Jeremiah's Italian Ice — Restaurant in Texas

I went through the drive thru tonight to redeem a free medium treat, and after telling the employee what I wanted, a medium s’mores, she proceeded to let me know that it was possible I would need to pay for the cookie butter crumbles as it’s usually an additional charge ($1.07) but she wasn’t positive. I had already selected “redeem in store” on my phone so I asked her if she could check whether or not I would indeed be charged for the cookie butter crumbles. She asked a coworker who stated that it sometimes charged and other times did not, so then she checked her system and let me know I would in fact be charged $1.07. I told her I didn’t have my card, but to just makes her s’mores anyways without the crumbles and it would be fine with me, as again I had already selected the “redeem” option on my app and I had also made up my mind that the s’mores was the flavor I wanted tonight. So she confirms with me that she would take the cookie butter crumbles option off of her system, scans my phone, and then they make my ice cream as normal. As I am then leaving, I hand my partner the ice cream to hold while I drive. We were driving down Cypresswood and he was giving me small bites when I suddenly crunched down on a chocolate chip. Now, I know that the s’mores does not include chocolate chips because 1. I have ordered that flavor multiple times and 2. Because after asking him “is that a chocolate chip?” We checked the app and the chocolate chips are not a component of the s’mores jelati. So, I’m not sure whether they have someone back there who made my treat without knowing the recipe, which again, at this point should have only been the cookie butter Italian ice, chocolate Italian ice, and the swirl ice cream, OR if they added the chocolate chips as some sort of kind gesture for not adding in the cookie butter crumbles but EITHER way, I am genuinely upset, hence why I’m here writing this 2 star review to an ice cream spot that my partner and I usually love going to. I did not ask for those chocolate chips in my jelati and I wouldn’t have asked for them ever as I do not enjoy chocolate chips in my ice cream at all. If they had done this as a way of saying “we’re sorry we couldn’t include the cookie butter crumbles” then I would have liked to been informed or ASKED if I would have liked the chocolate chips added in, HOWEVER, on the other hand, the chocolate chips are actually considered an add-on too, so I really don’t see why they would say I could not have the cookie butter crumbles but could instead have the chocolate chips. Make it make sense!! And on the other hand, Jeremiah’s should really DO BETTER. If I’m redeeming a reward and it allows me to have a free treat of any size, the pre-made options should honestly be allowed to be chosen without needing to pay for the add-ins that come with whichever pre-made option I am choosing. If I had redeemed my reward through the app, would it have done the same thing and have made me pay $1.07 more, or would I have been able to choose the s’mores jelati as it normally comes without any further issues? Aight anyways, looks like it will be a while before I return to this location. Severely disappointed. I just wanted my...

This location used to be my favorite — the staff were always friendly and helpful in the past. Sadly, that’s no longer the case.

During my most recent visit, the staff were rude, unprofessional, and completely inattentive. While several guests waited at the walk-up window, the employees inside closed the window, laughed loudly, and kept chatting with each other, ignoring everyone outside.

A customer from the drive-thru actually had to get out of their car, walk around, and knock on the window to tell them they had pre-ordered and were still waiting. Even then, the staff didn’t seem to care.

The man in front of me gave up and left after being ignored for too long.

When I asked to speak to a manager, the rudest one just smirked, shrugged, and said she was the manager — with zero professionalism or concern. It was clear that the manager’s behavior set the tone for the entire team, influenced the rest of the staff — when leadership doesn’t care, it’s no surprise the team follows suit — dismissive, unprofessional, and lacking any sense of accountability. The whole interaction felt dismissive and disrespectful, and some guests were treated in ways that made it feel biased and unfair.

Not to mention, the ice cream was overly sweet — much sweeter than usual — which just added to the disappointment. I will be very sorry if such a good friendly joyful location used to be as this one goes downhill. So I hope the management team will take action...

Did I experience racism while spending my money to get some ice cream? I came in today hoping to get some ice cream to celebrate the start of summer, but the experience was disappointing. There were three employees behind the counter who seemed to have no regard for customers—they were laughing and talking among themselves while ignoring people waiting to be served.

This used to be a place known for great customer service, so we were surprised by the change. When I asked to speak with the manager, the rudest person said she is the manager. Her attitude was so poor and it is unfortunate that she is in customer service line. It’s clear that the tone set by the manager is affecting the whole team.

Even the ice cream doesn’t taste the same—it’s overly sweet and not enjoyable.

We were waiting for our order (total of 5) and when the customer who came after us got their order before us, we voiced our concern and they told us because our order is bigger, they want to take care of other first…wow…

I truly hope the owner reads this review and takes action. If things continue this way, it’s only a matter of time before this place loses its loyal customers, which...