Icicles — Restaurant in San Jose

I went here yesterday to their “self serve boba bar” and you have to pay beforehand inside to get the cup so me and my friends paid the 8 dollars got the cup from one of the employees there. We got our cups and went outside just to find that they were out of boba and the actual tea itself. Since they were out and we just had empty cups with syrup we went back inside to get a refund or something, only to have the employee there tell us he cant really give us a refund or anything like that but he will give our numbers and name to his boss who would then call us about it?? So naturally I asked if he could just call his boss/manager right now, to which he just stood there and didn’t really respond. In the end me and my freinds gave him our numbers and names, so hopefully his boss will call us eventually and give a refund or something. I understand that machines break and things run out but then why didn’t any of the employees let us know they were out of the boba AND tea when we went inside to ask how to use their self serve boba bar? We were so excited to try their fun new concept but left quite upset and just disappointed. Most likely will not ever be coming back here and wouldn’t recommend. Also I tried calling earlier in an attempt to follow up, but I guess nobody bothers to pick up the phone here.

Update I’ve tried calling multiple times, no response, boss has not called me or any of my friends. Ended up disputing the charge...

While the ice cream here is great, it was a huge disappointment coming here tonight as far as customer service: at 10:15 we arrived and put in our orders. One of the lads allowed his friend to cut the line and served up his ice cream first and then proceeded to spend over 15 minutes at the register talking to his friend and his friends girlfriend rather than helping the other two guys making the orders. There were 8 people waiting for their ice cream while this was happening and there was increasing frustration about this.

The feedback I would give is 1: whether they are your friends or not, they need to wait in line like everybody else (especially on a busy Friday night, so close to closing time). And 2: if you want to spend over 15 mins talking to your BFF rather then serving customers, then take a 10 min break and get out from behind the counter. This behavior is not only unprofessional and reflects poorly on a good business with a great product.

With that being said: kudos to the two guys who were , despite this, still diligently working hard to fulfill orders and doing their jobs. Those boys...

TL;DR Horrible ordering system, but ice cream flavor on point.

Expect to wait... multiple times. Wait outside in the long line until you get to the register, which is right by the door. You order the flavor and any mix ins with the ice cream, but not the toppings. Once you paid, wait in the crowded store with your ears perk up...trying to listen for your name being called at one of the stations, where they mix and roll the ice cream infront of you. Then, wait one more time while they hand off your rolled ice cream to another person that will get you the toppings. All the while trying to shovel your way from the front of the store to the back.

No limit toppings? Heck yes. Except the customers infront of you are indecisive and makes the server go back and forth to the topping stations multiple freaking times. Now that is finally your turn and have your cup of ice cream in hand (and hopefully with a roasted marshmallow sticking out), you need to make your way back to the front through the seas of people to gtfo. All the while everyone that's still waiting for their ice cream look at yours with...