The Ice Cream House NJ — Restaurant in Edison

Over the past couple months my family and I have visited the ice cream house numerous times. We always received great customer service from the employees. Although the owner Marla has been there in the background, tonight was the first night she waited on us. I was ordering a waffle bowl Sunday with marshmallow sauce on top that I was going to put in the freezer at home for after dinner. I wanted it inside of one of the paper Sunday cups so it could have the dome lid on top. She told me that's not the way they do it and stated it could only be in a tray with aluminum foil on top. I was cut off guard but agreed. At the register, the aluminum foil was pressed down on top of the ice cream while she tried to squeeze it into a small bag. I began to cringe and explain that's why I asked for it to be in a cup, she interrupted me and spoke in a slow manner as if I was dumb, telling me she already told me that's how it comes. I reached over to lift up the aluminum foil while explaining the marshmallow sauce was now all over the top of the aluminum foil instead of on the ice cream(thinking shed apologize and fix the issue). In response, she told me to leave, while grabbing me by my wrist and removing my hand off of the aluminum foil. I told her that she was not allowed to put her hands on customers under any circumstances and she should know that as a business owner. She picked up the phone and called the police, telling them that I was mentally unstable and irate, even though I hadn't raised my voice or even used a single curse word. When the police came, I had a report made to document the incident -"unwanted touching and harassment". Businesses can be sued for things like this, I'll decide on that at a later time.I have over 22 years of experience managing multi-million dollar restaurant and retail concepts and would never react this way to a customer. If one of my employees did this, they'd be coached and retrained. This lady is sweet as pie as long as there are no complaints orspecial requests, which really isn't how customer service works. I am including a picture of my ice cream along with two screenshots of another review in which you can see she (Marla) has a problem with anything being said about her or the way that she does things at her place of business. Doing little things to accommodate a customer like letting them have 50 cents or a dollar worth of whipped cream after they already use their car to spend $30 at your establishment, putting someone's ice cream in a cup with a plastic top instead of trying to save a couple cents by using aluminum foil instead, etc... It does not and will not make your business successful, increase your customer count or your profit. Word of mouth goes a LONG way in business.... That's one of the first things I learned in management class, but we have an entire business owner that still doesn't know it. I will post this in my local community group as well as sharing my experience with people I know. If you want great ice cream, great flavors, and great customer service to go along with it head on over to What's the Scoop in Metuchen . They're friendly and accommodating there, no egos or power...

Had good experiences with this place but went tonight and was turned off.

Bought $30 worth of ice cream and had paid and forgot whip cream. Asked for whip cream and the girl behind the counter said would be 50 cents and they don’t accept card for that.

Okay, can you cancel the original charge and I’ll repay. She says she can’t do that either. I’ve worked in retail and in the food industry before. You absolutely can do that she just didn’t want to.

I bought $30 worth of ice cream you can’t just give me whip cream on one of them? I ended up asking her if she could and she take the smallest container and gives one little whiff of whip cream.

Like come on. I bought $30 worth of ice cream. I realized after I paid I didn’t get whip cream on one of them. Any other place would have just given you the whip cream for free. Or you could have cancelled the charge and re-charged.

Just such a small thing. Like really 50 cents of whip cream? Come on.

EDIT: To ice cream house. Your reply doesn't make sense and doesn't answer my question. I even tipped you guys. Like what is the point of that if you can't even serve your customers. You businesses try so hard to tip shoving the ipad or tip jar in my face, but when it comes to actually doing an act to justify the tip you can't even give me whip cream? Wow big loss you're going to take by giving me whip cream on $30+ of ice cream and a tip.

Just absolute poor management from...

So, I first came here after a funeral a few days ago on Thursday. My friend and I find comfort in ice cream, and she picked out this place (but who doesn't?!) My lactose intolerance hated me later, but I HAVE NO REGRETS. Whatever they put in the flavors...crack, it's crack. (not literally, but figuratively speaking for anyone who takes me too seriously...) I almost had my friend turn around and go get seconds. I got an ice cream cone, 1 scoop of the Llamalicious and 1 scoop of the Lil' Blue Panda. If you like cake batter and cookies n' cream vibes - it's a taste of heaven. After such a depressing day, I found a happiness, so thank you Ice Cream House! You da best! I didn't take any pictures, because I scarfed it down. But it was a positive, delicious experience that I assure you. I live in south jersey, but if I come up north again, you best believe I'll be back here! Much love and support for this lil' shop! And thank you for making my day brighter with your fantastic...