Venchi Chocolate & Gelato UES — Restaurant in New York

I had a deeply disappointing experience with Venchi USA that I feel compelled to share. I attempted to place a time-sensitive birthday gift order through their website, only to encounter multiple issues: • Website Malfunction: The site failed during checkout, yet my card was charged. The pricing calculations were incorrect, and the discount I was eligible for was not applied. Despite providing screenshots and detailed explanations, the issue was never acknowledged as a fault on their end. • Poor Customer Support: I reached out multiple times—via email and their contact form—but received no timely response. When they finally replied, it was nearly 48 hours later, well past the window to resolve the issue in time. Their responses were dismissive and lacked any real effort to help. They mentioned that they were focusing on this of the several issues I faced, still their intial response came after 48 hours and all other responses took at least 3 hours for something which they agreed was time sensitive. • Lack of Empathy: Despite clearly stating that this was a birthday gift and time-sensitive, the representative showed no urgency or compassion. There was no offer to expedite shipping, no apology for the inconvenience, and instead, I was asked to place another order and wait for a refund—without any guarantee or resolution. • No Accountability: Venchi USA failed to take responsibility for the website glitch or the incorrect charge. Instead, they deflected blame and asked for more information that had already been provided.

This experience has left me frustrated and disappointed. I expected better from a brand like Venchi. I will not be ordering from them again and will be sharing this experience across platforms to ensure others are aware of the risks and double check the amount they are charged and also be aware that the order still might never get placed with no information or confirmation provided.

Update 09/17/2025 - So this person below from Venchi replies offering to help. But as should have been expected, has not even bothered to reply to 2 of my emails sent to him directly. Received another long email from them to justify the situation but no solution.

This trend of deflecting issues and not providing logical solutions is quite apparent in how customer complaints are handled by everyone and seems it starts...

The guy working today was out to lunch mentally. He asked me if I wanted to try any flavors. I said tiramasu and chocolate please. He gives me the tiramasu and then checked out. I go can I please try the chocolate too? As I point to which chocolate. He reaches for a chocolate on the other side of the case. I finally go okay can I please have the tiramasu and hazelnut chocolate. He reaches for some chocolate ice cream. I really thought I was being punkd. I had to correct him again. Then he reaches for the wrong flavor for the second one too. I had to correct this guy 5 times overall. He's definitely missing a few marbles. And I had to wait a year for him to get it in the cup. Literally the slowest place I've ever been to and there were only 4 people in there. I can't imagine what this place looks like with a line. This place is CRAZY overpriced. It cost over $20 for 2 2 scoops. Lastly, the gelato itself I would give 3 stars at best. Not great tasting. Anyone looking for gelato go to Anita Gelato on 81st and 2nd. Their line around the corner moves quicker than the 4 people in this place, staff is intelligent, it's cheaper, and WAY...

If you’re looking for a scoop of heaven on earth, Venchi is the place to be! From the moment you walk in, you’re greeted by the rich aroma of chocolate and the dazzling sight of cascading chocolate fountains — yes, fountains of chocolate! But the real showstopper is the gelato. Creamy, velvety, and packed with bold, authentic flavors that taste like they were handcrafted by dessert artisans.

The variety is impressive — classics like pistachio and stracciatella are elevated to new heights, while unique flavors like Cremino and Gianduja transport you straight to Italy with every bite. Each scoop is perfectly balanced, never too sweet, and the texture? Pure silk on your tongue.

But Venchi doesn’t stop at great gelato. Their service is warm and welcoming, with staff happy to offer samples and help you choose your perfect flavor combo. And don’t even get me started on the chocolate-dipped cones — crunchy, rich, and just the right amount of indulgence.

Whether you’re a chocoholic, a gelato purist, or just someone with a sweet tooth, Venchi is a must-visit. It’s not just ice cream — it’s an experience. Treat yourself....