Venchi Chocolate and Gelato NOMAD — Restaurant in New York

I am disappointed every time I try Venchi. On our most recent visit, we ordered three items: small cup, regular cup, and regular cone.

The assembly line system here requires you select your size and then pay first. You are handed a receipt and moved further down the line and hand your recipe to the person who scoops the ice cream.

We handed off our receipt and she began scooping. She did the regular cone firsts, then the small cup, and then proceeded to argue with us that we had ordered two small cups rather than one small and one regular. The worker rolled her eyes at us and then sharply requested our receipt. We did not have the receipt, she did. She went back to the computer to look up our order, all while there are 30 people in line waiting behind us.

After confirming that we were correct about our order she was short and rude in completing our order.

Aside from this incident, there are several other issue with Venchi— the line system is inefficient. On summer evenings, no one is there for boxes of chocolate and there is no need for one small line for chocolate and one small line for ice cream. It creates a massive bottle neck and there is no system for controlling the line on the street. The cone scoops are also always so sloppy. The scoopers always seem confused by what they are supposed to be doing and are regularly dismissive of guests. Also, there are very few nut free...

Edit: I don't like the followup standard "we're sorry this happened" responses from the company's marketing departments. The correct response should be, "we will be calling the store/s and providing your feedback and ample training to ensure proper etiquette and consumer experience as we are quite* expensive!"

I want to give three stars but I decided against it because of the most important thing is customer service and that immediately is a make or break. And their flavors arent hydrating. They need tea on the menu or iced drinks for that maybe because there's gelatos are so sugary and fattening. You will notice that there hire people that give the smallest taste on the spoons. I wanted to try a few of them but they lost interest when I even wanted to try the second one.

They don't really feel committed to letting you try them so they experience is ruined right away because you feel like you have to select the flavor and move on they weren't even busy. It felt like the people that are serving you are just not wholeheartedly in it to make a good customer service and that ruins the experience. I did choose two large cones and I felt in the end it was too much. So sweet for me too heavy. They even get one star at all because the manager or the woman that was at the cashier...

I went to this branch on 09/19/2025 with my friends for some ice cream, and it was honestly one of the worst experiences we’ve ever had at an ice cream shop. The server, Llaquelin, was extremely rude and unfriendly from the start.

First, they charged us before even serving, which is fine if it’s their policy, but then she kept demanding to see our receipt repeatedly, even though the receipt wasn’t ready because her colleague hadn’t printed it yet. That’s something the staff should handle, not push onto their customers.

When it came time to serve, she gave us noticeably smaller portions compared to other customers — which was very obvious and unacceptable. Her colleague, on the other hand, was polite and served others properly, so it was clear that the issue was with her specifically.

To make matters worse, it felt like we were treated differently because we are Asian. The whole experience reeked of discrimination and racism, which is absolutely disgusting and unprofessional.

Venchi should train their staff better and ensure no customer has to face this kind of behavior again. I would never recommend this location to anyone unless they take...