Frozone - House of Gelato — Restaurant in Commerce Charter Township

Hey, as you can see my profile (local guide)I write honest truthful sincere reviews. Most of my reviews are positive and good ones as I love to shout out stellar spots that worth checking out! Frozone House of gelato was definitely not worth going to and a waste of time for us. It was unfortunate that my family and I received poor customer service which whom we believe is the owner. It was a shocking experience and I do not recommend supporting places when you have a arrogant human being that cannot humble themselves with grace. My family and I was visiting from IL over the weekend for an art competition and I looked up this spot as I saw great reviews. My family loves gelato, we go and frequent many spots over the last decade and in the process meet great small local business owners and got to pleasure to try exciting new flavors. So I was excited to try this spot and let me start off by saying the place was clean. My husband took our son to the bathroom and noted that for it being an ice cream shop it was very clean. The place itself was cute and they had so many flavors to try. Everything else from there was a disaster. I had asked the owner if my daughter and I could try flavors as it was our first time there and he said yes but you have to hurry up! Ok rude. I know there was a few other patrons and I even said you can take care of them as I never want to hold up the line and he can come back to us. He rolled his eye and gave us 2 flavors to try. He appeared unfriendly and disinterested in serving us. They tasted yummy but wanted to try a few more to make a decision. Fast forward, hubby returns with our son and wanted to try flavors. There was a women worker very nice. Gave my hubby one flavor and he then noticed the sign informed me and asked her and she said don't worry and waived her hand as it was ok. Remind you, I never saw the sign that was all the way to the right of the counter that says only 2 flavors to try nor did he mention it to me because if he did I would have told the hubby and we both most likely would have left. This should have been a red flag but I did not listen to my gut. We were going to get 4 cups for us and the kids. Lets be real, you cannot try only 2 flavors and make an sound decision with more than 20 flavors. He then told me I cannot try anymore flavors and told my husband read the sign. Again rude! At this time, only 1 couple is in the shop as it is 30 min before closing.My husband stated he understand but she (lady worker) stated we could try multiple. He was adamant about his decision(poor customer service) and with his nasty demeanor towards us, I told my husband lets go we can find another spot to try as I refuse to give people like him my business. My husband stated as I was walking out he yelled bye have a good day several times in which I heard him from outside. We were shocked as we never, ever went to a gelato place and was told we could only try 2 flavors. This is a human being who is stingy with portions as with the sample spoons it did not even cover the tiny spoon. How pathetic is that. As I read more of this place lowest reviews, I do see that poor customer service and lack of letting your customers trying multiple flavors is an issue. When my husband even stated we were going to buy and not just sample, the owner stated "well I did not know that". Wow, so a well to do nice looking African American/black family comes in and your perception is that blacks just only want to sample and never play is racist and unbecoming. My husband has his own business and we support many small business but the beauty of it all is when you feel like you are above us because of your location and get bigheaded that you don't care if you lose our business speaks values but guess what we have choices and a voice and I will use my voice to call out the distasteful customer services at Frozone gelato in MI.

**UPDATE RESPONSE TO OWNER-WRONG IS WRONG AND NO APOLOGY IS ACCEPTED ON MY END! YOU LACK ACCOUNTABILITY AND ALL THE GOOD REVIEWS GOES OUT THE WINDOW BASED ON HOW YOU TREAT...

I am so torn on this review and almost didn’t even bother leaving one. The gelato was good. The service kind of spoiled the experience. I had never been and was excited to try flavors based on a 5 star rating here on Google. I tried three flavors and liked the first two. I asked if I could try two more and he said no. I was kind of taken aback. I thought he was joking at first. He was quite rude about it. There was literally no one else in the place and it was 10 minutes before they closed. He then said “what do you want, I’ll give it to you”. But he didn’t do it happily, and at that point it was less about the samples, and more so the poor service. I ordered a large, he couldn’t do more than two flavors. The large wasn’t very large and cost a steep $8.75. The gelato was pretty good. But the service left a sour taste in my mouth, and not sure I’d be back.

• To respond to the response from the owner…I saw no sign indicating two samples, nor did you say that. I asked if you sampled flavors and you said yes but (jokingly I assumed) not all of them. You did NOT say two samples were your limit upfront. If you did it must have been when I was on the other side of your cooler looking at flavors and did not hear. I would have been 1.) annoyed by that stinginess and 2. ) more selective in the flavors I tried. I also saw the hours listed on the door as 10 PM and nothing about temporary hours of 9.

Whatever the case, when I walked in, two patrons were at a table, and no patrons were ordering. As I walked out, well before 10, two other patrons walked in. I understand what you are saying, that is why I called, Google said you closed at 9. But your open light was still on. If your open light is on and you say on the phone you are open, you should certainly still provide good service to a customer that walks in. It was clear you were annoyed. Not to mention you told me that I sounded like a woman on the phone when I called. 🤦‍♂️

I would have no complaint on the price if the serving was a bit larger and service was friendly, welcoming, and helpful. Under those conditions this would have been a five star review. As mentioned, the gelato was quite good.

But no apologies for the bad service. So yes, I will not be back. Best of...

This place is amazing and we are so incredibly lucky to have it so close to us in our area ! Alex, the owner, is one of the friendliest human beings you’ll ever encounter! If you want something cold, yummy and taste like it was made at home, go to Frozone and meet Alex! I promise, it’ll be the best idea “you’ve” had in your life!!! Such a great vibe inside and has outside patio furniture to sit in the sun. They have a FREE Pac-Man arcade game you can play and the decor/knick-knacks throughout inside has such a sense of humor and welcoming feeling, that you’ll feel like a kid chasing that ice cream truck all over again! You gotta come and try this place, even if you don’t live close. It’s so worth it! Thank you Alex...