Rolled Ice Cream — Restaurant in Alafaya

Full disclosure: I have already left a review for this establishment before and I am using an alternate account to leave an additional review. This is the first time I have ever done this for any establishment (contrary to this owner’s claims) and I am doing this simply because I know that Google will not alert an owner when a review is edited and I especially want this owner to read my thoughts.

I also want to make it clear that this is not a review of a visit but a review of the owner’s response

First, the owner asks “If the ice cream was not up to your standards, why didn’t you come to the counter and let us know?”

I have noticed that this is a common response this owner has when someone leaves a bad review. I would like them to realize that there are many reasons why this may happen. Maybe the person wants to think about the words they will say. Maybe the store was busy and they didn’t want to make a scene. Maybe the person behind the counter is a 17 year old kid who doesn’t have a say in the quality of the ice cream, can’t fix the situation, and the customer knows that and decides to leave a review instead. Maybe the customer doesn’t like confrontation.

I want the owner to understand one thing: the reason “why” does not matter. The customer can choose to complain in any form they wish and - if Google has an option - it’s perfectly acceptable to utilize that option without doing anything else. That’s how a free market works. This isn’t the “gotcha” the owner thinks it is.

The owner then goes on to list everything I ordered with the intention of the reader not being misled, insinuating that I am being dishonest. I want to make it very clear that I find it offensive that the owner seems to be trying to make me out as some kind of liar. I also want to make it very clear that the price was not my biggest gripe - it was the product that I received for said price. I could care less if an ice cream shop uses artificial flavors and keeps a bucket of ice cream in a freezer for a month just to scoop it out and serve it to me. If it tastes good, I will gladly pay for it - 70, 80, 90 dollars.

The owner then goes on to say “why would anyone choose to leave two reviews from the same visit that was totally untrue to spitefully try to destroy or make a place look bad.” In doing so, he gets two things wrong. For starters, I do not want to “destroy” the business. I wish them well. But he also states that I left two reviews. I did not. The other review was from my wife. Anyone can see that there are two names. This leads me to believe that either he was negligent and did not realize that the names were different or he did realize that the names were different and baselessly tried to claim that I was acting in bad faith. This insinuation again implies I am being dishonest.

Again, I find that offensive.

In conclusion, I really hope this owner takes this review to heart. The kind of replies they leave come off smug and arrogant. If the visit did not confirm for me to never come back to this establishment, the response to...

Dear Owner, as a multiple franchise owner myself, I feel compelled to notify you of the terrible service experience we had this evening on Aug 8th at 9:31 pm. We’ve met before , you’re from the northeast and we always visit your eatery when we are in town to vist our girls. I hope your cameras are working so be able to confirm what I’m describing. The place looked closed before we entered your shop. Most tables had chairs on top of the them. A young lady with black straight hair and glasses was basically forcing people to stand by placing chairs on top of the tables to prevent people from sitting or staying in the store. If you look at the camera, you’ll see my wife headed to a table that had just vacated and this young lady she rushed ahead to put the chairs on top of the table where my wife was going to sit. I’ve never seen anything so flagrant , as the store closing hours indicate 10pm not 9:30 or earlier. This young lady is making you lose revenue by doing this. I just thought you’d want to know that she is closing shop way before closing hours. At the end we had to eat $34 worth of ice cream outside as we walked to our cars.

Updated: thanks for clarifying your 9:30 closing policy, however never I have seen someone try to rush to beat a paying customer to the table and just start turning over chairs, basically blocking you while actively starting to sit. I would personally would have let the customer sit and finish. All other tables were closed except 1. At our stores we open at 8 and 8:30 respectively for both stores we close at 6:30 sharp. If customers are in the store after 6:30. We lock our doors while patrons finish their business we let them out and close the door behind them all while the other employees continue their closing procedures. My grip is the way that young lady ran to race my wife to the table and just block her from sitting, that should not be condoned. I’ve updated the rating but service was unacceptable, I was with 5 people And they all were surprised at...

Customer service was great, what was horrible was the caramel rolled ice cream I got. I ended up getting food poisoning. I'm pregnant, the reaction was so bad that I was admitted to the hospital. Please check the dates of your dairy products that you used for the rolled ice cream. I did not enjoy the ice cream, the ice cream was hard, I've had rolled ice cream before and it was not as hard like this place. The price of ice cream is very high too, due to this experience I won't be coming back.

Follow up review:

Wow ,the way you responded to this review is so unprofessional, it says a lot about you, I know for a fact that I got sick after eating this ice cream, I started feeling sick 30 mins later after consuming it, I was the only one in my family that had the rolled ice cream, my son and husband just had a regular scoop of ice cream, and they were fine. As far as the rolled ice cream, I was it was mainly talking about the hard texture of the ice cream, plus the ice cream was covered in caramel syrup that could have altered the taste of the ice cream being bad. Your ice cream is over priced, I've visited a lot of ice cream shops that offer more for the price, so please don't even go there. I was admitted to the hospital the very next day to this bad ice cream, I'm pregnant so this really affected me. I don't go to restaurants to find something wrong and write a review, I go to have a great time with my toddler and my husband. I can tell how rude you are by the way you respond to negative reviews that have been left about your shop, I'm not the only one who had left a bad review about...