Handel's Homemade Ice Cream — Restaurant in Arlington

I never leave reviews, but this situation was absurd.

I purchased an ice cream that was already leaning when handed to me, after waiting in another line, I kindly requested a remake or refund. I was told that I'd have to pay 30 cents for a cup to put the then melted ice cream in. The manager came and offered me a free cup, which I appreciated and took, but at this point the ice cream was already melted to the point where the cup overflowed. Unhappy, and for a final time, I asked for a refund in which the manager proceeded to argue with me insisting that I waited too long which was my own fault and not theirs. Disregarding the fact I waited in line out of respect to the other customers. I understood that this was a small issue and didn't mind a few minute wait. This could have been fixed the first time around with a simple refund (or remake).

We were able to explain what happened, and come to an agreement in which I received a free voucher for next time. But I'm very sure there won't be a next time. I followed Handel's on Instagram, but I left feeling unheard. Instead of reacting this way to your customer, you should be eager to fix the problem for them.

Attached photos to show when I purchased the ice cream, then photos of my purchase immediately after it was handed to me. This was not written to bash the employee, who was kind and did his job, but...

Tasty ice cream options, they definitely don’t skimp so I’d recommend the small size. The staff was kind and the place was clean. Weird that there’s no trash can outside and the seating options in general are sparse. Also, I will always take a star off for establishments that ask for a tip prior to customers receiving their food or being served in general. This makes me think the owner is not paying their staff a competitive wage and is hoping that customers will offset this by pressuring them to tip (which might not be the case, but what else would it be?). If you use the argument that “customers have asked for a way to show appreciation to the staff and that you’re trying to make that as accessible as possible,” I just don’t believe that claim. If you wanted customers to be able to show appreciation to the staff, have a QR code available AFTER customers have gotten their ice cream and allow us to choose how to give and who to give it to. There are several options available to businesses to do this. Right now, your tip option feels like a holdover from covid. I probably would give this business 5 stars if it wasn’t for that fact.

Be part of a positive tip culture, not a toxic...

I went to the Grand Opening today at the Arlington location on Little Rd. Over 100 people waiting in line for them to open. The employees were very friendly and accommodating. The ice cream is made fresh daily and was absolutely delicious. There is plenty of parking in the shopping center. I believe they also had a restroom for customers. The service was very fast and everyone working seemed to handle the crowd very well. I ordered the 4 scoop sampler with Blue Monster, Blueberry cobbler, French Silk & Chocolate Chunk. They were all incredible! They definitely do not skimp on the ingrdients or items that are in each flavor of ice cream. Each scoop I ordered was full of the delicious items they add in each flavor. There were tons of flavors, and you can also order by the pint. They had sundaes, shakes, malts, and even Handles ice cream pops, which looked like cake pops, but ice cream with a layer of chocolate on the outside of them. They also had something you can order for your dogs, too! Everything was priced very reasonably. I will definitely be a regular at Handel's now! Thank you to the store manager for being prepared and having the grand opening...