Venchi Chocolate & Gelato Columbus Circle — Restaurant in New York

I recently visited your location at 1796 Broadway, New York, NY 10019, at approximately 10:20 PM on Sunday, November 24, 2024. Unfortunately, my experience was marred by unprofessional and rude behavior from the staff, particularly Daniela (male?) and another team female member.

Upon arrival, we asked Daniela if we could sample some gelato flavors before ordering. During this interaction, we assumed Daniela spoke Spanish and addressed them accordingly, but they responded with an attitude that suggested they did not understand us and continued speaking only in English. This initial encounter felt dismissive and unwelcoming.

When we were ready to order, Daniela abruptly yelled at my mother-in-law, saying, "Lady, pay first." They then handed off the order to another team member, who seemed irritated throughout the process. My mother-in-law ordered two flavors for a large cup, unaware that a large allows for three flavors. When we realized this and my husband requested a third flavor, the female staff member reacted with visible annoyance. She removed some of the gelato already served in the cup and begrudgingly added the third flavor. This unnecessary action, combined with her attitude, was uncalled for and frustrating.

When it was my turn to order, I asked to sample another flavor before deciding on two or three flavors. Before I could even taste the sample, the same staff member asked, "Are you ordering two or three flavors?" in an annoyed tone. I explained that I would decide after tasting, but she repeated her question impatiently. This pressure to decide prematurely was unprofessional and made the experience unnecessarily stressful.

Adding to the discomfort, I overheard Daniela speaking perfect Spanish with the other staff member. Their earlier behavior—pretending not to understand us—was deeply disrespectful and offensive.

To compound matters, when I confronted the staff about their behavior, they laughed and yelled something as I left. Spending nearly $40 on three gelatos should have been an enjoyable experience, but instead, I left feeling disrespected and upset by the lack of courtesy and professionalism.

I strongly urge Venchi to address this incident and provide your staff with proper training in customer service. Behavior like this is unacceptable and reflects poorly on your brand. I hope my feedback will be taken seriously to prevent similar experiences for other customers.

Thank you for your attention to...

TL;DR: Despite being a long-time fan of their gelatos, the service has deteriorated. I was charged a tip without consent, served poorly handled gelato, and was asked to move unnecessarily while eating inside the store. Overall, a disappointing experience.

Details: I have been a long-time fan of their gelatos and unique flavors, but their service has significantly declined as they've grown more popular. During my recent visit on Saturday, I was charged a 20-25% tip without my consent when I used my contactless card before the tip screen appeared. It would appear that their software defaults to a high tip % if you use the contactless before the tip screen appears. When I pointed this out, the staff informed me that refunds were not possible.

Additionally, the gelato I was served was poorly handled. The second scoop was falling off the cone, and I had to transfer it to a cup to avoid a mess. The gelato was over-melted, making it a messy experience, and the staff showed no concern.

To make matters worse, while it was raining and the patio was closed, my friend and I stood inside the empty store to eat our gelato. A staff member asked us to move so they could clean the area, and we did, but after 10 minutes, it was clear they had no intention of doing so, as they remained behind the counter.

I understand that managing a busy business can be challenging, and I don't want to come across as overly critical. However, being charged without consent, served poorly managed gelato, and being unnecessarily asked to move doesn't constitute a...

I am a Venchi fan and live near Columbus Circle, often coming here after workouts to buy chocolates. Tonight, I picked out some chocolates as usual and lined up to pay. The experience was great up to that point—the gentleman who helped me at the register was friendly and professional.

After placing my chocolates in the bag and heading out, I was unexpectedly called back at the door. Turning around, I saw everyone in the store staring at me. A man near the ice cream counter, with a stern and cold expression, asked, "Excuse me? Did you get chocolates from the chocolate bar?" I took off my headphones and, seeing his suspicious look, realized he was questioning if I had paid. I told him I’ve already paid at the corner, and the cashier who helped me confirmed, “She already paid.”

Despite this, I felt offended. The man who stopped me barely acknowledged the misunderstanding, saying “Ok, thank you,” with a cold, suspicious look, no apology, not even a smile. It was the first time I’d been accused of not paying in front of a store full of customers and staff, with no apology or even basic friendliness that one would expect in customer service. Leaving the store, I felt extremely uncomfortable and hurt by his demeanor.

This experience has given me a very negative impression of this store and the brand. Venchi markets itself as a high-end chocolate store, so it's disappointing to encounter this kind of treatment. I can’t help but wonder if I would have been treated this way if I weren’t an...