Graff Dairy — Restaurant in Grand Junction

I am a travel nurse from Georgia who was introduced to Graff Dairy by a co-worker. I was more than thrilled and excited because I thought I had found something unique. I came every day or every other day until 12/02/24. I arrived at just about closing time. I decided to order a larger size of ice cream instead of the typical cup. I can not remember if the young man who serviced me said it was a pint or large. I paid 9.85 which included a 25% discount and a tip. I have a Boy Scout discount card. I could not wait to get home and enjoy. When the container was given to me, I knew something was wrong. The ice cream was like in a soupy state and dripping down the sides of the container. It did not have the purple berry looking color I was use to...I believe it was called Huckleberry. I had purchased this flavor many times before. It looked like soupy vanilla ice cream. I called out to the young man who had given me the container. He would not turn around. I yelled, Sir, Sir, Excuse Me....he walked faster and faster and hurried back into the store. He heard me.....Another gentleman came outside and I got his attention. I advised that the ice cream was soupy and did not have the color I was expecting. This young man advised that what I had was indeed Huckleberry ice cream without the coloring. He walked away. I was puzzled. I went home and tasted the ice cream. I knew immediately that something was wrong. The product was like soup (not firm/semi firm at all like I had experienced in the past) and it did not have any flavor to it at all. It tasted like very sugary melted cream. I was very upset!!!! I took the product back the next day and was treated very rudely by someone who said her name was Genevieve (not sure if she was telling the truth). She said she was the manager on duty. Before I could get my complaint out of my mouth, she said we can't take that back. I asked, Why? She said, I do not know when you bought that. I advised that I had purchased it the night before just before closing and she continued to say, I do not know when you bought that. I tried to inform her that it was not the product that I ordered but she talked over me and would not allow a two way conversation. I pulled up my banking account to show her the charge and she said that did not matter because a refund could not be given. Proof of purchase/ receipts are not given or even offered to the customer. I stopped coming after this incident. I had a very bad taste in my mouth. This is wrong!!!!.....I reached out via the website for a refund and of course I...

The lack of even halfway decent customer service in Grand Junction never ceases to amaze me. I have been to Graff Dairy four times and just left without food for a second time. This is after sitting in a short line waiting on someone to walk up to my car window to place my order. Because they don’t have an actual way to order before reaching the food window in 2021. The first time I went to Graff I purchased a milkshake and hotdog. I wasn’t impressed with either, but did notice a pulled pork BBQ sandwich on the menu. The second time I went, I got the BBQ sandwich – ordered plain. The BBQ was tasty, but the bun was an absolute soggy mess. I live less than a mile away from Graff, so it was less than 5 minutes before trying to eat it. The bun had to be thrown out. The third time I went, I arrived a few minutes after 7 PM, only to be told they don’t serve hot food after 7 PM. I thought okay, I won’t make that mistake again. So, we come to today. I decide BBQ sounds good for dinner. But I can’t get it after 7 PM, so I stop in about 2:30 PM. They are not busy and there is only a very short line in the drive thru. The person outside taking orders has ‘trainee’ on her tag. Which is fine, everyone needs to be trained. I tell her I want four pulled pork BBQ sandwiches. I want them plain, no slaw – just BBQ. I ask for the meat and buns to be packaged separately, because this is for dinner later. I never even gave it a thought that this would be any kind of issue. As a trainee, she said she needed to go ask about that. Which seemed odd, but she is training. I would have gladly paid a little extra for an additional container or two. But that wasn’t even an option, just ‘no we don’t separate them’. I was stunned and dumbfounded. Their lack of basic customer service might be understandable if they had been busy. But they were not busy at all at 2:30 PM in the afternoon. I have learned my lesson; I will not be back. The lack of competent or even adequate customer service training in GJ was on full display. It...

I normally love Graff Dairy for both their ice cream and service, so it’s disappointing to write this. The one time I actually had an issue, I tried to call in and realized their phone system is a mess. When you press 1 to speak to a member of management, it just loops you back to the beginning. If you wait and don’t press anything, hoping to leave a message, the system simply says, “Goodbye, and thank you for calling,” without giving you the option to leave a message at all. Honestly, it’s kind of comical.

The issue itself wasn’t huge—my brownie in the brownie à la mode was so hard it was like a rock, and I had to throw it away and just eat the ice cream on top. But what really frustrated me was not being able to contact anyone to let them know. I think Graff Dairy would have made things right if I had been able to speak to someone, but with a broken phone system, that wasn’t possible.

Even small, barely established businesses have better customer contact options. I hope this gets fixed soon because customers need a way to reach out for any reason, not just to file complaints. I’m more than willing to update this review if a member of management reaches out and shows that they’re working on improving...