Scoops & More Ice Cream — Restaurant in Elyria

To Whom It May Concern,

I’ve been a loyal customer of Scoops for years and have always enjoyed my experiences at this location. I’ve recommended your shop over other local ice cream spots because of the great service and consistency in the past. Unfortunately, my last two visits within the past month have been disappointing and frustrating, which is why I feel the need to bring this to your attention.

On both occasions, I ordered three scoops of ice cream—Cookies and Cream, Moose Tracks, and Peanut Butter Paradise. These are flavors I’ve ordered countless times, so I know what to expect. However, both times I received what looked like only two scoops. When I asked about it, I was told that the third scoop was “inside the cone.” While technically true, I’ve never known the scoop at the bottom of the cone to count as a separate scoop. In all my years of getting ice cream—at Scoops and elsewhere—when I pay for three scoops, I can clearly see three scoops stacked on top of each other. This new way of serving feels misleading and leaves customers feeling shortchanged.

What made the experience worse was the lack of flexibility or willingness to correct the issue. I was told that if I wanted the order fixed, I would need to pay for another one. That kind of policy is poor customer service. To add to the frustration, I even left a tip, so I essentially overspent for less than what I ordered.

Normally, I don’t leave complaints because I don’t like coming across as overly critical. But I do believe in holding businesses accountable when customer service falls short—especially after years of positive experiences. On top of everything, the employee who helped me (the lighter-skinned girl working the counter) had a noticeably poor attitude. A simple smile, friendly tone, or willingness to problem-solve goes a long way in customer service.

Having been in upper management myself, where I trained and coached teams to provide top-tier customer experiences, I know the difference great service makes. This recent change in both product quality and customer care was disappointing, especially given Scoops’ reputation and my personal history of good experiences.

I hope management can take this feedback seriously and address both the portioning and the customer service issues. Scoops has always been my go-to spot, but right now, it just doesn’t feel like the same experience...

If you’re in for a quick sweet treat & a beautiful seat.....

Elyria is the County Seat of Lorain County, and it was founded on the split of the Black River by Herman Ely in 1817. This small ice cream shop is located on West River Road, along the west side of the West Branch of the Black River, & at one of the main crossroads where you can sit at the picnic tables enjoying your sweet treats. There’s always plenty of parking on the side & out back.

They appear to have a very efficient process in place. You can view their sign to make your decisions prior to stepping in line. The person taking orders in very friendly & confirms with staff on each order, then makers make the delights, & a server serves with napkins & spoons. They now accept credit card, which speeds things along. It was a quick process, & then in no time you’re enjoying your selection.

Their menu is complete with everything from old school ice cream truck options to cones to floats to splits to tornadoes. We all agreed that their chocolate & vanilla soft serve was uniquely flavorful & creamy. The “Maggie May” banana split & tornadoes were loaded with ingredients. We also had takers on the Giant Oreo Chocolate Cone, as well as Minion, Ninja Turtle, Sponge Bob ice cream popsicles.

All seven (7) of us were extremely satisfied with our afternoon delights. All-in with a 20% tip, we only spent $20. What a deal to treat a group of us!

Definitely a stress-free ice cream shop, the team wears tie-dyes, great vibe, and well-worth making a trip here or coming back for a...

I’ve been a loyal customer of this ice cream shop for a long time and usually have a great experience. I always order the same exact thing, and today was no different—except this time, my order was made incorrectly.

When I politely let the staff know about the mistake, I was told I would need to pay again if I wanted the correct item. I even clarified, asking if I was expected to pay again for a mistake that wasn’t mine, and was told yes. I chose to leave the incorrect ice cream behind and walk away, extremely disappointed.

What made the situation worse was that I had just given a $5 tip—almost the price of the ice cream itself—before realizing the error. I left not only without what I ordered, but also feeling like my loyalty and kindness as a regular customer didn’t matter at all.

Really unfortunate...