Gelateria 3Bis Borough Market — Restaurant in London

*Note: complaint written to company, however after 3 weeks, still no response/follow up investigation despite reading my messages!

I’m really disappointed with the service I received on my birthday from the London Borough Market branch.

I chose the 2 Scoop Chocoshot as this was highly recommended by the staff member and she said it was a big portion. However whilst the lady made other customers orders nicely, she was struggling to make full scoops of gelato with my order (understandably, as it was quite runny).The lady then finished off by using the blow torch to melt the marshmallow. Prior to handing this me, the marshmallow set fully alight in a large flame. The lady had then removed the burnt marshmallow and her second colleague repeated the process, this time without burning it.

However, by the point it was handed to me, the ice cream was already rapidly melting and I could see down through to the bottom of the cone that evidently, I was cut short from full scoops.

I kindly asked if this could be rectified by adding more scoop as I felt a bit disappointed that it’s not been made to the best standard, especially in comparison to other customers.

The second lady was very defensive about the product and immediately said she cannot add more and became passive aggressive. She snatched the ice cream and said she’ll re-do it. She harshly scooped the ice cream into the cone and mumbled some words whilst doing this, so I had asked her “did I annoy you or make you angry, because that’s not the intention - I am just explaining I am not happy with the ice cream, it’s my first experience”. She again became very defensive and said her manager would not allow this, and that the scoop she is giving is not normal and she will not do it again if we come back.

As I didn’t want my birthday to be ruined further, I left after the ice cream was made and wished her a good...

Good ice-cream but the service was terrible. The staff serving this afternoon was blatantly rude and what should have been an enjoyment with 7 work colleagues turned out to be a terrible experience. The lady serving me refused to give me chocolate sauce, didn’t want to call the manager and ended up shoving the ice-cream into my hand. My hand was covered with ice-cream. This is the first time in my life that I got so upset with service that my hands were shaking. Disgraceful Service!

Dear 3Bis Owner,

Thank you for your reply on 28/07/2019. I am really sorry I can’t address this message to you in person as you are nameless and face less.

I do not condone my behaviour, and like you I also apologise for my behaviour. I didn’t think it was aggressive and my reaction was not about the chocolate sauce but the person’s behaviour. The last action that caused me to react was when the ice-cream was put on the counter and it was slammed into my hand, my hand was covered with ice-cream.

I have behaved out of frustration and this is not my normal pattern behaviour. I HAVE asked to speak to the manager three times and were told I can’t. The lady just kept on answering me back in a very rude manner and refused to call a manager.

I have taken groups of people to your shop on several occasions just as I had on that particular day. The people that you see responding behind me are my work colleagues and they were just as shocked as I was about the service on the day.

It is a shame that your response isn’t one that would have wanted to resolve the situation. I would like to invite for a coffee in a neutral place and discuss this incident. Maybe we can both learn something from...

I walked into Gelato Heaven and immediately heard angels singing. Either that or I was just really excited. This time I went with the Nutella gelato, and let me tell you, it was like tasting happiness itself. Imagine if Ferrero Rocher and a unicorn had a love child—that's this Nutella gelato. Rich, creamy, and decadently chocolaty, it felt like my taste buds were throwing a party.🥳

Of course I had to go for 2 flavours as always and I had also mascarpone with figs. Oh. My. Gelato. The mascarpone was so smooth and velvety, it could have been mistaken for the elixir of the gods. And the figs? They were like little jewels of flavor, bursting with sweetness and a hint of sophistication. Together, it was like a perfect harmony of creamy and fruity goodness.

⭐️Five stars? More like five million. ⭐️

The staff were like gelato wizards, whipping up concoctions that could make a grown man cry tears of joy.🥺

🍦This is not my first time coming here, I have tried loads of flavours,I had before the pistachio gelato and I'm convinced they have a direct supply from a mystical pistachio orchard. The chocolate gelato? It's so rich it should come with a trust fund and a yacht. My taste buds did the cha-cha while I indulged in the strawberry sorbet, and the mango flavor was like a tropical vacation in a cup—minus the sunburn.🌞

In short, if you haven't been to this Gelato place, your taste buds are missing out on their life's calling. Five stars aren’t enough. This place deserves a constellation. 🚀✨

Always happy to come back to...