Ice Spot — Restaurant in Lake Mary

The owner pressured me to take down my original review of an incident that occurred a few months ago because he promised that something would change, however, things have only gotten worse and I believe the public deserves to know what happens at Ice Spot.

I have been going to ice spot for over a year and things are usually good, but a few months ago, my friends & I are were victim of racial discrimination. We were the only people of color in at the time and were not greeted like everyone else; in fact, one employee rolled her eyes at us. After she messed up our order and I brought it to her attention, she slammed down my icecream and said “sorry, we’re closed” and a verbal altercation ensued. The owner assured me that things would get better, but it did not.

He offered me to come back in and even explained that we were not victims of poor service due to our pedigree, but my friends and I beg to differ. Weeks after the situation happened, my icecream was not made correctly per the picture. And most recently, when chocolate chips was added into my icecream, the manager refused to remake it properly until bystanders stood up for me and called them out.

The actions of the staff here are egregious and I advise you to take your business elsewhere. My friends were taken back by the poor service, lack of care, and disrespect from the staff when they would not remake my icecream, especially when they offered to “scoop” out the chocolate chips. Who does that?

Re Owner’s Reponse:

The owner gave my friends & I $30 worth of free icecream because of the incident that occurred where his former employee racially discriminated against my friends and I.

In addition to that, he failed to address the more recent incidents that have occurred. There are multiple yelp reviews that talk about the lack of customer service and care, and they are the truth. His response to this review shows a severe lack of compassion toward what happened to my friends & I.

I hope Ice Spot & its staff gets proper training on diversity and inclusion so an incident like this one does not happen again. An owner is not supposed to ask someone to take...

Unable to accommodate a simple request that has always been accommodated before.

Providing positive customer and accommodating simple requests to make life easier for parents shouldn’t be an issue, yet at IceSpot it is apparently against “management policy”.

Well management, this policy of yours where having a $9 cup of double boba tea not being allowed to be divided into two cups is absurd. I am a single mom, and last thing I need is to buy two cups just because my kid wants her own. Nor should I have to split my cup in half and have the boba all messed up. It’s a simple request that has always been accommodated before, yet, today, it’s not “per management”. Employee told me to read Google review about this. So I’m making another so others aware that this place does not accommodate or provide simple customer service.

I have been a weekly regular to IceSpot and now, I will no longer go there or tell others to go there. I was able to drive 3 min down the street, get our boba and have it split into two cups without any issues and it was $2 cheaper. I know losing one customer is not an issue or does it bother you, with how your employee made her comment. I believe Bella was her name saying sarcastically “they’re so worried” when I told them they’re losing a regular over a simple accommodation. Very rude and unprofessional behavior.

Apparently this is management policy and everyone should know, before wasting their time and money. However this policy is not posted anywhere just this review.

Thanks Management for your policy suddenly being implemented and making me have to find a new boba place. My business will be provided to businesses who provide quality...

The ice cream was quite good but the people working had absolutely no sense of urgency. One worker was chatting with a friend when we walked in, didn't say hello or offer to help even though we CLEARLY needed help. She and the friend eventually moved to the side of the store (I'm assuming so they were not interrupted from the extremely important conversation they were having). We waited about 4-5 minutes for anyone to say anything to us. We had a question and didn't want to order before we got an answer, it's all self ordering too. Finally someone appeared from the back and finally approached us and while she was kind, but had no urgency to greet us or ask if we needed help. She answered our question so we ordered using the kiosk station and waited off to the side where we saw worker #1 get annoyed when she "had to go back to work" because a bunch of people had come in to order. Again with no urgency, took her time and kept talking before again telling her friend she had to work.

We finally got our ice cream after a bit of a wait and went outside to eat. I thought it was just me that was unimpressed with the service having worked in the service industry for 10+ years, but we heard the table next to us complaining it was taking forever for them to get their ice cream, and when they did, it was wrong. The ice cream itself was really good. It looked really nice and was a good size for the price. The only complaint was a peice of cheesecake on the strawberry sundae was still frozen & rock solid, so it was inedible. For the ice cream, we would be back...but for the service...