Amorino Gelato - London Richmond — Restaurant in London

Avoid! Went in, only one guy was serving, I wait for 5 minutes in the line only to be told after that I must order the ice cream from the self serving kiosk not from him! I go to the kiosk, I try to order a cone with 2 scoops. I wanted pistachio and coconut which I saw they have. He tells me oh that’s not available as a combination. I must pay extra price if I want pistachio….oh and guess what: if you pay the premium price and order pistachio you can only order 2-3 more flavours that does NOT include coconut or other basic flavours! By this point I had enough and left. They make it SO F PAINFUL to order a simple ice cream! I don’t know who owns this shop and who came up with this ridiculous concept but I don’t think I’ve ever been to a shop in my life where they make it a pain for customers to depart with their money! You’re shop you sell to customers….make it easy for customers to give their money to you don’t make it a f pain!!!! I have never in my life been to a gelato shop where I need to go to a self serving kiosk to place my order. And where they charge extra for different flavours AND once you pay extra you can only have the premium flavours!!! It’s a very strange concept. An ice cream shop needs to be simple….you go in you talk to a human being say I want to have pistachio and coconut and boom you have it!!! No ridiculous kiosk, no difference in price between flavours, no ridiculous combos that mean you can’t have the combo you want! They made it ultra complicated. In today’s day and age people have no time to put up with this s…! Bad concept of a store! Stay away! Go somewhere else that understands that ordering ice cream should be simple not complicated. I guarantee you they won’t be there for long because they don’t understand customer service. Buying ice cream needs to be a simple experience…not here unfortunately! I don’t write reviews often but when I get triggered by stupidity I feel...

This used to be one of my favourite ice cream places until a month and ago when I put a rather expensive order through Uber just to have delivered wrong flavours and less items that I paid for.Mistakes happens so decided to call the store and was told that I am talking to the manager of the branch and was the worse customer service you could think of to inform them of what happened as was a 35 pounds order.Very unapologetic and patronising using the :'aww I know' but not even trying to sort out the situation, arguing with me saying I only bought one chocolate cone when I actually got two and i could see on my receipt, he told me a few times that I only got one.Then I was told that next time ,to make sure I write the actual flavours of the ice creams I want in the note even tho I chose the flavour I wanted but :'just so when the boys see your order, they don't get confused'Because I ordered a vanilla macaroon, their staff got confused and gave me vanilla ice-cream instead of salted butter one I wanted.Hahaha,WHAAAT????.My husband and I were literally out of words.Whats even worse, the one flavour they got right, was absolutely full of ice crystals and not the old creamy one we used to love so much from this place.I was told I will be refunded for their mistake but I was refunded for 6 pounds, which wasn't for my missing cone or even their mistake! What a weird way to deal with clients, honestly I didn't expect this low level of even trying to make it right.As I live a bit away from Richmond,we used to order a few times from here and the last time was just such a bad and awful experience that I cannot give any of hard earned money to this place.There are too many places that you can get amazing ice-cream,one called Venchi just opposite them.I don't think this branch is a true representation fo what a real Amorino store should be like.We will never return...

I’m going to go on a bit of a rant here but it annoyed me so much I have to say it. This place was a complete let down. A desert place like this is supposed to feel welcoming and warm and it was anything but. Service from your staff was absolutely appalling. There was no warm welcome, not interaction of any sort whilst ordering on those horrible machines which in a dessert place is not needed. This isn’t a Mc Donald’s. There should be interaction between worker and customer to further the welcome and warmness of the place. When our order is ready they don’t walk 3 paces to the table we are sitting at, rather we have to get up and get it ourself. Aren’t we dining in? The waffle is served on cardboard with wooden cutlery? What happened to a normal plate and metal cutlery? On top of all this at which point I already made up my mind of never stepping into this place again, the presentation was appalling, sloppy and without any care in the world. The table was not wiped and the floor was filthy, I had to tell them to please wipe the table. Lastly the music was not appropriate to the setting and decor, it was loud and did not create a calming atmosphere rather the opposite. This place has potential, but it is extremely let down by the terrible service and workers who pay no attention to the customers, the cleanliness of the cafe, and the standard and presentation of dessert they give their customers. They lack basic hospitality skills of making their customers feel welcome and pay no attention to maintaining a clean environment. Good service is mandatory in any restaurant and cafe, without it you will definitely loose customers and you have lost me as a...