We took our small family to Deja Moo on Sunday for Mother’s Day (05/12.) The first time we went back in 2021 was a great experience! This time, however, was quite the opposite. My husband and I both have prior experience in customer facing and food service industries, so we GET it. Especially working a holiday. The service we received was very disappointing.
We asked about if it would be possible to serve the ice cream in a way where the four of us could share from one dish. They didn’t know, but there was also no effort to find out by asking another staff member more familiar with the menu, or even suggesting a different option.
While waiting in line and looking at ice cream options, a staff member said “excuse me” and walked on the platform in front of the display case and wedged herself in between us and the counter to change signage. It was awkward.
The staff were more interested in talking to one another than actively listening. This resulted in having to repeat four different times which kind of ice cream I wanted. In addition, my husband asked for no nuts and was almost given ice cream with nuts on it. Thankfully this was only a matter of personal preference, but I would hate to see what would happen if it was allergy related. The staff laughed about it and said “he asked for no nuts!!” and so it was remade, which seemed a waste since all they had to do was listen the first time the order was given. My husband also had to repeatedly ask for “one scoop” because the girl we spoke to kept saying “huh??”
When ringing up our items, my husband had to repeat himself multiple times again what our order was. I’m not for sure how this was so confusing. I tried to help by lining up the items so she could see what we were purchasing. While checking out, my son saw some toppings that he got excited about, so we asked about adding those. The girl said “ok” and finished ringing us up. We waited as they finished preparing my portion (and asked again what flavor I wanted) and when it seemed she had already forgotten about the toppings, we reminded her. While eating, and running the register, she grabbed a paper cup and began to scoop a portion out. The paper cup wasn’t working, so she used her bare, un-gloved hand to grab the candies and put it in a cup to hand to us. This was beyond unhygienic and so my husband said “I’m sorry. You just grabbed that with your hand. Can you please get me a different cup??” She did so, and that was the end of that. No clue if the candies were an extra charge or not.
And finally, while sitting outside on the patio, the same girl that rang us up walked out a few minutes later to greet someone in a vehicle behind where we were sitting. While we couldn’t hear what she was saying, it was evident that she was talking about us as she and the driver of the vehicle looked straight at our family multiple times throughout the conversation. I had my back turned to them but could see in the reflection. My husband was facing them straight on and saw the same things I did.
I’m so beyond disappointed. The ice cream and brownie treat were delicious. It’s such a cute little shop, but this experience is enough to keep me away for a long time. I like to think I am an exceptionally patient and forgiving person. I typically give much leeway with food service staff and try not to complain about these types of things, but I feel this particular circumstance justifies my frustration. We spent $30 for a small, special outing only to get bad service and judgmental looks...
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