Rocky Mountain Chocolate Factory — Restaurant in Aurora

To start I know it was Valentine’s Day and they were busy, apparently there was a preorder system for strawberries I didn’t know about and that’s fine, although would have been nice if somebody told people in the large line if you didn’t preorder you were out of luck. My problem was the when the guy ahead of me asked, “can I just have one of those?” he was helped and given one of them. When I asked the different employee helping me for the same thing I was told everything was preorder and I can’t buy any. I don’t think I misheard, it’s a small store, I clearly heard their interaction, and heard nothing about a preorder when he was being helped, verbatim said, “can I just have one of those?”. I asked about the employee about him being able to buy his when he didn’t mention a preorder and wasn’t provided a reason.

A few months ago had a similar incident on a non holiday trying to buy some for my pregnant wife because they are her favorite. They were again out which is fine, but the person behind the counter was quite rude and dismissive about it. Counted it as a fluke but think after today I’m done trying.

EDIT: In response to the reply, while I appreciate the reply, I think the point of my review was missed. In no way was it about not getting strawberries, I acknowledged I didn't know about the preorder, my b. I just went to store after and made my own, no biggie. My issue was the guy ahead of me who also didn't mention a preorder was helped (see my previous comment). If you have the video maybe review it, because when he got to the counter they were asking what flavors he wanted, which would be odd if he had a pre order. That was my only issue, why did one customer seem to get preferential treatment? While I appreciate the effort, no explanation about strawberries required.

Also I'm a pretty introverted guy, I don't think I've ever been visibly upset in public. Perhaps you watched the wrong video, I clearly heard the employee offer the ability to place and order for pickup later, to which I said that wouldn't work. Then thought for a minute if I should get the chocolate for making it at home there or elsewhere, decided no (wife likes higher % dark), said thanks and walked out. Not sure which part of that looked angry, I never raised my voice or to my knowledge did anything to imply...

Disappointed by the way my food allergy was handled. They used the same knife to cut my apple that they use for ones with nuts. When I pointed this out and explained that I wouldn’t be able to eat it, the employee offered to cut another one, but wanted to charge me for a second apple. Ended up wasting $10 on an apple that I wasn’t even able to eat. I would expect better customer service and more awareness around food allergies.

Edit: my words were “did you cut the apple using the knife you use to cut the apples that have nuts in them?” When she said yes I said “I won’t be able to eat it then because I’m allergic” and then I asked if next time I could request that they use a clean knife. She said sure, I can actually cut you one with a clean knife right now. Implying that she was going to replace it. When she asked what kind of apple I wanted, it was obvious that she didn’t understand I wanted the apple replaced. That’s why I asked if she would be charging me for that apple, which she confirmed. Then I declined, grabbed the bag, gave it to my son and said “you’re going to have to eat this because I’m allergic”. I said it twice and she still didn’t get it! Stop making excuses! A properly trained employee would have known what to do. She had no idea how to handle that situation. It’s not on the customer to tell her how to resolve it. Train your...

I really hope others don't experience this as Rocky Mountain is normally one of my favorite stops for dessert!

I just came into this location, and there was no employee to be found. After a couple of minutes waiting for an employee to appear, I went to the counter and said hello a few times, but there was no reponse. The phone then rang, and no one answered it. Just as I was about to walk out, I heard a door close in the back. The employee came to the front, and just said hello as if I had just walked in. There was no apology for the wait or reason as to why she wasn't available when I walked in. Then to top it off they didn't have the product I wanted. She had no suggestions for other substitutes or popular products etc. I certainly wouldn't want someone to be selling my products who would just let a customer walk out the door without an apology or a suggestion for...