Kilwins Ice Cream - Chocolate - Fudge — Restaurant in Upper Merion Township

Let’s start by I live in the community and I come here all the time! Always great service and friendly faces! Today was not the best experience and actually the worst I’ve ever experienced. Yesterday I tried the Dubai chocolate not the truffle one.. it taste really good thought ill grab another today as walking by.. maybe a bad decision because someone was not having a good day and decided to try and ruin someone else to make them self feel better if I can add the image of him in this review I will! Tall wearing a black hat short sleeve black shirt tattoo on arm beard first time seeing him here was yesterday but he didn’t help me thank God! I was standing by the chocolates for one he did not greet me fine no big deal.. a girl helped me and she gave me the incorrect Dubai chocolate she gave me the truffle one I noticed before existing came back and explained he came up to the register instead of saying oh I apologize, he said there are two Dubai chocolates that was the first attitude i replied I pointed out the one and I was standing directly in front of it. No big deal right.. he grabs the correct chocolate no box just puts it on the scale and looks at me does not even hand it to me I replied can I please have the box you took the other chocolate out of he rolls his eyes and gives me a big box when they have mini boxes I said that box is too big for this small chocolate he rolled his eyes again and said it does not fit in that box not only did I purchase this yesterday and it fit fine the girl just put it in there are you kidding me he grabs the mini throws my chocolate in there I will make sure to put this review every where I can with his images if I can upload it terrible horrible absurd dude get out of customer service if you hate yourself, people, and your job you are ridiculous and disgusting. I will make sure to tell everyone I know to avoid you if they come here the girls are so nice try being like them and see some professional help for your really bad energy and attitude I can’t believe this experience

I cannot seem to add his photo here I think I’ve described him pretty well date 8/29/25 management team do something about this !! Who knows how many other customers feel...

I've been to several Kilwins locations, and this one definitely stands out for its very generous portions. These were honestly some of the biggest scoops I’ve seen at any Kilwins — super satisfying, especially if you're looking for a treat that feels worth the price. My friend was going to order 4 scoops but ended up going with 3 after seeing how much ice cream they packed in. Just a note: as you go up in scoop count, they reduce the size of each one a bit to make it all fit, which is understandable, but good to know ahead of time.

Flavor-wise, it’s the usual Kilwins lineup, solid, classic options like Toasted Coconut, Salted Caramel, etc. Nothing too unexpected if you're familiar with the brand, but still delicious.

The store was very busy when we visited, and while the staff was kind, respectful, and patient, the space itself could’ve used more attention. There was quite a bit of melted ice cream on the ground, likely from cones dripping in the heat, and with people stepping in it, the floors were noticeably sticky. Not the cleanest vibe, which took a bit away from the experience.

One downside compared to other Kilwins I’ve been to: they didn’t accept the Kilwins loyalty card here. That was a bummer since other franchise locations do honor it, and it’s disappointing when you assume it’ll be valid across the board.

That said, the team here was happy to offer samples (which some Kilwins have stopped doing), and they moved the line efficiently even during a rush. Overall, it was a satisfying stop — especially if you're in the mood for a big, indulgent scoop — and I’d come back again when the...

We specificaaly drove here as the store mentioned online that they are open till 9:30. We however found the door locked when we got here at 9:05. A couple of employees were wraping up inside and saw us knocking the door. They chose to completely ignore us and kept working.

The store must correct their store timings online and at least acknowledge if someone gets there being mistaken on time. Wont come back again.

Edit 1: If you happen to visit my profile, you'll find it quiet apparent that I do not go about giving the restaurants bad reviews. As a matter of fact I have "gone through the effort" of changing a bad review to a good one if only the business houses took trouble to take cognizance of my issue. Yours seems more like a taunt than a cognizance. Moreover, an employee of yours deliberately choosing to ignore me standing outside doesn't translates to an...