Charlotte's Ice Cream — Restaurant in Willoughby

Why have lactose free ice cream on the menu if you won’t serve it?? It’s “too hard to use on a banana split?” You served one person in our group it but told me no, I cannot have dairy at all. Definitely not fair. Extremely rude and unfriendly.

Edit to add, I have done it multiple times before with zero issues and I understand that it’s not the same as soft serve and am perfectly okay with it. Just wanted the items that come on the split on time not just a single cup of ice cream. It was incredibly rude and you sighed and gave me a major attitude. Even the people I came with were incredibly shocked. I work in food service and that’s no way to speak to someone. I didn’t want anything extravagant, ice cream in a bowl with banana, chocolate sauce and pineapple on top. I’m sorry that’s a huge inconvenience, I’ve been coming for years but will not be returning anymore for a small accommodation that I have zero issue waiting or paying more for considering I typically love and rave about to other people to come here as well.I live very near by and enjoy the price and convenience, but now will have to be finding another establishment that is willing to accommodate to their customers. There was 4 other people in line that were in also WITH me purchasing items as well who didn’t mind waiting with me. Extremely rude way to respond to a review as well,...

It was my first time getting something here and I ordered the Mint Chocolate Chip flurry. It's my favorite flavor, so I was hoping for it to be good. However, there was barely any mint flavor to it. At first, it wasn't too bad, pretty average and nothing special. By the time I finished half of it, it felt like I was just pouring sugar down my throat with each bite. It left me feeling somewhat sick, although there is only one size, so maybe that was my fault. Since they use actual chocolate chips, rather than pieces or shavings, they get pretty hard in the cold soft-serve. The chocolate was grainy and the taste was mediocre. The chocolate chip to ice cream ratio was questionable, too much chocolate for me. Definitely should not come out of your way to get ice cream from here if you don't live around the area. I happened to stop by since I was passing the store. If you're from around the Willowick or Eastlake area, I suggest you either go to DQ or CP's Cooler (the latter is always my first choice). Unless you're looking for low prices, big portions and a stomach full of sugar, which I know may sound good to some - just not for me, I...

Been to this location twice and both times, the owner acted as if she was annoyed by us. She didn't smile or even greet us when we walked up to the window. Didn't say that thank you either.

I've changed my rating to 1 star due to the response I recieved. I'm sorry you work so many hours but when you run a business it's not professional to attack your customers (which you have done with every concern that was brought to your attention) Clearly you have a hard time keeping up with your work schedule. Maybe you should consider another line of work as it's clearly too much for you or even better, hire someone to help you out. An ice cream shop is supposed to be a fun place to go to but when you're met with a bitter unhappy person behind the window, it's ruins the whole experience and you end up losing customers in the end. It's amazing to me that you're still in business given the fact that every negative review is basically stating the same issues. Hope things get better for you. You're clearly...