The Cone Shoppe — Restaurant in Grand Rapids

We’ve been regular customers at this local ice cream shop for quite some time, stopping by a couple of times a week with our two dogs. We always try to support local businesses, and we’ve appreciated having a spot like this in the community.

That said, we had a disappointing experience during our visit this evening. We ordered a sundae, a twist cone, and two pup cups—just like we often do. We always request the pup cups without the Milkbone, as our dogs are a bit picky and don’t like biscuit treats. This has never been an issue before, and in the past, the amount of ice cream in the pup cups has been consistent and generous.

However, tonight the pup cups were noticeably smaller—only a few tablespoons of ice cream in each. When we asked about it, the two young ladies at the window said the smaller portion was because we didn’t want the biscuit. We tried to explain that we order it this way regularly, and the portion has never been this small. I even held up my $3 ice cream cone next to the two $2 pup cups to show the difference.

Unfortunately, instead of addressing our concern or offering any explanation or apology, they closed the window and shutters without another word. We were left feeling brushed off and disappointed—not just about the portion size, but the lack of courtesy and communication.

We understand it’s just a few dollars, and we’re not expecting perfection. But good customer service matters, especially for small businesses trying to thrive in a tough economy. Respectful communication goes a long way in keeping loyal customers coming back.

We’re sharing this feedback in hopes that it’s taken constructively. We really do enjoy this place and want to continue supporting it—but a little more care for the customer experience would make a...

Excellent ice cream (they have good soft serve, without the chemical taste that some ice cream shops have), and we've always had friendly service. They have some discounts (such as coupon in Entertainment book, and for the Spokes Up Challenge--ride your bike there and you get a free kiddie cone, if you have the Spokes Up card). The only thing lacking is the atmosphere, not because there's anything wrong with the building or upkeep, but there's just no shade, and since the building is facing south, it gets very hot here. I'd love to see some umbrellas, and a bit of the asphalt removed for greenery and trees--or at least some raised beds...

To make things short they don't take debt card which is something a business should always take when dealing with high volumes of customers. So it's cash only which is a negative. On top of that the lady made my order wrong when I specifically told her I didn't want peanuts in the ice cream for this case. Then on top of that when I told her thank you for redoing it I got no sorry or no problem back, as a busniess owner myself everyone knows the customer is pretty much right all the time. Treat me better if I'm spending money at your establishment, won't ever be going...