Rita's Italian Ice & Frozen Custard — Restaurant in Pequannock Township

During a recent visit on August 29th 2025, my friend collapsed into my arms as we were ordering and clearly needed emergency help. I was frantic, screaming and asking staff repeatedly if they had called 911. Nobody answered me. Another customer behind me said he was calling because staff was not responding to me as I was screaming for help. Eventually I saw a staff member on the phone, but instead of reassuring me, she asked while she was on the phone with 911 “is this a medical emergency?” Unbelievable.

In that moment, it felt like staff froze and failed to communicate. I was left unsure if anyone had actually called for help, which made the situation even scarier and more chaotic.

After the emergency, I returned to the counter to request the ice cream I had already paid for and water for my friend before she went into the ambulance. Staff provided the water but ignored my repeated requests for the ice cream, which added unnecessary frustration after an already stressful situation

Afterward, I emailed management about what happened. They initially replied, but then stopped responding completely. To me, that shows a lack of accountability and concern.

In my opinion, this was a dangerous and unprofessional response to a medical crisis.

I live very close to this establishment and will...

Nothing against the food or quality. They always have the best stuff. I'm upset that I came on a Saturday night in the middle of the summer, with 2 minutes left, and they couldn't serve a quick item to 1 person? No line, literally had lights on and everything. I get that these are high schoolers, but I made eye contact with the employees and saw them not only hide from me, but also spoke to one of the employees throwing the trash out who said it was okay to be served. Waited the 2 minutes until closing, and then just left. I was recommended this place by a friend, but I'll just avoid this location from now on. Very disappointed, and this is only the third time I've been there and haven't gone there that...

I have been going to this location for the last couple of years and always had a pleasant experience. Within the last 6 months or so, I had 3 unpleasant experiences, including staff speaking baldy about other customers and myself as well. I don’t think they realized how loud they were being, but regardless, it should have happened. The first two bad experiences I brushed off, but the third time was the last straw. I will no longer be going to...