Moo Thru — Restaurant in Virginia

I have been here over 100 times and the ice cream is great but the customer service is the absolute WORST. My mom always gets milk from here because it is fresh, if you return the bottle then you get the $3 bottle deposit back. We have gotten milk here so many times that we bring our own jug and return the bottles immediately, we have NEVER had an issue with it until today. So, Heather was at the front and she had an attitude before we even opened our mouths to place an order. My mom got 2 bottles of milk and told her we would be returning them immediately since we brought our jug, Heather got frustrated and told us we can’t do that and the bottle has to be rinsed out…we told her that the manager at the location has never said anything about us immediately returning the bottles, (we get milk from MooThru all the time!) Heather went to go check and then she said yes, we can return the bottle. My mom and I also got ice cream. We were the ONLY people there at that time! We put the milk into our jug and received our ice cream. We wanted to return the bottles and ask for a spoon for the ice cream in a cup. We stood at the window trying to get Heathers attention for a good 5-7 minutes. We were knocking on the window and going back and forth to the order window and pickup window. Heather was only a few feet away, as we moved to knock on the order window, she would go towards the side, then when we would come to the pickup window to knock and get her attention she would move to the back. All we wanted to do was get a spoon…! It was VERY VERY OBVIOUS that Heather was ignoring us, (I was also recording this if the owner or manager wants proof) finally she came to the window after throwing down her pen and rolling her eyes. We asked her why she didn’t come when she heard us knocking and she started raising her voice & telling us we had to knock on the order window - which we did! But even then it is so rude that she ignored us when all we wanted was a spoon! She was extremely rude and rolled her eyes again, she was aggressive and nearly threw the spoon at me and then slammed the pickup window shut. My mom and I were the only ones there at this time and I spoke to a manager but I can’t help but think Heather was so rude to us because we are Asian, maybe because my mom has an accent? We tried to be polite but she was extremely rude. I don’t know if the owner/manager provides customer service training to employees but I think it would be very very beneficial for Heather especially. There are so many places that sell fresh milk and good ice cream, but customer service really makes a place stand out. I will not be going back to Moo Thru...

So disappointed. My wife and I have always loved this place…. Especially the ice cream. We pulled in on a very busy day. We didn’t notice the speaker and we sat at each car spot for a time because the line was not moving extremely fast. We should have known the speaker was there because we had been there before but neither of us remembered and no one spoke while we were at that particular spot. So, we drove on and planned to order at the first window. We were told we couldn’t and would have to circle around and go through the whole line again. It would have taken another 45 minutes. So we left. I called to complain and the manager on duty said only 1 out of 100 miss the speaker and the owner changed the policy because of how difficult it is on busy days. She then told me the conversation was going to be over. So rude it shocked me. That being said if a policy got changed it sounds like it happens more than 1 out of 100. I may not be smart but I do know treating people that way isn’t smart either. Solution…,make the shakes I want and I’ll wait outside until they are done. Then I can wait and get them when they areready. It may not have helped me at all but kindness would have...

Excellent ice cream, horrible customer service! As a mom of three young children, I am a fan of anywhere that has a drive through, especially when it involves amazing ice cream, which is why I like to stop and get a few pints whenever I’m in the area. I live about 40 minutes away and stopped on my way home today. I had my two youngest children in the back seat who were both asleep. I waited in the drive through and was told they would not sell me a pint in the drive through, only cups, cones or shakes. I have NO idea why it matters! I said my kids are asleep and I’m not getting out, and I don’t want to eat it now. Then they offered me a lid for the cup. I’m not sure what genius thought up that plan or even why that is beneficial, but it certainly sucks for a mom with young sleeping children who was planning on enjoying her ice cream in the comfort of her home after the kids went to bed. Was I supposed to order 10 cups instead of the few pints? I suppose that would have been permitted....not a well though out rule. I will not be going back...