Venchi Chocolate & Gelato 7th Avenue — Restaurant in New York

Ordinary gelato with terrible customer service. Yesterday I went to Venchi at 7th Avenue to try it for the first time and I would say the customer service there was horrible. If it only the gelato that tastes bad it could be forgiven but the service… this kind of horrible service is unforgiving. I was in a line and wait for my queue to order. I was not sure at first for the flavor because I’ve never tried it before and I saw people ahead of me was waiting in the line and ready to order their gelato so when it’s my turn I asked the cashier if it possible to try it first? The cashier man was about to answer me but suddenly this ‘uneducated rude stuff’ cut me and the cashier with ‘No!’ Then he mocked me with the cashier trying to make it like a joke as well as to mock me for asking the question like he was try to messing with me. I was so upset because it’s so rude to cut someone else’s conversation when you’re not asked to answer it and make it worse by making fun of it. It’s understandable if the policy for the store is not allowed to try the flavor before purchasing it but you ‘must’ inform the customer politely with respect as well as basic manners that customers service should have. I’m not here to play with you I’m directly asking what I curious with respect and I hope to get the same manners back. After I got my gelato I told this to the other stuff and he answer me politely but the context that he’s trying to say was leaning to defend his friend, saying that he just want to make sure to answer the customer blahblahblah I couldn’t even understand what’s the point that he’s trying to say. Your coworker was rude to the customer by cutting the conversation and mocked her it’s no way around, accept it and apologize. The gelato is not that good and the service was the worst i should have trusted myself and go get something sweet somewhere else instead of here. It could have been a pleasant eating if I choose to get soft serve at shake shack across the street. And for your information (idk if the manager from the7th Avenue will see this or not) this matter happened yesterday June 4 and the perchase time was 4:38 p.m according to my bank statement. For those who’s looking for the nice gelato place to try in New York I kindly suggest you to try some where else with better flavor and service. Go get Anita, Amorino and other places with better quality in both way. I’m so done with this and I hope you should do something about this matter. NEW York have many options for food you don’t have to care about my ramblings at all but just so you know this is the roots of the problem if you can’t keep up with the flavor at least with the service. And I’m pretty sure I’m not the only one who might get this kind of treatment...

My family and I visited Venchi last night around 10 PM, and while we expected a refined experience to match the brand’s reputation, the service fell drastically short.

While waiting in line, customers were asked to pre-select cup sizes and pay before even reaching the counter. When my mother politely asked for a recommendation for a flavor similar to Nutella or hazelnut, the staff member’s response was shockingly rude: “We’re not Nutella. We’re 100% better than Nutella because our chocolate is pure and rich in flavor. If you want Nutella you can go to the stores. Nutella is cheap. We’re not.” Instead of guiding us, the tone was condescending.

What followed was even more inappropriate. The same staff member looked at me and remarked about my arms, saying they were “incredibly hairy” and “shocking.” I explained I was half Italian, yet she continued expressing her surprise, making the situation deeply uncomfortable. Such personal comments are unprofessional and have no place in a customer service setting.

At the counter, the atmosphere was chaotic. Staff were visibly stressed, asking each other about breaks instead of focusing on service. When I ordered two cones—one for myself and one for my husband—the employee ignored my second request, serving my husband only a single scoop instead of what we asked for. Correcting the mistake felt impossible, as the staff weren’t listening.

The gelato itself was good, but it was hard to enjoy amidst the dismissive attitude, lack of hospitality, and inappropriate behavior. Venchi markets itself as a premium brand, but this location’s service was anything but. In a city known for excellence in dining and hospitality, this experience was disappointing and unworthy of such a celebrated Italian name.

Venchi should reevaluate its staff training and customer engagement at this Manhattan shop. Until then, it’s difficult to recommend this location to anyone seeking a pleasant or...

Venchi Ice Cream, known for its luxurious Italian gelato and chocolate offerings, unfortunately fell short of expectations during a recent visit. While the brand prides itself on delivering a premium experience, the customer service at their Manhattan location was anything but refined. Upon entering, the ambiance was inviting, with elegant displays and the rich aroma of chocolate in the air. However, the staff's demeanor quickly soured the experience. Requests were met with impatience, and basic questions about flavors or ingredients were brushed off with curt responses. I would even described the team as “lazy and rude,” noting a complete lack of engagement or hospitality . The pricing added insult to injury. Two small cups of ice cream were charged at $19, which felt excessive, especially given the dismissive attitude of the staff. Tourists unfamiliar with local pricing felt taken advantage of, and the absence of clear communication only heightened the frustration. While the gelato itself was smooth and flavorful, it was hard to enjoy amidst the tension. Venchi’s reputation for quality is well-earned in terms of product, but the customer experience at this location was disappointing and unwelcoming. In a market where service is as important as taste, Venchi needs to reevaluate its staff training and customer engagement. Until then, it’s hard to recommend this spot to anyone seeking a pleasant and...