Smitten Ice Cream — Restaurant in San Jose

On one visit, I placed an order and specifically requested that my ice cream be made more frosty. Instead, it was served very soft, almost liquid. I also noticed that instead of giving me full scoops for a large order, the employee (a young woman, Asian, with white-dyed hair) split one scoop into halves, so instead of three full scoops, I received less than I paid for. When I asked her to redo it, she insisted it was “part of the recipe” to serve half scoops. This had never happened to me before, even though I come to this location almost every weekend. That day, I let it go.

The following week, I returned, and the same employee was working along with her manager. As soon as she saw me, she loudly said, “He’s back!” and immediately prepared my order again with half scoops, clearly intentional. The ice cream was also liquid instead of frosty. I asked another staff member to bring it to me, and he kindly remade it properly—putting on gloves and preparing it the right way. I appreciated his professionalism.

However, I then witnessed this same employee and her manager deliberately discarding two full scoops and replacing them with halves again. Because the counter has glass windows, I saw this clearly. When I pointed it out, the manager told me they fell on the floor—an outright lie, since I saw them intentionally throw the scoops away. Both the employee and manager then laughed, argued with me, and continued insisting that “it’s the recipe.”

This behavior was disrespectful, wasteful, and extremely unprofessional. I have been coming to this location regularly with my family, but this repeated treatment has completely spoiled my trust and I will no longer visit if such conduct continues.

I ask that this matter be addressed seriously. No customer should be targeted or treated with such disregard, and wasting product under the excuse of “recipe” while lying to the customer is...

I was previously enchanted by liquid nitro ice cream and used to go to the OG location in Mission - it was located in a cute outdoor area, much like this one. What I like about this chain: they have fun flavors like basil or mint mojito. But most of all, they have fruit flavored ice creams like watermelon and peach, flavors I see a lot more as sorbets.

Secondly, they use quality ingredients that are not as artificial. My friend who used to work here warned me against ordering the coffee ice cream at night because they use actual, powerful espresso beans 🫘 in the mix. Luckily, I am immune to caffeine. Their waffle cones also contain Meyer Lemon 🍋. It's one of those things you don't notice but once you know, you can't stop noticing it in every bite. I was informed of this fun fact because she was trying to explain to me what a pain these were to make and that she would not be making anymore for the day!!

No matter, it's more the fact that she told us to visit and then was gone for an hour "buying olive oil" and then the other time, she shut down the store because she thought they were out of nitrogen cans 🥶 only to find out otherwise the next day. She no longer works there but the point is I don't think some of these employees are that on top of it. For example, say...there is a flavor like banana walnut and they ran out of walnuts but they won't tell you when you order and just hand you banana ice cream. I think there's a chance we would have ordered something else...

This is my favorite ice cream shop in the bay area. Smitten ice cream is very unique because of the smooth texture, prepared right infront of you using liquid nitrogen. You may see a huge line at 10pm, 11pm.. but the wait times are low because they have enough machines and ice creams are made in few minutes. It tastes so good, that once you are used to this ice cream, you don't want to go to those traditional frozen ice cream shops. Although it is a chain, they seem to use really fresh ingredients instead of cutting corners.

I have tried all the regular flavors Vanilla, chocolate, cookie dough .. Chocolate ice cream is the best but don't underestimate vanilla. They have some seasonal flavors too like sweet corn, Blueberry crisp. Unlike other ice cream shops, It is not possible to get two scoops of different flavors. They also have trios for $8.00, like Chocolate Ganache trio -- 1 scoop of chocolate ice cream with brownie and sauce.

Initially, they launched at many locations, but later they cleverly scaled back, by keeping only those stores that are in prime locations and generate continuous revenues(like santana row) and closing stores like wholefoods los altos.

This ice cream is pricy but worth it because of the smooth texture, taste and all the fresh...