Rita's Italian Ice & Frozen Custard — Restaurant in Maryland

3 Stars because I still think Rita's is the best when it comes to taste and quality but wow, the level of uncaringness and inability to adapt or offer a reasonable solution from the lady working the window is next level! On the way home on a hot dat after a visit to the dog park with my pup I passed by and thought it would hit the spot. I had seen someone there earlier with their dog and saw the owner's hand them a small treat. My thought was that they were pet friendly and offered a menu item as a treat for dogs. I was wrong which was perfectly fine...not knowing what would be dog safe I decided to just get a bottle of water for my pup. I paid for it and asked for a cup for my dog to drink from. The woman acted shocked and said "I can't give you a cup, we don't have cups". I looked up and saw 4 or 5 different cups to choose from. So I asked again and pointed to the cup displays above the window. She still claimed she can't give a cup as annoyed as I was after just spending $17 I said then charge me for a cup or a menu item. I really didn't care as long as I had a cup that I could use for my dog to drink from. This was an unexpected stop, it was hot outside and i didn't want my do to go thirsty while I enjoyed my ice. After pulling out my money to pay for something she disappears for a few minutes and comes back with the smallest cup possible and hands it to me. The cup was far too small for an animal to drink from but I had no other choice but to deal with it. My advice to the Owner and Rita's corporate....allow people to buy a cup and educate your employees on how to deal with the request in a friendly manner and #2 it would be nice to let everyone know that you're pet friendly! Add a menu line item for a reasonable price as a dog or per treat! You guys are all over the place and I'm sure people bring their pets all of the time! Pet owner's love spending money on their pets! 3rd...hire people that know what customer service means! Your employee acted appalled by the fact that i asked for a cup after spending money at your establishment! I'm more than capable of spending my money somewhere else, she was a...

Mrs. Elaine is extremely rude every time i go there is always an issued with her, she wants you to order fast with out thinking what you want even if the place is empty, she dont accept cash and if you pay card is has to be debit she saids the machine dont do credit just debit one day she got me mad because i dont like putting mu pin when i have people looking behind me and in front of me so i press cancel and GUESS what it went through as credit so i guess the machine does take credit she just like to make people life miserable. I dislike going there when she is there there is not a time i go there and she is there that i can leave the place happy so lately i go when she is not there or i go the one in Burtonsville. I am putting this review because my kids went there today and she was extremely mean to them she can do what ever she wants to me but to my kids she better stay away. I try to complain to Ritas site about her but i can seam to find how to but i will. These really got to stop with her. I dont need her to be fire but it would be nice if she changes her customer service skills...

I received a response from the owner a short time ago. What she basically said was the product is new and the newer stores carry it (Hand-scooped custard). She said also that they have been there for a while. I know this. But is that any reason not to up your game? Seems offering a new product to your customers would be a positive move. Have you ever thought that it just might increase your revenue? Please think outside the box. Thinking that "This is the way we've always done it" gets plenty of businesses left behind. It is simply outdated. I felt that I needed to remove 1 star because of the owner's comment and seemingly unwillingness to be open to change.

I was unable to see how to comment directly to the owner's response. So I've chosen to amend my original comment. Thanks!

This was my very first visit to a Rita's. It was different but a very delicious treat! I only wish this location carried the hand scooped variety.. Can't wait to try that type.. But I'll...