Coco Gelato — Restaurant in Wales

For the 3rd time I am disappointed by the hygiene of Coco Gelato. The 1st time I was with my friend, and the toilets which were not kept clean, toilet paper was everywhere, the floor was wet, she said she'd never go back there. The 2nd time my Step-Father a Culinary Caribbean Chef saw a staff member doing something very unhygienic so he said he'd never go back, and come to think of it there was also a time my other friend came with me and the crepe was rubbery she said she's not going back. I should have learned my lesson. But I believe in giving chances, but yesterday... yesterday!!!! There were x2 fruit flies in my ice-cream... TWO!!!.

I loved it here because the deserts taste divine to me, and because of the sentimental memories with my Mum who passed away a couple of months ago, so I just wanted to give it another chance.

However when I made an attempt to complain discreetly and told the manager that I could not finish my deserts because seeing that put me completely off my food, (and to be honest I didn't say this at the time but I felt like vomiting)... He treated me abominably!!! I offered to pay for the half I'd eaten but wanted the remainder refunded, he responded... "when I came in this morning there were no flies..." Respectably it was now 6:15pm! I was completely mortified! Was he actually blaming me? How did this disgusting situation become my fault? No apology, then when I challenged him, still discreetly, he shut me down and said I should send an email, to which I was happy to do. I told him the customers next to me had seen the flies and me fanning them away. He walked off, still no apology, not even a salutation, visibly annoyed. Another member of staff came over and refunded my ice-cream only £2.50 then politely asked if I wanted another waffle? But why? Why would I want to eat after what I'd just seen, flies go on all sorts and we're in a COVID19 pandemic?!?!

I'd had a rough day with clients experiencing domestic abuse, and came here to unwind, really didn't need this at all. I needed comfort and a positive HYGIENIC experience!

I would recommend the taste, but not the service. Most of the staff are miserable. But more importantly this place is NOT CLEAN and in these times we NEED hygiene!

Very disappointing.

MY RESPONSE TO OWNER! Thank you for your response.

I am sorry that rather than admit on this occasion an error was made, you feel the need to be personal and not professional.

Reason for returning “I loved it here because the deserts taste divine to me, and because of the sentimental memories with my Mum who passed away a couple of months ago, so I just wanted to give it another chance.”

As stated previously I wanted to give you another chance there had been gaps between the times I’d visited and I’d seen positive reviews so thought things must be better.

Me wanting something for “free” Really so I offered to pay for the half I’d eaten because I wanted something for free? Don’t you know that most females enjoy shopping 🛍 when they are having a rough day because it cheers them up, why would I want a bad experience to happen so that I can write a poor review and have a free desert? No thank you I wanted comfort.

3 Large Deserts This is not accurate but if it makes you feel better to try to insinuate that I am to blame rather than fix the issue more power to you. Denial will not change the facts. There were flies, the toilets were not clean, some of your staff were not happy, the desert my friend ate on that day was rubbery.

No one is perfect, human errors happen and can be rectified, but the 1st step is admitting the mistake in order to do better next time. Your response is personal and not professional, just do better please this is not the time for anyone to be slipping when it comes to hygiene or being kind...

I recently visited Coco Gelato for dessert and overall had a great experience, though there were a couple of moments that stood out in a not-so-great way. I ordered the peanut butter waffle paired with bounty ice cream, an indulgent combination that turned out to be absolutely delicious. The waffle was freshly made, warm, and had a lovely crispness to it, while the peanut butter sauce and coconut chocolate flavor of the ice cream complemented each other perfectly. It was rich, satisfying, and definitely hit the spot.

I did ask for extra white chocolate sauce on my waffle, and that’s where things got a little awkward. The woman behind the counter told me she had to check with her boss for a price, which is totally understandable. However, what felt a bit uncomfortable was that the boss seemed to feel the need to look at me before deciding how much to charge. It gave off the impression that she was making a judgment based on appearance or something subjective, which felt off-putting and unprofessional. Eventually, I was told it would be £1.50 for the extra sauce, which I was happy to pay, but the whole interaction could’ve been handled in a more neutral, consistent way.

Aside from that, there were lots of positives. The place was clean and welcoming, and I really appreciated the fact they offered free water refills with cups readily available. It’s a small thing, but it shows thoughtfulness towards customers. The atmosphere was fun and relaxed, with early 2000s hit music playing, which gave the whole experience a nice nostalgic vibe.

All in all, the dessert itself was excellent, and most aspects of the visit were enjoyable. I’d definitely return, though I’d hope for a more consistent and respectful approach to customer interactions in the future. With just a little more polish on the service side, this place could easily be a...

We decided to come here on a whim to get a sorbet smoothie and they couldn’t even get that right. We ordered a tropical and strawberry sorbet smoothie which we then received a chocolate and strawberry smoothie. We walked out with it despite the chocolate colouring to give them the benefit of the doubt as we both work in hospitality and know how customers can get when their order is wrong and didn’t want to kick up a fuss. We tried the wrong order and decided we were not happy with it and headed straight back in as we did not want to pay money for something that we didn’t even order and were not happy with. The man there was understanding of the miscommunication and was happy to make us the right order but then a lady came out and was rude and aggressive ( seems like a recurring theme looking at the other reviews) the women taking our order was sure we said chocolate even though no one mentioned the word chocolate at all and the lady who came out to speak to us spoke to us like we were children and that we should have bought the shake back straight away when we noticed it was wrong and was blaming us for their mistake and mishearing. There also seems to be a recurring theme of orders being taken wrong by the till cashier ( I suggest that the till cashier repeats the orders back to the customer to ensure that the order it correct, rather than getting lots of complaints. The way we were spoke to was horrible and people like this should not be working in customer service and hospitality. We did finally get the correct order after being blamed. I suggest going to kaspas down the road rather than here as their staff are actually respectful of their customers and their desserts and shakes are...