Dewar's Express — Restaurant in Bakersfield

Prices got bigger but portion sizes are way smaller and customer service does not match the price you pay. We spent around $50 for a family of 4 and when we got home noticed the extra toppings that are pretty expensive were not added. I called to let them know and they told me to go back but it was already 10pm so I told them it was too late to drive back. So they told me to come back another day for free toppings🤦🏻‍♀️ I asked if they would give me an ice cream and they said, “no” just the topping. I just explained that when we are spending so much money good customer service would be to offer me a free ice cream to make it worth my drive. We went back and forth and I asked to speak to the manager and he said she was on break. At that point since I wasn’t happy with the resolution I did ask the shift manager Alex who made the final decision and he said the manager Abby. I was confused because he wouldn’t let me talk to her stating she was on break but then he contradicted himself saying she was the one who made the call. At that point I just asked if he could credit my card what I paid for the toppings and he said yes. I don’t know why that wasn’t just offered to me from the beginning instead of just telling me to go back another day for a free topping. It wasn’t until I asked for the managers name and mentioned I would be leaving a review that he muffled the phone and then suddenly said the manager was available to speak to me. I know it’s not fun to address issues as a manager but that’s a part of the job. At that point I was over it and just asked for them to refund me for my toppings and I was done. I just feel when you spend so much you should receive quality customer service. This is not what we experienced and I’m super disappointed. For the price you are paying and the size they are giving you now on top of the poor quality service we won’t be...

As always the ice cream was wonderful but the service was poor. Very disappointed at the moodiness of our server. Definitely won’t return. Will try another location and hopefully get better service. As somebody who has been bringing their family here for years and years, it was very disappointing with the continued rudeness of our server. I had a group of girls with me, teens and college students and all were commenting on how bad the service was. Yes maybe she had a bad day but as a mom of a previous employee for this company almost 10 years ago, I suggest better training. Employees red to remember that without customers they would not have a job to be rude at. Manners are important and so is listening to what the customer keeps repeating. We do not live in Bakersfield anymore but have recommended Dwars for years and loved grabbing a quick ice cream in the past in Hollywood even. I wanted to rate it a 1 or 2 but since other employees were more helpful and the ice cream was good I...

I have been going to Dewars on Eye Street since the mid 80’s, when I attended BHS. During that time the ice cream shop was really racist and provided horrible service.

Well tonight I went to the location on Ming Ave. I waited patiently for almost ten minutes before I asked was there anyone working the counter. There were a few patrons inside sitting enjoying their treats. However, I was the only person waiting for counter assistance. Finally the shift lead by the name of Liz rudely approached the counter to take my order. She was unprofessional, rude, and had a bad attitude. After taking my order, I had to wait approximately fifteen more minutes to collect my Strawberry Special I ordered.

It appears that the staff priority is the drive through only and the lobby customer’s have to wait.. I recommend customer service training for the leads and employees so this situation doesn’t...