Rita's Italian Ice & Frozen Custard — Restaurant in Charlotte

I went in tonight around 9:15pm to get ONE Italian ice cream , they close at 10pm. I felt that was plenty of time left to be considerate of the staff and closing time. I was greeted with, “do you know what you want” in an incredibly rude tone. Not a hello, not a smile, nothing. I haven’t been there in a long time and I was already taken so off guard by that, I quickly said, can I have a large vanilla with chocolate chips. I didn’t specify Italian ice or custard but I was right in front of the Italian ice looking at the flavors when I stated what I wanted. I start to notice her getting vanilla custard so I politely said that I actually wanted Italian Ice. If I’m gonna pay 7 dollars for something, I would like it to be what I actually wanted. Once again with major attitude, she goes about making the correct order. She made it seem like I was the problem. I understand I didn’t specify, but why wouldnt you as a customer service member of this establishment not ask me which one I wanted. You assumed and then got annoyed with me when it was wrong. Both employees looked like teenagers who were rushing around trying to close so they could get out of there and anyone who walked in to order something was an inconvenience to them and their closing procedures. Maybe there should be an adult working at all times, to make sure customers are being treated well. It made me so uncomfortable that I will never go back in fear of being treated like that...

I love Rita’s and frequent the Lancaster Hwy location every Wednesday after Bible study. It’s Italian ice, what’s not to like, right? Like most restaurants, teenagers are the mainly employed here, and it’s never been a problem until tonight. I walked in and waited at the counter for what felt like eternity, but was probably only 5 or 6 minutes and never received service. There was one young girl working there and despite her being an arm’s length away from me, she never asked what I’d like to order or even made eye contact. Confused and a little saddened, I walked out. The next group came in and she took their order right away. When I called to report this unfortunate incident, the manager stated that she’s a great employee, and I simply mistook her concern for my privacy (I had the phone to my ear) for rudeness. Perhaps initially, but after 5 or 6 minutes and even after removing the phone from my ear, I would think that would warrant at least a hello. Sigh Again, it’s just Italian ice, but I felt disregarded and disrespected. I’m posting in hopes that the right people will see this and at the least use it as a training...

Mrs. K. knows her chocolate frozen custard, and her rankings are not handed out lightly. Over the years, she has sampled the best from Andy's, Culver's, and a few local spots, but Rita's consistently takes the top spot. It is not just nostalgia or loyalty. She genuinely appreciates the texture, flavor, and richness that Rita's delivers. We have looked for contenders, but nothing has quite matched the smooth intensity of Rita's chocolate custard.

Today's visit was another reminder of why Rita's holds that crown. No toppings, no mix-ins, no distractions. Just a clean, classic serving of chocolate custard to go. The staff was friendly, and the portion was generous without being over the top. Back in the car, Mrs. K. allowed me one spoonful, and I savored it like a rare treat. It was velvety, dark, and satisfying, with just the right balance of sweetness and depth. There is something comforting about a place that gets the basics right.

Rita's does not need gimmicks to impress. It simply shows up with excellent custard, time after time. Whether you are a die-hard fan like Mrs. K. or just looking for a good dessert, it is...