Ben & Jerry’s — Restaurant in Philadelphia

Update: I have changed my star rating to reflect how management has handled the situation. They have reached out to me, and apologized for my experience. They have refunded my card fully. She has initiated a training, to take place next week to make sure all of their employees are knowledgeable on the ice cream cake process. I applaud your leadership, and look forward to my next, Ben & Jerry's experience. Thank you!

Euphoria does NOT await. I ordered a cake over a month in advance for a bridal shower and it wasn't ready upon my scheduled pick up time. I had to go out to pay the meter again while waiting. I had to wait nearly 30 minutes for them to "complete" the cake. When they were finished, it was missing the toppings I ordered. I didn't have any more time to wait for them to fix it.

Fast forward to my drive home, I hadn't considered they had this cake sitting out to be written on. It melted pretty good on the way home, even in a cooler with ice.

What really makes it all worse is the terrible communication and customer service I received. I had to call several times to confirm my order. The first time I called, I was told I'd have to have my cake cut in half and put in to 2 boxes as they were out of large boxes. I called back the next day to talk to a more knowledgeable associate and was told to call back later they were too busy. Call later on that day during business hours, no answer. Email the store and the email account is no longer active. Call back again and asked for a manager. The woman on the phone was insistent on helping me. She said I had to change a flavor of ice cream due to availability, but that they now have large cake boxes available.

All in all, it was a quite disappointing experience- especially since I tipped in advance, I'll never...

I have been coming here regularly recently because this is one of the few ice cream spots I know of that offer fresh NON-SOY VEGAN ice cream.

Yesterday March 27th, 2024 around 6:20pm, this EMPLOYEE was SO RUDE and actually COMBATIVE!

I was surprised because the employees here are usually welcoming and friendly when I’ve come here. She wanted to keep mentioning a SHAKE, even though I clearly said I wanted the LARGE 3 scoops in the plastic cup.

After she scooped the bowl which I didn’t want, she wanted to try to PLOP it into the plastic cup and I said “No, I want it newly made!” Doing that would mess the integrity of the ice cream and the setting of the toppings (which they could be more generous with).

I was so unhappy I returned to the restaurant the next day and told the manager Silvia about this employees behavior. She made me a new one PROPERLY but I just don’t know if I’ll keep coming here anymore and probably look for another spot because upon reading all the reviews it seems this has been an issue in this establishment for years now which is why it’s probably EMPTY usually because the locals have learned not to go there.

The ice cream is TASTY but this experience really turned me off. I would FIRE any employee that literally said not once, but TWICE that they “DON’T CARE”! Don’t care on unemployment then! Shoot!

I think the only reason some come here is cuz this is the only Ben & Jerry’s for over 20 miles and in the whole city. What a shame.

This is such a prime spot near the universities and a lot of other establishments but a business will lose the money they don’t make.

I’ve been in the serving industry a long time and would NEVER treat a guest this way! You are being PAID to...

I don’t understand how hard is it to get great customer service when you come into this establishment. I’ve been living around here for over 20 years. This Ben and Jerry’s has been far way better than it is now. It’s been 10 years since I haven’t been here so I decided to give it a chance again. First off you don’t even know if the location is open because of the cloudy dirty windows when you walk up to this establishment. Upon entering, no one greets you at all, which is perfectly fine because I expect that from this generation compared to the generation before that who actually take pride in whet they do. I have a business and my employees enjoy doing their job. This is why a lot of companies are hiring older people who have great experience to work for them because the younger people feel as though they’re entitled. I asked the young lady if I can have the ice cream wrapped and she said oh we don’t do that which is very odd to me. What if I was taking it home to my kid. I’ve been here before and had my ice cream wrapped up. She seem like she didn’t wanna be there. From the looks of her keep coming outside tells me I was right. If you don’t want to be there then find another job and let someone else have that. This is why other cultures are coming to take the jobs because they want to work. They appreciate what they have. I will continue to patronize cold stone because they actually make sure you get great service as soon as you walk...