Burlingame Dip — Restaurant in Wyoming

To Mrs. Burlingame Dip: I felt it necessary to write another review to respond to your reply (excuse) for the poor service that was received. I don’t typically write reviews for businesses unless the service was truly noteworthy or if it was truly bad. I am sorry to say that my original review was honest and that was what happened, other people witnessed it. If any of them read this and feel compelled to do so, I would like to encourage them to review your business as well. Unfortunately, I know that this is not the first time something like this has happens as many other people have had similar encounters with you specifically. However, I do recognize that you are capable of providing good service, because there are plenty of good reviews here as well. But unfortunately yesterday was not a good day for you, I take it. Now, if receiving an eye roll while deciding on an I cream flavor is accommodating our request, then I feel like you don’t understand what it truly means to be accommodating. If you don’t want to work for the last 5 minutes before closing time then close your business at an earlier time. But don’t take it out on the kids that are just being kids and enjoying their delicious treat. I understand you are trying to take care of your tables, and I can respect that, but you didn’t even give the parents an opportunity to discipline or say anything. You had already yelled at them. I think this whole situation could have been handled better. Anyways that will be the last time we will go to your business. Which in the end is probably what you wanted. My review stands...

My original 3 star review is below, I have updated it to 1 star after the response from the owner containing little empathy and no apology for their customers. I have visited several other neighborhood ice cream spots this summer where we were valued and treated with kindness. Getting ice cream is supposed to be fun for people of all ages! I will never return to Burlingame Dip under its current ownership.

Original review: We have been coming here for years and have always enjoyed the great ice cream and kind service. Unfortunately during our past few visits, the kind service seems to be disappearing. Every time we end up at the window with the woman with dark hair and glasses our ice cream outing suddenly becomes less fun. She is horrible at taking orders, never seems to understand what you are asking for, and gets nasty when you ask for something extra to be added to a menu item. We aren’t asking for anything complicated, just simple “extra Oreos” or “add strawberries”. Last night was especially frustrating when a family member wanted to add strawberries to her ice cream. She was given a horrible time about it and didn’t even get the extra topping we paid for. Over hearing a sarcastic “everyone is so creative” from one of the girls making ice cream in the back did not feel great either. None of our items were overly complicated.

With climbing food prices creating a competitive market for businesses, I would think good customer service would be a top priority. I will definitely be looking at other neighborhood ice cream shops...

Been coming here since I was a kid and always spoke highly of this ice cream shop, but after tonight I will no longer doing so. Since new ownership, customer service has not been the same. You aren’t greeted with smile and they act like taking your ice cream order is absolute torture. I’ve tried my best to keep an open mind, but after an interaction tonight with a lady with dark hair and glasses at the ordering window who rolled her eyes and talked to my boyfriend condescendingly while tapping the glass with the back side of her pen when trying to determine what size sundae he wanted, I will no longer be returning and will be spending my money elsewhere. I wasn’t planning on posting a review, but when looking at other reviews on Google, I see the lack of empathy and customer service by this EXACT same employee is not anything new. The inappropriate response from the owner on these reviews is also absolutely insane. Coming from someone who worked as a manager at another ice cream shop in town for just shy of ten years, I highly suggest having a conversation with this employee and investing training what what good customer service looks like. To those who read this review, I suggest spending your money elsewhere too.

MY RESPONSE FOR OWNER FOLLOWING THEIR REPLY: Can you please elaborate on how the eye roll and condescending tone of your employee helped promote a clear and efficient ordering process, quality experience, and...