Ben & Jerry’s — Restaurant in Virginia

I am writing to express my frustration regarding a disappointing experience at the Ben & Jerry’s location at 4205 Fairfax Corner Ave E, Fairfax, VA, on Thursday, April 24, 2025. I placed a mobile order for pickup at 6:45 PM.

I ordered a specific Ben & Jerry’s ice cream flavor that my 6-year-old daughter and I had recently discovered and loved during a trip to the zoo. The order was successfully placed, and I received a confirmation receipt and order number, with the funds withdrawn from my account immediately.

However, when I arrived at the store, the staff seemed confused and were unable to locate my order in their system. One employee kindly attempted to assist and contacted the manager by phone. When the manager got on the line, he spoke to me without any greeting or acknowledgment of the situation. Despite my explanation that I had a receipt, order number, and proof of payment, he dismissed it and asked me to send a screenshot of my receipt to his phone.

This request felt unprofessional and made me uncomfortable, but I complied in hopes of resolving the issue quickly. Still, the manager insisted he didn’t have the order or the funds and spoke to me in a dismissive and condescending tone. He offered no solutions, investigations, or sense of urgency.

Later that evening, I received a text message from him stating that my order had come through, blaming the confusion on my selection of a 7:00 PM pickup time, even though I had selected 6:45 PM. There was no apology or accountability; instead, he placed the blame on me.

This experience left me incredibly disappointed—not just in the mishandling of my order but also in the unprofessional manner in which it was addressed. What was supposed to be a fun outing with my daughter ended in frustration and tears, and she no longer wanted the ice cream.

I have always associated Ben & Jerry’s with outstanding service and community values, which is why this experience felt so out of character. I hope this feedback is taken seriously and used to ensure better training and professional standards, especially for managers who represent the brand and are responsible for addressing customer concerns appropriately. Take your money and kids else where this was totally...

I came to this location at 9:25 tonight (Friday) to purchase a pint of prepared ice cream from the freezer. Before I could get in the door an employee yelled that they were closed, which was confusing because Google says they close at 10pm. I apologized and said I saw on Google that they close at 10 before turning to leave. That should have been the end of it. Update your business hours. I had no intention of arguing. There are other places. But, another employee snarkily replied “well the door says 9.” If that were the case, I would have again apologized and left, except the door also says 10. So I checked again to be sure I wasn’t seeing things and said by the way, your door says 10, and again turned to leave. The employee responded “no it doesn’t,” like a child. It’s bad enough that you’re not honoring your posted business hours, but arguing with customers when you are being confidently wrong is not a good look. I’m literally standing in front of your posted business hours sign. A. Honor your hours or B. Accept the information, apologize for the mistake, and move on. But don’t try to gaslight your patrons because you want to leave early on a...

We were there yesterday at 9:35 PM (closing time was 10PM). Overall I have no issues with Ben & Jerry's ice cream however the customer service at this location was poor. The cashier told me ice creams on fridge number two next to the cash register were going to be put away because they are about to close in 20 minutes... I was very disappointed as we wanted two flavors from that fridge.... Couple of moments later a group of six customer walked in who were told the same... My question to the store manager or supervisors is why close the store at 10:00 when all of your products are not going to be available after 9:30 might as well just close everything at 9:30... Beside it's not much of a effort to put a butterpaper on ice cream containers as part of closing process. This was totally understandable if it was a full-blown restaurant with...