Frozen Rolls Creamery — Restaurant in Austin

Thinking of getting a late night snack? I suggest you don't go here because they run out of materials and don't know how to refund. Tonight me(18F), my roommate(22F), and my friend(18F, today was her birthday) decided we wanted to end her birthday with a fun dessert. We found this place on google maps and decided to go because we've never had rolled ice cream before. It was a 30 minute walk and my friends were reluctant to walk that far, but I convinced them it would be worth it. Boy, was I wrong. After walking 30 minute we ordered our ice cream (not to mention my friend also tipped them), and then waited about 20 minutes for my roommates ice cream. Then me and my friend waited another 10 minutes until we were told they ran out of spoons. They gave us two options, a refund or take the ice cream without a spoon. Obviously we couldn't take the ice cream without a spoon because by the time we would've gotten home it would've been melted. So I kindly asked for the refund. The young lady working there didn't know how to refund and after trying twice, she tried to see if she could refund me in cash and it seemed to me that there wasn't enough cash. So then I was told that the owner would refund me from his phone and was given his phone number to text if there were any issues with the refund. After being let down by not getting our ice cream, dealing with this refund issue was a pain and made me even more frustrated. Although I did eventually get my refund, I left disappointed, unsatisfied, and hungry. We ended up walking 30 minutes back home and wasted almost 2 hours of our night and not to mention my friend's birthday was completely ruined and she left in tears. I would like to mention that the workers there were very kind and friendly, but I think the way this situation was handled horribly and could've been avoided. We weren't even offered a compensation for the inconvenience and the time that was wasted. At least a free ice cream or cookie would've been nice, especially after my friend had already tipped the worker and then ended up getting no service. I am just very unhappy with this situation and won't be going back...

Last night, we were searching for a late-night snack, and my husband suggested we go to this place. I DO NOT recommend this place! While we were checking the menu, these two guys were talking in a foreign language I saw them point to me and my baby who I was carrying in my arms. Is there something you would like to say? However, I told my husband that I wanted a "Chocoholic" dairy-free and my daughter and I went to the side where they make the rolls. One of the men comes and asks me, kind of loud, if I have any allergies and I answer him, "No, I have an intolerance" he proceeds to say in an annoyed voice, "You know, I have to clean everything to make your ice cream". I didn't say anything because I didn't understand what he was insinuating. Then, he asked one more time "Do you want chocolate chips?" and my answer was "Yes, please". He began to speak under his breath in a kind of rude way with the other man that was there and I heard the other man saying "Niet chocolate chips" The man who speaks English disrespectfully told me and tried to make me feel dumb " Are you sure? Do you want chocolate chips? Because you know, Chocolate has milk" At this point, I left the place because I felt like they didn't want to prepare my ice cream with the behaviour he was displaying towards us. This also confused me because the Frozen Rolls Creamery offers dairy-free products. I would expect that they have chocolate chips dairy-free considering they advertise dairy-free options or if they do not have dairy-free chocolate chips, you can provide another option. And, about his statement "You know, I have to clean everything to make your ice cream" I'm speechless because I do not know what the procedures the staff might follow to not have cross-contamination. We just wanted to eat an ice cream. We pay, we tip. Therefore, we deserve respect and...

*in response to your response below: I appreciate your response. There were 6 of us and we did order 6 ice creams. We did not receive a receipt and the order was not read back to us but we did pay $41 so we did not question whether we were short one. When I went to your employee to let her know we had not received the last one she said she'd accidentally given it to another customer. It was never questioned whether we'd purchased 6. So that being said, yes, it took over 20 minutes. Also sorry about the $1 difference regarding the water but my point is, if I'm paying 40+ for ice cream, it would be nice to have cups with a water fountain at the very least. I don't think I should have to pay another $20 for water when I've just spent so much on ice cream. Also, while your employees were polite, my point about them not being helpful is this..you have a unique product. Most people coming in for the first time do not know how it's made or how to order. It would be helpful if they asked if you'd been there before and if not, provide an explanation of how the ice cream is made and how the menu works instead of us asking questions and not really getting clear answers.

Thanks again for your response.

The ice cream itself is really good. The staff, not so much. It was our first time and when we asked questions about the menu we were given vague answers. The 2 people who were "helping" us were not helpful at all. Other minor complaints- there should be kid sizes and there should be water available without having to purchase a 4 dollar bottle of water. Lastly, it took over 20 minutes to get our order because they kept putting smaller orders in front of ours, making and sending ours out one at a time. Despite the yummy ice cream, probably will...