Gelato Divino - The Dubai Mall — Restaurant in Dubai

I’ve been there with my mom who is considered as senior two days ago. We were standing not attached to the ice cream fridge at all because we were just trying to read at the board on top. One of the resting face ladies spoke with quite loud voice trying to call customers to try ice cream which I see nothing’s wrong on this but what I felt not right was she was trying to speak repeatedly with louder voice in order to call us come closer with the “resting and non-smile” face. Do you think this is very welcomed service? I don’t think so.

I then ignored that ugly factor and stepped closer to have a look an ice cream flavors with my mom. We were TALKING to each other deciding what flavor we were going to order. The same lady grabbed little spoon and scooped “Dubai Chocolate” flavor and impose me to pick this up. I didn’t ask to try any flavor yet. My question was why she had to force me to try the flavor I didn’t ask and didn’t like. I kind of consider this as harassment a bit actually. Thus, I told her I didn’t want it and I guessed she seemed pissed and might be humiliated a bit from my refuse. I saw the menu board stating that Classic cup/ cone 30 and that lady said there were two sizes: medium and large so I confirmed with her if Classic cup was medium size and she said yes. I ordered a cone for my mom and expected the price would be 30 AED. The lady said there was only one size for cone and nothing more. I said ok because I thought she just confirmed that cone is Classic cone. She even asked me what was another flavor I wanted because the cone could be contained 2 flavors so I selected Raspberry and Mango. However, when I lined up to pay, the cashier charged me 50 AED. I was confused and asked WHY 50AED? She answered me that there was only one size for cone and it costed 50AED.

In my view, this is so scammed. You as a known gelato shop, should clarify to consumers clearly that there was only one size for cone and it costs 50 AED. Moreover, you should train your staff about how to attract customers without imposing to try their ice cream but attract by good service and manners which I consider as important qualifications of...

Recently while visiting Dubai Mall, my son wanted to have a Gelato, so we decided to try some flavors @gelatodivino. After trying a couple of flavours, he wanted to just have a Vanilla flavor (his favorite) and I asked the lady for 1 scoop of Vanilla. The sales person on the counter informed, that the 'minimum they sell is 3 scoops in a Premium cup'. They had bigger cups for more scoops though, she added.

Being a hot day, (close to 50DegC) and having a cold gelato being the only option, I had no choice but to buy my son the 3 scoop Vanilla Gelato for AED 50. Having bought ice creams from many other places across Dubai, who sell by the scoop, I was curious, so I checked the online Menu of Gelato Divino and to my surprise...they do sell 1 scoop, 2 and 3 scoops. Furthermore, the prices were considerably lower to what they were selling inside the Mall and would be understandable (possibly to pay for the high cost of operation in the mall).

It seems to be a smart marketing ploy by someone sitting at in their HO, to have the Dubai Mall Kiosk staff promote and sell 3 scoop Premium cup only.

Though from a sales perspective it's fair, from a fair trade practice questionable, but considering the health aspect, it seems unfair and dangerous to allow a small child to get 3 portion servings in one go.

As a brand, Gelato Divino needs to evaluate their sales policies and ensure that whilst it's good for them to sell 3 times more product and earn 3 times revenue, but at what cost ?? By making children eat 3 times more sugar which can have an adverse affect on their health !!

Something to look into for @dubaimall team and @ded and ensure that consumers get the option to choose and buy as per their requirements, specially when the brand offers same product and options across their other outlets in UAE.

Updated for Gelato Divino team :

Location - Dubai Mall, 2nd Floor, Near Hamleys Store (hope that will zero down on the outlet location.

It seems there are many reviews on Google mentioning the same issue I faced, so it seems that despite people commenting, the Gelato Divino management has not done...

I’ve had a terrible experience with Gelato. I am hyper allergic to all kinds of nuts, and always make sure to check with the staff if the flavour I’m trying has any nuts in it. After checking with them, I had ordered a medium cup of Double Oreo - a generic flavour with no nuts (paid AED 40 for the same) around 4 p.m on 19th September 2023. However, within 5 minutes of having a few spoons of it, I started feeling uneasy and began to experience swelling of the lips (a known symptom of nut allergies). I happened to carry my first aid medicine and took them immediately. But the reaction only slowed down, and began to worsen in the next 20 minutes. I developed severe rashes across my face, neck and chest, my body temperature rose significantly, ears turned red and i had a breathing difficulty. With no more time to delay, a friend and I rushed to the nearest clinic - Mediclinic Dubai Mall (a private medical clinic). Upon arriving, I was being treated by Dr. Vladimir Karamouchkine and was told the reaction was severe and was administered emergency care with two antihistamine injections (which did not help). They immediately administered an Epipen from their crash cart, and that’s when my allergies began to subside. Allergies are life-threatening, and irresponsible and negligent acts like these lead to severe health issues, mental trauma and a hefty medical bill (unfortunately in this case we could not wait to move to a different clinic as the symptoms worsen rapidly). My family and I have been subjected to this, along with a hefty bill of AED 1152 including consultation and medication (the clinic policy did not allow them to provide any subsidies or exceptions). We went back to the Gelato to confirm that the flavour had no nuts, and they confirmed. So it is obviously a case of negligence and unclear whether they are even aware of the seriousness of such health issues and the steps that they must take while handling allergens. I hope this incident is taken seriously and necessary steps are taken to avoid...