Whit's Frozen Custard of Sunbury — Restaurant in Sunbury

We have been loyal to this store for many many years, service and food haven’t always been great but everyone has bad days and we take the good with the bad. I am not a picky person and understand things happen. Until today that is. Our most recent bad experience was too much. We bought a cake not realizing at the time of purchase it had obviously melted prior to our purchase. When we took it out of the bag, we noticed that the caramel was all over the container and the cake was leaning. We actually bought two cakes in this trip, one large and one small. The smaller one had some caramel drizzle on the whipped topping which I assume is the way it should look! The large one was covered in caramel and melted, refrozen ice cream. When we got home (less than 15 total minutes from the time it left their freezer to the time it made it to our table to serve at for my daughters birthday) we immediately called the store and explained the situation, took photos of the larger cake that was obviously melted prior to freezing, and were told to bring the cake back to the store to show the manager. The larger cake was the bad one, the small was in perfect condition. We took the cake back the next day and explained to the young lady working. She agreed the cake was obviously very melted at some point and politely explained how the cakes are made and why they are more likely to melt prior to freezing if not handled properly. She agreed however, this one was very bad, we wouldn’t have even even been able to open it without caramel going everywhere.. she agreed that a refund or store credit was a fair solution after looking at the cake and our photos of not only the cake but all of the timestamped screenshots of our drive showing the exact timeline of us leaving the store to arriving home to making the call. She then called her district manager to learn how to process the store credit and was told that they would not honor me receiving a store credit because according to the staff the cake “Probably melted when my son set it in the counter to run back out to his car to get his debit card”…. Literal seconds this took and they blamed this previously melted cake on that. Keeping in mind, the cake sat in my car for the ride there and back home plus the 15 minutes we were in the store trying to resolve this and the cake didn’t melt so one could assume whenever it did melt it sat longer than that.. we have purchased many cakes from whits and I have never had one melt, even when we set them out to let them soften a bit to be able to cut… never had a single one melt to the point of leaning to one side especially. For them to even say that they all look this way would not be accurate as we purchased two of the same cake, the other was perfect and this was proven with the photos we took. This also was a bit food safety concern for me, how long was this milk product setting out for this to happen?

Of course I take some responsibility for not noticing before we left the store but we were in a hurry and didn’t even think the inspect the cake for it having previously melted. Why would we?!

The way this store handled this customer service was awful. It was very obviously not something that we did and it was purchased this way, even their employees agreed. I have a hard time supporting a business that treats customers this way when there is a concern or a problem. It’s not as if we ate the cake and then called and complained, or even asked for a refund! We called immediately and were happy to accept a store credit and return the cake. Customer service or customer satisfaction was not a priority for them which is incredibly disappointing from someone who has supported this business for many many years. I am sure there are other local businesses would appreciate the business & their customers enough to ensure customer satisfaction. REPLY TO OWNERS RESPONSE * This is 100% not true. That is definitely what you should have done but definitely NOT how it...

The custard is awesome and there are plenty of options to customize with. For instance if you like banana, they can mix banana syrup in with your custard or cut up fresh banana into bite size chunks and stir it up. My husband and I have a debate going on which way is better (it's fresh banana). Can't decide on what to get? Go out on a limb and try the weekly flavor (check online for a sneak peek) or stick with classic vanilla...it's deliciously creamy and full of flavor. One of my personal favorites is the caramel apple whitzer - it's vanilla custard mixed with apple pie filling and caramel swirls. I did try something other than custard once and I'll say the nachos are just as good as going to a movie theater. I've never heard rave reviews about the food items on the menu though, but honestly who really goes to Whits...

Hello,

Tonight, I had taken my wife, her sister, and daughter to Whits. We typically go to Dairy Queen, Whits, Handel’s in Powell and tonight was a horrible experience. The employee at the drive through at 6:30 pm was not helpful at all, our product melted all over our car, and she was not willing to give us flavor options or guide us to a place to help. She immediately closed the window and we asked her to open it as the product was melting and ruining our car and clothing. She thought it was funny. It was a horrible service experience and a worse product experience. The kids working truly didn’t care and that is a shame. I have worked 6 years in ice cream and this was deflating. We will not be going back.

If I could have given this a 0 star review I would...