Kilwins Ice Cream - Chocolate - Fudge — Restaurant in The Colony

1/5 stars

"Disappointing experience at Kilwins in The Colony, TX. We visited three times, inquiring about caramel apples, only to be told each time that they'd be ready 'today.' However, they never materialized.

The manager, India, was extremely rude and dismissive when we asked questions about the candy apples made behind her. Her attitude was unprofessional and unacceptable.

To make matters worse, India yelled across the store to another employee, remarking, "I don't understand why people write reviews thinking that it's gonna do something." This comment not only showed her disdain for customer feedback but also implied that our concerns were insignificant.

As a customer, it's frustrating to be misled, treated poorly, and belittled for potentially sharing our experience.

Issues:

Inconsistent and inaccurate information about caramel apples Poor customer service from manager India Unprofessional attitude from management Publicly dismissive of customer feedback

Recommendation:

Honestly, I don't see the point in offering recommendations since it seems Kilwins is content with treating customers poorly. The lack of accountability and disregard for customer satisfaction speak volumes about their priorities.

#PoorCustomerService #DisappointingExperience...

1/5 Stars - Disappointing Experience at Kilwin's Colony location

I'm extremely disappointed with my recent encounters at Kilwin's. For three consecutive nights, I visited the store to order a candy apple, only to be told they weren't available.

Last night, I asked employee India about the issue. Unfortunately, her attitude and response were unacceptable. When I mentioned my previous attempts, she became defensive, implying I was lying. I witnessed her ask another employee, who confirmed multiple customers had inquired about the apples. India's response was dismissive, throwing her hands up and turning her back.

The lack of customer service and poor communication is alarming. India's behavior was unprofessional and unwarranted. As a paying customer, I expect basic courtesy and respect.

Due to these experiences, I will not return to this Kilwin's Colony location. I will also share my disappointment with friends and family, advising them to avoid this store.

Issues:

Consistent unavailability of candy apples Poor customer service Unprofessional employee behavior

Recommendation:

Kilwin's management should address these issues and provide better training for staff to ensure a positive customer experience.

Will I return? No

Will I...

3.7 Stars on over 400 reviews should be a warning to any potential customer!!! And it SHOULD be a wakeup call to the leadership team! Maybe they have enough traffic due to location that they just don't care.

I ordered a half chocolate and half vanilla shake. Store policy is SINGLE FLAVOR shakes. 2 different flavors in a cup or two different flavors on a cone is fine....but not in a shake. Make that logic make sense... San Antonio store did it no problem, but not Grandscapes store. I've never, ever, in my life been told no to that request by any ice cream shop ever all across the US! One would think you'd get better service at a high end, albeit overpriced, ice cream shop. When I inquired about the logic of getting multiple flavors on a cone or in a cup and that i was having a hard time understanding the difference the lady said, " We have cameras" then pointed up. Was she fearful of retribution from management by accommodating a customers simple request??? Zero accommodation by the young manager on duty either. He just said "no, we won't do that, it's store policy" then walked away. I didn't order and took my money elsewhere. Ridiculous! If you're looking for a positive customer service...