Eats 'N Sweets — Restaurant in Pocono Township

2 stars only because the ice cream is delicious. I really wanted to love Eats 'N Sweets, especially since our family in the Poconos has visited a few times before and often brings a group of kids who are always excited for ice cream. Unfortunately, each visit has become more disappointing, and the attitude from the staff particularly the owner’s wife has grown increasingly rude, both toward customers and even their own employees.

On our most recent visit (my first time), we came with seven kids yes, seven, all excited for a fun treat. As I was placing an order for my partner and I, I ordered ice cream, and the young lady asked if I wanted soft or hard ice cream. I wasn’t sure, so I politely asked what the difference was. Her response? “Exactly what it sounds like one is hard, and the other is soft.” No explanation about texture, taste, or how they’re served, just a dismissive answer that made me feel uncomfortable asking a simple question (I had to ask my partner's sister-in-law, if she got hard or soft Ice cream) SMH. Then, I asked if they had ice water. I was told they only offer bottled water (which was fine), but when I asked if I could get a cup of ice, they said yes. The issue arose when the owner, who wasn’t even at the window but somewhere in the prep area, loudly yelled across the store to charge me for the ice. It felt unnecessary and embarrassing. I calmly replied that no one was trying to get anything for free. The teenage employee responded, “I’m charging her,” and rang up the order. In my opinion, for a place that serves families and kids, a little patience and willingness to explain would go a long way.

Once our order was ready, I received the cup of ice and the ice creams but no water. After sitting down and realizing the water was missing, I went back to the ordering window. I had to knock because no one acknowledged me as I stood there. When someone finally came, the young lady said curtly, “I’ll be right with you.” I told her I never received my water, and she snapped back that I hadn’t asked for it, so she didn’t charge me. At that point, I was frustrated and just said, “Forget it.”

To make things worse, when one of the babies started making a mess with their cone, we kindly asked for a cup to help only to be met with more attitude and a reminder that there’s a sign saying they charge for cups. Again, we weren’t asking for anything for free, just trying to avoid a meltdown and a mess. The assumption that we wouldn’t pay or were trying to get over on them was insulting.

What really bothered me was when I went inside and asked who the owner was. A young lady pointed out her father (who glanced at me but said nothing), and when I asked about the woman in the back, she said, “That’s my mom.” Both of them heard me ask and clearly saw I was upset, yet neither came over to ask if there was an issue or if I had any concerns. That silence spoke volumes.

This is supposed to be a fun spot for kids and families, but instead, we felt judged, disrespected, and unwelcome. I sincerely hope the owners take some time to reflect on how they treat paying customers especially families just trying to make happy memories with their...

I am writing to share my recent experience at your establishment, which, unfortunately, will be my first and last visit. My children and I frequently pass by your location, and the sign always catches our attention. After much anticipation, we decided to give it a try. My children were especially excited upon arrival, but unfortunately, our experience did not meet our expectations. To begin, the prices seemed fair, and there was a wide selection of ice cream flavors and toppings. However, there were a few issues that significantly impacted our visit. We had a playdate scheduled, so I made sure to inform the cashier that all of our items were to-go. I ordered hot dogs and cheese fries for my 3y.o and 5y.o. My 3-year-old does not like mustard, so I specifically requested a hot dog with just ketchup and another with mustard and ketchup (which is clearly noted on the receipt). Issue 1: Incorrect Order and Customer Service Response
After about 15 minutes, we received our order, and upon reaching the car, I realized that my ice cream flavor was incorrect. I immediately returned to the window to inform the cashier of the mistake. The cashier insisted that the flavor was what I had ordered, as it was reflected on my receipt. I explained that this was not the case, and if I wanted to correct it, I would need to pay for a new one. Fortunately, a manager overheard the exchange and kindly allowed me to swap the flavor at no extra charge. Issue 2: Incorrect Food Order
Upon arriving at our destination, about 35 minutes away, I discovered that my 3-year-old's hot dog was made with mustard, despite my explicit request for ketchup only. I called the store to report the issue. The employee who answered the phone was unprofessional, scoffing at my concern before passing the call to a male employee. During the conversation, the male employee argued with me, cutting me off mid-sentence and insisting that he remembered making the order correctly. He claimed that the error was my fault because I did not correct the order when it was read back to me, even though the cashier did indeed read everything correctly. The issue was that the food was made incorrectly, despite my clear instructions being listed on the receipt. To further address my concerns, he offered me a virtual coupon, which I never received. However, I do not intend to return to your establishment. Other Observations
Throughout our visit, the overall customer service was lackluster. The staff appeared disinterested and disengaged, with no smiles or warmth. For example, when my 5-year-old expressed that he wanted “blue ice cream,” he repeated it multiple times to the cashier, who showed him two different blue-colored options. Despite this, two out of three of our ice cream flavors were still wrong. Given the positive reputation I had heard about your establishment, I expected a much better experience. Unfortunately, this visit left me thoroughly disappointed, both in terms of food quality and customer service. I hope you take this feedback into consideration to improve future customer experiences. Attached is the photo of the hot dog that supposedly was made with just...

Stopped by with my family on Father’s Day and ordered some ice cream we were super excited to try this place since the new owners reopened it and when the woman with the dark hair handed me my ice cream it rolled off my cone onto the floor so I turned to hand it back hopeful she would remake it and she in a very loud voice said this is why we don’t chocolate dip and slammed the window. I was shocked and had no idea what just happened. Instead of her explaining nicely that they were not able to chocolate dip a certain ice cream and maybe that’s why it rolled off my cone she basically scolded me and then when she came back to the window and I had asked can you at least then put sprinkles on it since I paid for the chocolate she again in a loud voice yelled no then I’m double dipping and there are no refunds and slammed the window shut. Then my husband ordered a flight which is 4 kinds of sample ice cream in a container and he found a black hair in his chocolate ice cream so he went up to the window to ask for a refund and they again no refunds we will remake it! Well at least they offered that, but maybe be a little more careful with wearing hair down so that it’s not contaminating someone’s food. Professionalism and courtesy go a long way and we received none of that . I hope going forward you will treat and serve people better with your customer service and practice better food handling when it comes to serving your ice cream. Attitude is everything! We are glad you have cameras! It’s funny that a family of 3 stops by for a simple happy Father’s Day outing buys 3 ice creams then accused of taking “5” and then is banned for being honest. We all have bad days but if you explain to the customers why things can’t be ordered a certain way and or practice food safety when it comes to hair it would have bettered the situation. I hope going forward other customers won’t have the same experience that our family did. Have a...