9:30pm today (closing time is 10pm), but unfortunately had a disappointing experience. Despite standing at the counter for a few minutes, none of the staff acknowledged us. One staff member was mopping the floor while the other was cleaning the counter, but neither looked up or made any effort to greet us.

There was also no “wet floor” sign visible, and the staff member mopping didn’t warn us — which is a basic safety concern.

It wasn’t busy at all — in fact, we were the only customers in the store, and even the street outside was quiet. As locals, we know the area well and can say for sure that it was not a rush period.

We completely understand it was close to closing time and staff may have been on a night shift, but completely ignoring customers shows a lack of professionalism and poor attitude. It genuinely felt like they didn’t care at all.

To make it worse, when we left and politely said “thank you,” there was no response. The overall lack of acknowledgment and basic courtesy made us feel very unwelcome — definitely not what we expect from a brand like...

I placed an online order for a birthday cake earlier this week and scheduled for pick up today, but when I got to the store, they didn't have the cake ready for me, which I was a bit annoyed about. However, the staff were apologetic and offered to either give me a cake with different flavours, make the one I ordered originally but pick up on at a later date or a full refund, so props to them for at least helping me out. Still, I think it's unacceptable that I placed and paid for an order more than a couple of days in advance with a scheduled pickup and still didn't get it. If it's the case that they couldn't make it in time, I would've appreciated some kind of notice as it would've saved me some running around for nothing. Overall, staff were helpful, friendly and did what they could to assist me, but the fact that my order wasn't followed through is quite...

Very disappointing. Arrived to a very busy B&J on Valentine's. Clearly going to be a wait, which is acceptable. What isn't acceptable is when the place is understaffed to serve scores of customers. Worse, rather than serve ice-cream to those who knew what they wanted from one side, the staff stand while each person tries several flavours. I consider they should only have one staff member tied up with the tasting customers, and another for actually making and selling icecreams one after another. Frustrating to have gone out of our way to get there and experience this backwards priority. After waiting a while we decided that ice-cream simply isn't worth a 30-40 min...