Pan-n-Ice Westfield White City — Restaurant in London

Today, 29th of December. I went specifically to WestField to get this kind of an ice cream. This was on special request of my daughter, who had her birthday and wanted me to take her and her friends, drive all the way to the mall. I went to the counter and specifically asked the guy at the counter (young Indian guy I believe by the name Piyush). I asked him very nicely at 7:50 pm that what time do you close? He said 9:30 pm. I got the confirmation and took the birthday invitee's to the food court to get birthday dinner. We came back at 9 pm and the same guy told me they are closed. I was super shocked as he told me otherwise earlier. Then there was another Indian lady apparently the manager, who literally was full of attitude and rudeness, I requested her and she agreed to serve us with a condition only few. Then my kids started making a selection. Now, level of rudeness started to increase to the point that we felt like beggars, begging for free food. Kept on escalating to the point where she started almost yelling at my kids and my kids started to feel uncomfortable and bullied. I asked her to be nice to us but her level of rudeness kept on increasing. I looked at my kids and felt they were uncomfortable with this lady and wanted to leave. I will tolerate anything but verbal harassment towards my kids. I have taught my kids to be kind but I have also taught them to stand up for themselves when required. This lady clearly does not like her job and seem to take frustration on the customers. Everyone was witnessing her behaviour. Towards the end I told her that’s fine, please cancel our order, we don’t want to give you the business. Then came the Bollywood hero Mr Piyush (misleader) or whatever his name was. To the owner, if you wish to locate him he wears a face mask, skinny and was stationed towards the end of the stall towards the food court. So, this guy suddenly says that’s fine you don’t want to buy don’t buy. He had the audacity to keep up with what he has done to us today without an apology. To the owner, please step up your game. You have 4.5 ratings which is amazing losing one customer would not make any difference to your business but if you have people like these in your team, trust me tiny drops can make a sea. Never again. Extremely disappointed by the way we were treated today. Horrible and pathetic words...

Charged us twice and kept making excuse to not refund us. Wouldn’t even give a start if I had the option to not give any.

A few months back, my sis and I went to try it out and see what’s the hype. She paid and got a notification saying it’s charged BUT the staff said on their card machine it didn’t say payment complete and insisted we pay again even when we showed them our bank payment record. Ensured that if we really got charged twice we could email their info email address to get our refund. So we did when we realized they actually charged us twice. A bit of back and forth between us and their team over email saying we have to go in to their store to get the refund otherwise they can give us a voucher. We explained that it’s inconvenient for us to go in again so it won’t be anytime soon and we don’t want the voucher cause why? It’s not like we had any issue with the product and they give us voucher for compensation, NO, it’s them charging us twice. We asked if they could bank transfer whatever they said no we need to go in.

So I went in this week. I know it’s been a few months already but like I said it’s inconvenient for us to go in. They said can’t be done blah blah blah and again offered us ice cream/vouchers. Not to mention, there were three other staffs there aside from the staff that was talking to us, three of them were at the back laughing at the situation, mocking us for coming in for a refund when this whole situation is their fault. Extremely uncomfortable experience. A theft even.

In the end we got nothing but being mocked at. They offered ice cream/voucher but we never liked their ice cream so why would I...

Ali was super helpful and very understanding. He was nice, and had an overall brilliant attitude towards customers. There was another lady with him who appears to be of south asian descent who was the complete opposite! she was rude to customers who weren’t very good with english, telling them to “speak up!” and glare. she told us that she had no cold water, but the revealed a mini fridge that only had 2 bottles of water. she claimed it was too small to fit more than 2 bottles of water and it was strictly for employees. from what i saw, the mini fridge is more than capable of holding more than 2 water bottles! she was being very impolite the whole time i was waiting in the queue and didn’t have a shred of respect for anyone around her. I wish she could learn a lesson or two from Ali. Overall, I will not be going there again because her attitude genuinely disgusted me. I hope you find a solution for this fast! not sure if you offer your employees how to be respectful classes, but you should! Once again, I can only praise Ali for being so kind with us and he even apologised for his coworkers behaviour, saying that there’s unfortunately nothing he can do because she’s in charge. More people should be like this...