The Chocolate Moose — Restaurant in Bloomington

*Edit: I went back after a few back-and-forth messages with Mr. Davis. Props to a gentleman who cares about customers and the brand! I was hesitant to return after what happened the last time. Instead of going in I went to the walk-up window. I don't recall the woman's name but she was very friendly and helpful. Hopefully the last time was a fluke. Could be bad staff. Lord knows everyone's having trouble keeping good people working right now. But I was pleasantly surprised at this girl's conduct after what happened the last time I was there. I won't avoid the Chocolate Moose in the future. They DO have killer ice cream. Hopefully one day The Incident will be buried under enough visits that it won't even surface as a memory. But truly, it only takes one bad employee to ruin a place for someone. I have a bit more faith in TCM after dealing with this lady today.

I've never been so dissatisfied with the Chocolate Moose staff in my life. I grew up going there with my grandpa and when my sister came to town we went to get ice cream for everyone there because I recommended it. We drove there, went in and ordered for everyone. They brought half of our order, the ice cream the wrong size. What got my attention first though was the "chocolate shake" they tried to pass to me. The girl came out hollering for a chocolate fudge and vanilla and when no one claimed it I asked if they could have mistaken the chocolate shake for that. She said it must have been mine and tried to hand it to me. It was literally a vanilla hot fudge sundae in a cup. I told her what I ordered was supposed to be a chocolate shake. The girl tried to convince us it was a shake and I told her it wasn't even mixed. She left with it and another one handed my sister her order which was, thankfully, correct. They brought a cup out and said it was the shake. I opened the lid and it was the same fudge sundae they tried to pass the first time. I asked a different woman if we could get the chocolate shake to complete the order and she shrugged and walked off. Another woman came around the corner and we spoke to her. She left with the "shake" and came back ten minutes later after filling several other orders that were placed behind us. Opened it and it's the same dang sundae. So I paid for two shakes and a large ice cream. I got a shake, a fudge sundae and a small ice cream. I've never walked away from there so disappointed and disatisfied with the service. Honestly, I know mistakes get made in high speed professions and I am patient enough to work through them. They didn't even try. This was completely awful. It wasn't a "well everyone has off says" it was legitimately terrible. An off day? I get it. Make it right eventually I'll come back. But this? They've lost our business, and stained years...

I just had the worst experience I ever had at a food retail establishment. Do not order online. They couldn't care less about you. They are so focused on getting the food for people who walk in over your order. The communication between staff is non-existent. I ordered at 7PM. I find out after the fact my food was ready according to my receipt at 7:09. I walk in at 7:15. The walk up window is all but ignored with only one person running register for the entire store. So, tired of waiting for five minutes out there, I go inside thinking, I will get service there. People order in front of me. A crowd shows up after I am standing waiting. By 7:40, my food has been sitting there for 31 minutes and I have been waiting for 25. Finally, only because there is literally no one else in line, I ask what is going on? The girl at the counter brings it to me. I wanted my money back. I wanted to tell them to keep it but it was a birthday gift for a friend. I was so angry I was shaking. I was on the verge of losing control of just how humiliated I felt to be treated like I am nothing to this staff. I was ignored and overlooked, and all they had to do was being me a bag that was ready when I got there. It's a chaotic mess with no leadership what do ever. I left because I knew I couldn't handle it emotionally at that point. I want my $20 returned for only two items. The prices there are ridiculously high on top of everything else. For that much money, someone should feel like it is a special experience where they are treated with care and respect. I received none of that. I was kind enough to the cashier to not take it out on her. I went to my car and cussed, yelled, and vented until I calmed down. I literally...

To the management team of The Chocolate Moose, I’m a local in town and have been a regular to the Moose for over 25 years/since I was a camper at Kid City. I’ve always loved the consistency that the Moose delivers as well as the cheerfulness even when flooded with customers. I love the design of the new building and is so much more comfortable to actually sit and enjoy your ice cream now. To my disappointment - every time I’ve been to the new location, the staff seems annoyed with customers, the product is not consistent and I’ve been left wondering if I want to ever go back. I have gotten root beer floats for years and love them. I wouldn’t say I’m picky, but when I went Friday the cup was a little over 1/2 full of ice cream, no root beer and was the wrong size. When I went up to get the correct size, they seeming just put my same order from the small cup into a medium. I had to ask for more root beer. The time before, it was the opposite - maybe about 4 spoon fulls of ice cream and mostly soda. My husband has also been disappointed with his orders and ordered something different each time. Again, the aesthetics of the new space is awesome, however the customer service is so sub-par it doesn’t even feel like the same business. I am reluctant to try it again, but looking forward to some changes when if/I come back. Thank you for reading...