Ben & Jerry’s — Restaurant in Virginia

Stopped in after dinner for dessert around 9 to try Ben and Jerry’s for the first time since I haven’t had it from a physical location. When I walked in it took me a moment to decide what I wanted since it was my first time and only one employee acknowledged me. When I asked her a question she was not very friendly, but I brushed it off since you never know what someone is going through. I had stepped out of the store to explain the options to my partner who was outside with our dog and when I came back inside to place an order the girl who acknowledged me had gone to the back and was sitting in the office on her phone. There were still two employees out front who had yet to acknowledge me, one of which walked in the back and also got on their phone and the another who knew I was there, but kept her back to me and continued to ignore me while refilling lids. We left without getting anything and it has put a sour taste in my mouth of Ben and Jerry’s for the future.

I managed several Coke Stone Creamery locations over a span of 5 years and would never let my crew treat customers this way. I understand being tired as you near closing time (although it was 2 hours away for this location) or not being in the best mood ever, but this was just beyond a lack of bare minimum customer service. When your customers are paying a minimum of $7 per item, you’d think at least partial effort...

Ordered an ice cream cake for a birthday. Called on the phone & was told to place order via their on-line form at least 48 hours in advance. We did so and then went to pick up the cake two days later. We were told that there was no such order. When we told them to check again the order was found in their email, which the manager “had problems accessing”. We were told that they could try to make the cake right then, but that they couldn’t guarantee that it would come out or how long it might take. We were offered a free Ben & Jerry’s t-shirt (so we can advertise the shop) and a refund. The cake was for a 12 year old boy who’d been looking forward to his coffee-coffee -buzz-buzz cake for quite some time and you can imagine the disappointment when the cake didn’t materialize. You can also imagine hunting around for a replacement late in the evening (the cake was supposed to be dessert for dinner). Since we had called ahead and then entered the on-line form, we had every right to expect the cake to be made as ordered. If the manager knows there are issues with the email, they should tell their customers when they call, enter orders in a different way and get their email problems fixed. I guess next time I order a cake (certainly not from this place), I’ll be double checking to make sure they...

we came to this ben and jerry’s with a big group of our family—excited, hungry, and ready to treat ourselves. we spent over $100 on ice cream. you’d think that’d come with a little kindness??

i asked for a small cup of tap water, and they gave it to me without issue. later, i politely came back for a refill. one employee turned to ask her coworker, and the girl with braces loudly scoffed, “again??”—like i was being a nuisance for needing another sip of water.

she then told me condescendingly “we’re not supposed to give out water like you’re supposed to buy the bottled one” …i stood there stunned. it’s tap water. from the sink. in a plastic cup they had stacks of. this wasn’t about a policy.. it was about attitude

to make it worse, my aunt—who hadn’t heard any of this—went up a few seconds after and politely asked for water. a worker gave her a dirty look and walked away without saying a word.

she was blatantly dismissed for asking a simple question.

this wasn’t just bad service. it was rude, embarrassing, and totally unnecessary. we weren’t asking for anything unreasonable—we were just trying to stay hydrated on a hot day after spending good money.

if basic courtesy is too much to ask at this location, then to be honest it’s not really a ben and...