Kilwins Ice Cream - Chocolate - Fudge — Restaurant in Cary

All - to provide an update. I spoke with the store owner. I told her about my daughter and how upset she had made me. I told her how no child deserves to be treated that way and that she ruined a wonderful day for us. She was extremely apologetic and offered to send something to my daughter. She stated that she also has a special needs nephew and she should know better. In fact, I think I heard a few tears coming from her as well. I don't know if it's enough to make us go back but it's certainly enough to make me feel like I stood up for my child.

I am extremely disappointed to write this. I went to Kilwin's today with my husband, mother in law and 2 year old daughter. My daughter has a visual impairment, sensory issues and cerebral palsy. While waiting in line my daughter was playing with a bag of taffy (she likes the crinkly sound). A woman came up to my daughter and without saying a word to myself or her father pulled the bag from her hands and left my daughter sobbing on the floor. I didn't know what to say, I was so angry and hurt. We asked the woman helping us who she was surprised and were extremely surprised to find out this was the store owner. I was shocked that an owner wouldn't know that some children may have special needs and rather than speak to the parents, pull something out of their hands. She literally stole candy from a baby! I am still so upset about it. After we both calmed down and paid for our ice cream cones my husband told her "that was really poor customer service you showed to myself and family". She simply said "I'm sorry you feel that way". So no apology to her actions but rather apologizing for our opinions about it. We won't be going there again and I ask all parents whose children may require additional attention or care to consider this next time you have a hankering...

I am hesitant to post this review, because my experience at the North Hills store was so AMAZING. That was the Polar opposite of Friday evening in the Kilwins Cary. We were shopping in Cary, and I was with the person who had introduced me to Kilwins at North Hills. The wonderful associate at the NH store had told us about the Cary store being the owners first store in the area. We decided to find the Cary store to buy a special gift for someone. When we walked in there were 3 people behind the counter, one of them asked if they could help us; "we, just came in for the smell!" Was our reply, because of the wonderful smell and memories it brings back. Crickets... No one spoke to us, came out to help as we gathered the items we wished to purchase, or questioned prices or differences between those items. (At that point we were the only people in the store.) As the store began to fill with people who were there for ice cream, we got in the line to get ourselves cones as well. That became a whole other process, of person who waited on you for ice cream; then was the person who walked over to the register to check you out. Perhaps, the the most disappointing part of all was the quality of the product I took to a friend. After talking up Kilwins Milk Chocolate Pecan Tuttles for the past 3 months, I had finally been able to pick up a box for her. The silky smooth chocolate, and caramel that enrobed the pecans was not so with this box. They were good, they were not excellent, and I had to apologize for talking up a mediocre product. I'll stick to Kilwins North Hills for...

My daughter and I just went in a few hours ago to order several scoops to go. This was my first time in Kilwin's and I was anxious to try it. There was a line, but not extremely busy. I basically had in mind what I wanted to order when it was my turn, but the rudeness and hurriedness of the man "helping" us threw me off. He's the short one with a beard. He kept saying "what do you want?" And "What next?" And "Anything else" in a very hurried and rude way. I felt basically like I was in the way and not a valued customer. When it came time to check out, I told him it was my first time there and I'd be back, but he never looked at me or smiled or acknowledged what I'd just said. Right then I decided I wouldn't be back. There are plenty of good ice cream places in this area that value their customers and make them feel welcome. It's a shame too, the ice cream was good....