Graeter's Ice Cream — Restaurant in Louisville

Arrived at 930pm, 12/9/2023. They were in the process of preclosing their shop and put chairs up on tables to clean. Elderly couple arrived at 935pm. His wife went up front to order but elderly man went to tables to sit down. He removed a chair from the top of the table so he could have a place to sit. The store manager, Braylee (a person with a nose ring) started to publicly berate the elderly man for removing a chair so he could sit down. She screamed at him across the restaurant that those chairs were not able for him to use and they were 30 minutes from closing. The man stated that his wife was ordering and they wanted to eat inside. (Outside air temperature was 50 degrees). Manager said they could go outside to eat their ice cream but they could NOT eat inside. This entire event took place in front of many other customers and she was screaming at them across the restaurant.

The elderly couple and their friends finally left without ordering.

We sat there in amazement at the TERRIBLE customer service and horrific treatment to these elderly people.

WHOEVER the owner is should really get involved in this. I went up front to confirm the managers name and her name tag even said, “team lead manager”.

This is beyond belief that Graeter’s would employ...

My review is mainly for whomever is in charge of getting repairs fixed in a timely manner... I've always liked Grater's Ice Cream. The Dark Chocolate Raspberry is a winner for sure! The employees working the evening shift the weekend before halloween displayed excellent customer service skills, despite their AC having as quoted "not been working for quite sometime". Makes me wonder how many days they've had to suffer at the price of what? Saving money, couldn't find a repairmen or were you on vacation & unaware or just didn't care? Most of the customers discussed how hot it was inside upon entry; I noticed but didn't say anything as they clearly were already aware at the time. Customers have the luxury of walking outside whereas your employees don't, except for break(s) & time off. How hot was it you ask? All of their chocolate candy sitting out on the counters in boxes were melted & the employees seemed zapped of energy... That brings employees moral down, not to mention a lot of wasted product when it could have been prevented... I hope the business owner values their employees enough to have the issue...

I have never been to an ice cream shop in which an expensive "one scoop" waffle cone meant the ice cream stopped at the very edge of the cone and not a single scoop of ice cream above the cone itself. Every other ice cream shop has a nice big scoop that goes above the waffle cone as well. Then on top of that issue, they tried to charge double for a waffle cone, which although, they refunded the incorrect amount, it wouldn't be an issue if the cashier asked or repeated the order to confirm what was being paid for instead of adding someone else's order (that was already paid for) to this, imagine if you happened to be speaking with a stranger and suddenly you get stuck with their ice cream bill due to cashier...