Amorino Gelato - London Queensway — Restaurant in London

First time to Queensway and the first time to Amorino - Sat Jan 20th 2024. This was something to behold. Howver an uncomfortable scene for all..

Only wanted a couple of coffees but on entering realised the girl left to serve on her own had already lost control of proceedings. Fixated on the orders screen and trying to make up orders, no eye contact, no apology to anyone as people got irate. One lady in particular seeking assistance with the on screen ordering was ignored. Granted a tricky customer but ignoring her and ploughing on regardless not the best course of action.

The girl serving did have a partner in crime who for some reason decided to keep himself hidden in the side cupboard out of sight leaving her to it (impressed no one!). No communication between the two, as orders came in....wouldnt mind but it wasnt crowded.

Customers including us looked on bewildered as the staff operated in a vacuum to what was happening. It's as if two members of the public had suddenly been dragged in off the street and told away you go...though in fairness joe public would have made a better stab of it.

We eventually got our coffees after 25 mins, though with no eye contact, conversation or engagement.

Then to top it all a poster in the window as we left from Amorino seeking shop assistants. Installing bodies in the shop is all very well but if they have no training in customer service, organisation or personality, the client experience leaves alot to be desired.

Finally, though not a crime having upfront order screens, an odd location around the seats where people are drinking / eating and socialising. But to focus on it at the expense of all else?.... the preoccupation by the staff with what the computer was saying, oblivious of what was going on around them was very bizarre. For a chain I would like to think was aimed at the higher end of the market (fast food this isnt!!), they could learn a thing or two from McDonalds in terms of timeliness of delivery and...

Indoor space is really dirty with food on the floor, seats and sticky tables.

Walked in and waited 5-10 minutes to be served despite standing at the front of the queue and 3 staff members chatting behind the counter. One was at the till dealing with a customer who although I found to be talking very good English, the male staff member couldn't seem to understand. Was really weird and uncomfortable as the customer began getting frustrated asking him to just forget it. Queue was almost out the door and the two female staff members we're making faces and seemingly mocking the woman because she was being difficult apparently.

One of the two staff turned to me and the moment I went to place my order, she turned back around. Then the other a few minutes later asked if I had been served, I said no and she turned around continuing to chat. Insanely bizarre. There was a group of us and no one quite understood what was going on.

Eventually I got served at the till, no friendly customer service and after scooping my ice cream, she placed it on the counter down the other end, in the middle of the queue which I couldn't access due to the large number of people and rope blocking in the queue.

Another customer joked "sooo... am I suppose to throw it down to him?!". Staff member said that every one was queuing from the wrong side despite there being no signs. And cant say I've ever been to an ice cream place where you don't see the ice cream first before ordering.

Ice cream was okay but the visit was ruined just purely down to the bad service. Won't be back or recommending it. Crazy that some businesses don't seem to like making money, wild.

For £4 a scoop, you'd expect better than average ice cream and...

I came today to get my Gelato in Queensway branch at almost 11:00 P.M. I did my order and i paid by card , i waited for my order for so long but i was patient since it was busy. People who order after us was done with their Gelato but my order was not ready although it was a small Gelato. The guy who should serve us name Inas i guess . A long blond guy. I think he is the manger , sadly. I tried to talk to him but he was ignoring me in very strange way. He was literally speaking to every customer but me . I even raised my hand , tried to raise my vioce so he can listen but he was intentionally ignoring me . I talked to his other staff and even the other staff told him, but kept ignoring me!!!! Untile it was clear for me that it was intentional. Even When he finished every one. The line was done but acting that i am not exest which was clearly racist behaviour Untile i got really mad and i ask him why you are taking so long and he looked at me and said “WAIT FOR YOUR ORDER” They he acted strongly after that and said you did not order when i literally having my receipt I told him that all people are getting their order except me and he starting saying “ do not argue or i will not take your order !!!!!!” I kept arguing and said i will not service you and he refused to service you And i asked for refund and he said you will get your money back and i did not get anytime until now !!!!!!

I would be really disappointed if the company doesn’t do anything about that He was a clearly rude, racist behavior

This guy can not deal with customers and the company should do something about that

I would never come to this branch or the chain anywhere . I was a regular customer but i...