Kilwins Ice Cream - Chocolate - Fudge — Restaurant in Texas

I’m going to start by saying I used to like it here, I usually go to stablishments that are community based. But the thing is when I paid 14 dollars for ice cream today it seemed their technology had an issue and they said my payment didn’t go through. Then I logged in into my online banking and called the bank to make sure, and it said the payment went through. I Said I’m going to sit outside while you figure it out on your system. The owner came outside said : I’m probably spending money I don’t have; they don’t seem to know how online banking works, then proceeded to ask my id, my picture and my phone number like I was running away stealing 2 cups of ice cream I just didn’t want to pay twice, obviously. I was sitting there trying to tell them the payment went through. After going back and forward I paid a second time. Which online banking showed went through but in credit card statements it usually shows a pending on the top. Transactions made in physical stores may show as pending until the merchant submits the final transaction details for processing. But it’s a tool for online banking to see what transactions were made. The owners told me I’m spending money I don’t have and treated me like idk how to check my balance or read it. I think they are the ones not well informed about their transactions when it’s their credit card machines that don’t work properly. Whole time they wanted to tell me I was in the wrong. Finally instead of enjoying the few hours I had with my kids and eat ice cream before I had to go on a trip. I spent an hour solving this between the owners and my bank. Left a bad taste in my mouth. She said if I was charged twice to come back and they’ll refund me, I was showing them my statement that said went through, what was she going to need to give me a refund? it’d have been a nightmare. I’d have to get a letter from my bank to prove 14 dollars went through twice? Jeez anyways had to call the bank again to make sure the second transaction was canceled as the first one did go through. So just check your statements to make sure you’re not charge twice if their machine taking to long to process a payment. And if you showed them the payment went through they might still tell you it didn’t, and insult you in the process. Anyways what a great way to enjoy my day. Edit to add: this was both managers husband and wife that handled this situation very poorly, the several snide remarks were definitely not necessary cause in any way I disrespected them, I showed them transaction went through even received a bank notification that I was charge, making the wrong assumptions against me could also have been a human error, but once you realized that wasn’t the case that I wasn’t playing tricks, I expected some human decency on your part, to make things right, for making me go through a very sour awful moment. I was outside waiting for them to resolve the issue, instead it was me that had to fixed their mistake. Very disappointing on this family owned business so unfortunately their ice cream is not worth for me to come back seeing how they resolved their issues with the clients. Very rude.

Edit to add: in no moment they told me to give them my information to resolve the issue, the owner said he needed my information: my ID and my picture taken, because I didn’t make the payment, now I understand you want to look ok, but that just simply isn’t true. I showed my credit card statement to show it went through and your husband said: maybe you’re just spending money you don’t have.

The whole situation could have been handled differently, but still refuse to acknowledge your mistake. Your response is very much not an honest one. Definitely more terribly disappointing, now given this unfortunate situation I don’t think I can recommend your business anymore.

0 stars for conflict resolution, 0 stars to their very dishonest response. 0 stars for failing to own their mistake and apologize properly. 0 stars for their management.

Wish you luck as well with your business, definitely won’t be wasting...

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