Rita's Italian Ice & Frozen Custard — Restaurant in Philadelphia

Horrible Experience - Smelly Cups and Poor Customer Service. A visit to this Rita's Water Ice resulted in a disappointing experience. The cups used had a strong, unpleasant odor, similar to wet dog and mold, making the water ice and other items unappetizing. Upon returning to Rita's to requesting a refund, staff initially denied being able to smell the issue. After insisting that another person smell the cups, the odor was confirmed. * I asked a patron at the establishment to smell it as I offered to have someone else smell it and they said if I can find someone who will.* A partial refund was the only resolution offered, which was inadequate considering the circumstances. (*Note two items did have a little missing.) The initial denial of the smell and the refusal to offer a full refund for the defective products are unacceptable. This level of poor quality control and customer service is a serious concern. A return to this location is unlikely. Edit for clarification: We bought 5 items for $38.29 at the locations and brought them home, the two items that had missing product was drank through a straw. It was not until we got home and my husband went to eat the ice cream out of the cup, that the smell was noticed. Upon further inspection it was found that all the lids/cups smelled like this. We immediately had the two stop consuming the products and brought them back...

Very disappointed with the service I received here today. I bought 4 small gelatos and asked for a cup holder. The cup holder the clerk gave me were too wide to hold the small cups tightly in place it must of been meant for large smoothie cups. As soon as I picked up the cup holder from the register all 4 gelatos fell on the ground right in front of the register and in front of the young clerk who prepared them. I was able to save 3 but one was lost. The clerk just stood there and watched without apologizing for the extra large cup holder she gave me. I asked of the cup holder was meant for this size cup and she said yes and I showed her how loose they were and how clearly the holder wasn’t the right size. She just stood there silently without offering to replace the one that was lost. Even the customers waiting in line were embarrassed for me and asked if she should replace them but she remained silent until I awkwardly walked away. The young girls working here need to be better trained in customer service. Replacing a small gelato is a small price to keep a satisfied customer and it was super displeasing so much that I will never return here again. Please train your employees to have better...

I come here all the time and the young man I'm about to mention has always been this way... I just wanted to share a recent experience. I was there a few days ago to buy some of the Mint Chocolate Chip Cream Ice (highly recommend it!) The employee Jeff was super kind and offered such great customer service. His pleasant demeanor was infectious. I thanked him and commented about how polite and friendly he is and how I appreciated the great customer service. Once the other customers overheard, they all agreed! Considering how mean and rude some employees can be at any job, it was really refreshing for someone to be so kind and upbeat. There also was a young lady who was outside ripping up weeds and sweeping the area. They really keep it clean. There's a good sized parking lot. There's a really cool small local restaurant next door "The Better Box, Twisted Egg Rolls." And there's a CVS right across the street as well. Highly recommend this location for your ice cream/water ice or Mint Chocolate Chip Cream Ice! Hopefully you'll be lucky enough to have Jeff serve you. If not, most likely you'll still get a nice person who will help you out. Jeff really sets the bar high for...