Lotties — Restaurant in West Suffolk

I had a sad and disappointing experience at this dessert spot. I enjoyed it so much that I recommended it to a friend who was visiting. I took her there, excited for her to try the gelato. We both chose the same flavor, and while my scoop tasted fresh, hers had a slightly old taste and some freezer burn. I politely asked if she could get a fresh scoop. The worker seemed frustrated and annoyed by my request, insisting that the gelato was made the day before and was fresh.

I explained that my scoop tasted different because I had mine from the front of the tray while my friends was from the back/ the bit that was stuck to the tray. (We saw the worker continuously scrape the tray, like if she was trying to save the bit of gelato there was left) This issue could have been easily resolved with a simple apology and a fresh scoop. The owner then asked what the problem was, and I reiterated my concerns. She insisted that the gelato was fresh and made that day, which was amusing given the inconsistency in the workers' response. At one point, she even asked if I knew the difference between gelato and ice cream.

By that time, I was fed up. As a business owner myself, I would never treat a customer this way. I told her I didn’t want to argue and that we were simply asking for a new scoop. She responded by saying that my friend was wrong about the taste and that the gelato was indeed fresh. How are you going to tell someone that what they’re tasting is wrong? From reading the other reviews, The owner has issues with taking any sort responsibility and that simply is bad business.

Before all this unfolded, I had already paid for a separate order of a churro but feeling so upset, I decided to walk away without it. I just didn’t want to stay there any longer. The owner’s argumentative attitude was truly disheartening, especially since I had previously enjoyed this place. I won't be returning, nor will I recommend it to others.

Edit: The owner's response suggests that she was accommodating and non-argumentative, but that wasn't our experience. We arrived at the shop before closing time; it was 5 PM, and Google indicated that the shop closed at 5:30 PM. If that’s not the case then update the hours.

I explained myself very well, the owner’s instant reaction was to become argumentative and defensive. Maybe the owner should listen to her customers before reacting or responding and if she still doesn’t understand the issue..ask specific questions to HELP understand.

Additionally, I was overcharged for a churro that I never received. Regardless of how this owner tries to justify her actions, it's clear that she mishandled the situation and still has issues taking responsibility for her actions by blaming me for not communicating my...

Genuinely, the worst service I have ever experienced. I almost feel guilty taking my family to this place as I saw their lovely looking ice cream and waffles on Instagram and thought we HAD to try it. When ordering, I asked for a nutty bubble waffle and my dad asked for the ice cream that was on the sign outside as it looked amazing. I was shocked that the cost came to £14 and realised quickly that they'd mistaken the request for a second bubble waffle, so apologised and asked to change the order. I think the server got flustered, for which we were very polite about and I kept reassuring her it's no trouble. The server said she thinks we're talking about the ferrero tocher ice cream, to which we said 'whichever ice cream is on the picture on the board outside, that's what we'd like as it looks very yummy'. Then who I assume was the manager came over. She was instantly defensive, argumentative, but we said we'll happily wait for our items outside. She then followed us outside to say they got confused by which picture we were referring to (there was only one picture on the board facing the public, the other faced the staff) and was even rude - sarcastically telling my dad who has poor eyesight "That's obviously strawberry. And that's obviously caramel". We were genuinely shocked at how nasty this woman was and when we came in, asking to just refund and leave the items, she continued to hurl abuse, calling us stupid and saying "You customers just walk in here and expect to get whatever you want!" I'm still reeling at how confrontational this woman was completely from the get go. No apology for their part in the mistake like we tried to do, but straight away calling us stupid! I'm sure the food is lovely and perhaps she was having a bad day, but I can honestly say I've never experienced such an angry response over something as simple as a mixed up order. She refused to back down and her temper kept increasing, no matter how much I tried to calm her down. I could see my dad was rising to her nasty words so we calmly left after a refund that I had to tell her the price of and a "Get out" from her. We're still reeling from the experience. I hope it was sincerely just a bad day for this individual but it goes to show, never trust a company by an...

We had a recommendation to go here and it had to be the worst recommendation we've ever had! The service waps terrible. We waited around 15/20 minutes to get served, with a table who came in after us getting served first, then waited around 30 minutes to get our food, after seeing two tables who ordered after us get their food first. We only got ours because we went and asked for it. They started making our drinks as soon as we'd alerted them to the fact we were still waiting. The lady who appeared to be the manager gave us some excuse about some orders taking longer than others, but we ordered waffles and a table who ordered after us got their waffles first. Same food. When we eventually got our food and drinks the alarm started going off. It was so ear piercing that we had to cover both ears. Meanwhile our waffles were going cold. We waited for the alarm to go off but instead the manager (?) said they had no control of the alarm system and it was linked to other shops and flats above. They eventually pinpointed it to flat 5 but still couldn't turn it off. An absolutely ridiculous scenario! They couldn't tell us when the alarm could be turned off, so we left not having touched our food/drinks. On leaving, the manager gave us the same excuse about our wait for the food and I told her to own up when a mistake has been made. We'd have preferred that to excuses. We understand mistakes are made and if we had been told the truth we would have been more reasonable, but why try to cover it up and get your customers backs up? You're not fooling anyone. We're not from the area so won't be going back but wouldn't anyway after such an apauling experience...