Churn Soft Serve & Coffee — Restaurant in Buffalo

Up until the last year or so, Churn would always be both my answer and suggestion/recommendation whenever folks were looking for a great dessert option. Soft and creamy ice cream, masterful topping pairings that created delicious treats, and welcoming customer service. What's not to love?? If I would've written this review a year or more ago, it's definitely a 5-star experience.

Fast forward to today, it disappointments me to say that things have drastically changed. First off, I have to point out that the schedule is taking away business from Churn. Closing at 10 pm while being at a high volume/high traffic location misses at least another hour of significant sales that could be coming through. In fact, potenial sales have come through as I have seen several people turned away. Furthermore, why be closed on Sunday, especially during the hot summer season?? Again, missing out on both money and a market where the demographic in North Buffalo has shifted to young adults and young families, many of whom enjoy patronizing their local neighborhood businesses.

Secondly, the quality of the desserts have dramatically changed. Particularly, the texture of the coconut ice cream is horrid. I wish I could say that I was being hyperbolic, but in reality I'm probably being tame. The ice cream is grainy and oddly artificial tasting. It's almost like eating a chunky slushy. Totally off-putting. Outside of that, I would say that the quality of the desserts in general has changed in more subtle ways over the years. It no longer has that "wow factor" from yesteryear.

Lastly, the customer service has also noticeably changed. To be fair, many of the staff have seemed stressed, frustrated, and irritable. Given that multiple staff have presented this way, it feels like a workplace issue. As such, that has led to staff being curt and short during customer interactions, which predictably impacts the dessert experience and does not inspire people to want to pay inflated prices.

Here's hoping for...

There flavors are a 5-star rating but the customer service, from one specific manager, is a 1-star. Our first visit to Churn was excellent, I ordered the Lisa Turtle w/o Salty Pecans and swapped the caramel sauce for peanut butter sauce. DELICIOUS!!! However, the most recent visit, I ordered the same item and to swap caramel for peanut butter. The staff is more than happy to do this BUT the manager interrupted and said they can't do that. I mentioned they had in the past and she said peanut butter sauce is no longer a menu item (as she pointed above to the menu). Ironically, she was standing right under an item that listing PB sauce (the Pup cup). I pointed that out to her and instantly she stuttered, looked frantic and said it was "doggy-grade-peanut-butter" (whatever that means b/c PB still comes from peanuts). If I didn't work in the nutrition field, I might have believed that there was a difference between dog PB and human PB... but there is not.... if anything, "doggy-grade" is better for us via ingredients lists. I said that was fine and to put that PB on. So then she tried charging me for a PUP CUP and told the staff to put the treat on the side. I said I was not ordering a pup-cup, I just wanted to swap the caramel sauce for PB sauce! At the end of the day, I got what I was trying to order (the girl originally taking our order was happy to do it and seemed confused at what the managers issue was). Another downfall was that after they took the order, the manager served TWO OTHER LARGER PARTIES BEFORE US, making us wait longer. I'm not sure what the managers issue was.... I've never run into that scenario at a ice cream parlor as long as the swap was minimal and convenient (which it was). I don't typically write reviews, but she (the manager) encouraged me to do so asking for PB sauce to be put on the menu. SO, here is my review with all the other details I bet she didn't want included. Please add PB sauce to your...

This place is incredibly adorable on the inside with gorgeous graphics on the walls that are fun and super sized. They have a nice selection of specialty cones and sundaes, with interesting names and thoughtful toppings. I recently had one with Nutella and chocolate candy bits on top, and it was delicious. I like that they have coconut ice cream available which you don’t often see in a place with limited flavors. They even have freezy pops that are homemade, available! They also have espresso and coffees, so there is something for everyone, even those who don’t want a sweet after a meal. The staff is always very nice, super happy to be there, and incredibly friendly. I wish I lived closer so I could have...