Melt n dip — Restaurant in Dr. Phillips

The ambience of the space is fantastic from the moment you walk in. There is a bit of a sticker shock on the menu, however when we ordered the Dubai chocolate crepe, a Dubai chocolate bar, and a Nutella milkshake, all were generous portions and delicious. Had it not been for the run in with the atrocious manager on duty, they'd be getting a much higher review. As I mentioned, we ordered a Nutella milkshake. My party included 2 of my friends who paid separately and also ordered a Nutella milkshake. The first one was served to them with a chocolate ring around the cup, black specs in white ice cream, and a piece of a brownie on top. We were unsure about the accuracy of the order, but we trusted the process and tried the milkshake anyway. Alas, it was, in fact, NOT Nutella. We waited a few minutes before we could grab another employee, and in that time, the other milkshake was served. This one ALSO had the chocolate ring, black specs, and brownie garnish. We notified the worker that we didn't think these were correct as they tasted like Oreo and were definitely not hazelnut. He graciously went and approached his manager to get them corrected. Up until this point, we didn't have a single problem with our experience. But then we witnessed the manager quite literally wave this employee away, telling him to forget our issue and go do something else. The employee turned towards us, shook his head sympathetically, and left. My friend stood up and came around to the side of the counter with the shakes so she could better speak to the manager herself. He reluctantly came over and she tried explaining that they weren't Nutella and not what we ordered but he barely gave her a chance to speak. He was cutting her off, insisting they were correct and we just didn't know what Nutella tasted like, and promised us that we were mistaken. She assured him that they were not right and said if he was going to treat his employees that way then he could talk to her instead. He took the shakes from her in a hissy and said he'd remake them but that we'd be getting the exact thing again. While waiting, we briefly overheard another nearby table making a complaint that they had not received their Oreo milkshakes. So one can probably make a safe assumption that they had accidentally given us their order. Dear reader, he returned with our shakes and the ones he presented this time were brown specs in ice cream, no chocolate drizzle, and no brownie garnish. It was a completely different shake. He presented them to us as if he was winning a battle, and we incredulously explained that this was actually the correct one because it was what we ordered. My friend thanked the 2 employees who had done their jobs well and tried to help, and recommended that the manger get an attitude adjustment or get out of such a high pressure environment if he couldn't handle it. Listen, this didn't have to be a big deal. Had the manager just fixed it for us with a quick apology, all would have been fine. But his refusal to admit being wrong shows his extreme insecurity in his job and likely himself. Customer service requires a thick skin and I fear he is too emotional to handle the pressure. Again, the product was great but we were not treated with the dignity that you'd expect from a place where a single chocolate bar is $20. Another case of a great place being ruined by a...

I have been to this location a few times since they opened. I live 3 hours away and ALWAYS stop by when I'm in the area. Tonight I ordered my ultimate favorite which is the Lotus Crepe. I'm not a fan of white chocolate so I always request it with only milk and dark chocolate. When they delivered my order to the table, it had white chocolate. The manager immediately apologized and went to make me another. When that one arrived it contained NO cookie butter. Only broken pieces of lotus cookies. I asked the server if they had run out of cookie butter since it was not the same as I had been eagerly anticipating. I received multiple answers....1) it doesn't come w/ cookie butter only cookies. I showed him the description on the menu "crepe stuffed with Lotus butter and cookies drizzled with milk, dark and white Belgian chocolate". 2) he then told me lotus butter only comes on top. So, I again showed him the description. I asked if possibly they were out of Lotus butter or had they changed to only cookies without updating the description. He told me he would check with his manager. He came back promptly and told me they were too busy to answer questions and what did I want? I told him I only wanted to know why it was different. He offered to make a new one which I appreciate but I felt bad since they had already remade the order due to accidently adding white chocolate. I had eaten half and did NOT want to take advantage. He again asked me what I wanted. I responded that I only wanted to know so I would know how/what to order next time. That's when he got rude and said "we have over 40 items on the menu" don't you think you could pick something else. We are too busy for this!" He then walked away but had time to flirt with the girl at the table next to be. He was also quite chivalrous and ran to open the door for her when she left but didn't have time to answer my question. I was so hurt by the response and attitude. I only wanted an HONEST answer. No remake. No refund. Just an answer. His behavior made me decide to write this review. We have to care about each other and value customers. Without them no business can survive. Please rethink your customer service. This incident made me rethink my...

Very unprofessional customer service. Stopped in to get crepes tonight since it is our last night of vacation. The place was packed! The line was out the door. So we knew it would take a little time. We stood in line for about 5 minutes then decided to order online and wait in the car. Our order took about 15 minutes. Not bad! We sent 2 people in to get it. When they finally made it through the crowd to the counter they were told the order was already picked up. But of course we didn’t have it yet. The workers asked to see the order. So they call to the car and asked my daughter to send them a screenshot, since she was the one that placed the order. One of the workers agreed that someone else must have grabbed and they would remake it. While that is annoying for us since we have now been waiting 30 minutes and they should have someone confirming orders as they are picked up, things happen.

My family saw the order being remade and repackaged, but before anyone sat the order out for them to get it, another worker came by and told the others to unbox it because that order was now out of the system since it had been picked up. Again they are told we didn’t get the order. At this point, if I hadn’t already paid for the $100 order I would have been done. They FINALLY agree to give us our order after accusing us of sharing screenshots with other people and letting them pick up. We live 10 hours away and would not have anyone here to share a screenshot with. Over an hour later and $100 down we finally have the order and everyone is so frustrated they don’t want to eat it. Wasted...