Jeni's Splendid Ice Creams — Restaurant in Austin

My experience started out not so good. I'm currently sorting through some medical issues and learning what I can eat so I figured ice cream would be easy to navigate. We picked Jeni's ahead of time knowing that they had gluten free options after viewing online. What we didn't know was that the ice cream is served with a chunk or two of delicious waffle cone.

My turn comes, and I order. I ended up having one of the most disheartening experiences with the employee that checked me out. They got frustrated when I apologized and said I didn't realize it was served with the waffle cone. They then asked if I'm allergic. This is where I stumbled, because I don't actually know yet. I'm going through tests to find out, but that's all the way back in Oregon. After a brief hesitation, i start to stumble. Then the employee says "Just say yes or no." They were firm and condescending, already disposing of the first cup, rescooping my ice cream while I mumbled, staring at the counter trying to find words.

"Is that all?" "Yes."

I went to sit with my family, but shortly got up and moved to sit outside as I couldn't control the tears falling. I was still crying into my bowl when another employee came out, apologizing for what happened. Expressing the empathy I needed in the moments prior, and offering to rescoop the ice cream that was running down the side of the cup. They validated that it was handled badly, and fixed the issue wearing a smile throughout.

We're not all built the same. Take the time to breathe when dealing with difficult customers, we aren't all trying to be difficult. Some of us are just trying to navigate new changes in a body we've lived in our entire lives.

Thank you to the second one, for reminding me to stand up for myself. Sometimes we all need to hear that.

And if you read this far, the ice...

That was already sold on this being the very best ice cream available in Austin that I've had as of yet and I am a native. I had a very bad day today so I'm going to take professional and I basically got hit by a car while I was walking and they drove off it wasn't that bad I already had kind of a rough knee from an incident in a while back, ever after getting knocked over in the car I looked quite a bit like a hobo. And I went all around the area limping around looking like I perhaps hadn't showered in quite a while or had a job for that matter. I walked into Jenny's ice cream and they treated me like royalty and they helped me and they actually kind of made this complete s* of a day, It was very refreshing to see these young ladies being so compassionate helpful and frenzy instead of judging me at first sight. Attention Jenny's management these two girls should be running some of your stores soon because they have what it takes. I've seen them both before and they're both always provide excellent customer service and are diplomatic anytime anything challenging occurs. The restroom establishment is very blessed to have workers such as these especially during these times when most restaurants can't find enough people. Let alone anybody of quality like Ajn...

I visited this location recently, and it was one of the most uncomfortable experiences I’ve had as a customer. From the start, I felt unwelcome. When it came time for me to be helped, it seemed as though no one wanted to assist me, and I was essentially pushed off onto one associate. Her body language and attitude made it clear she didn’t want to deal with me.

What struck me was the difference in how staff interacted with other customers—friendly and helpful—while my experience was the opposite. As a Black customer, I could not shake the feeling that I was being treated differently because of my race.

The manager on duty seemed as though he didn’t want to be bothered. He tried to show concern, but I left with the strong impression that nothing would be done to address the situation. He offered me free ice cream, which I declined. My concern was never about receiving anything free—it was about being treated with basic respect...