The Twist Custom Ice Cream — Restaurant in Florida

I am very hurt by the lack of customer service! I just ordered a chocolate malt with extra malt powder and since it didn't taste like a malt I asked for some malt powder to be put in a container to add to my malt. I didn't ask for a new one nor any money back despite it not tasting like a malt. I am a local and bring my family to this location all the time and recommend it to others as well. I was so excited to hear they do malts. I am beyond disappointed now and will not be doing any visits nor recommending. If there was malt powder in the drink then I would ask them to taste the powder because even my husband, who doesn't like malt so he can spot it right away, could not taste it at all. The boy at the window told me that the owner was there and he would have to ask if he could give me some malt powder. He came back and said "the owner said it was made correct and I can't give you any extra." If the owner was there then why wouldn't they come tell me themself? As an owner of a small company I would think showing face when a customer will not be happy would go a long way. It's sad because I do like to support small businesses, but not if they are not giving good customer service.

UPDATE: Absolutely unprofessional management! They accused me in FB messenger of wanting staff "scolded or fired", of lying since their staff said I didn't ask for extra and of not wanting a resolution. I never blamed the staff (only wondered why they would have to ask to give me more powder when I was expressing my unhappiness), did not lie and know that two employees heard me ask for some extra so I could just put it in myself and was never offered a resolution but instead basically a 'oh well sorry about your luck'. Also now they have blocked me from FB which shows how they are not interested in earning back a customer but think we are disposable. There are many other ice cream places in town, I would choose those because if you do have any issues they will not...

We love this place! It is small but there's adequate seating inside for at least 20 people. There are also tables and chairs outside. This year is the first year they are going to stay open all year round. They are located exactly behind TCS front porch Restaurant. They have soft serve in flavors with multiple toppings. They have dip ice cream and their waffle cones are hand-dipped and they are the most delicious waffle cones we have ever eaten. They are like sugar cones but in a waffle. You can get Sundays banana splits. I got a waffle cone with chocolate dipped in chocolate and nuts and two dips of different ice cream flavors and then topped off with my favorite Butterfinger. They also have different liquid sauces to flavor your concoction. They will put together any combination that you want. The quality of the ice cream is absolutely delicious. The service person was very sweet and knowledgeable. We are lucky we don't live too far away from The Twist!! The twist has recently built a nice big canopy out front of the store with a lot of picnic tables and seating! Even if it's raining you can eat your ice cream! They are found on Facebook and Instagram as well! Just had our...

Update: Decided to give this a 2nd try. There was no one in line & we waited 6-7mins for someone to come to the window. Ordered a small soft served cone. Which was melting significantly as soon as it was handed to me & literally half the cone was melted by the time I walked to the car (on a 70⁰ day). The ice cream was raining onto the ground, the napkin was completely saturdated.... I threw it away. Something must've been wrong with the machine.. but needless to say, I wasn't very impressed the 2nd time around 🥲

HORRIBLE CUSTOMER SERVICE. Running promo this weekend for 25% off. Refused to honor it at window bc it “wasn’t mentioned before paying”… despite the fact that the card hadn’t been ran yet. What the heck? The worst part was how rude & nasty she was about it though. Almost like she was offended that we asked for the promotion. We are new to the area and we’re excited about supporting a small business. We’re unlikely to return. Ice cream...