The girl serving me my single scoop of black sesame gelato was smiling and friendly too when answering my questions regarding the other various flavours of gelato that were on the menu. I would come again with other friends too in the future!
Nora J
I’ve been a loyal customer of Passione since it first opened, but after my recent experience, I can no longer recommend this establishment. I purchased multiple pints of ice cream, and a sharp foreign material was found in one of the pints, which posed a serious safety concern and was extremely alarming. This is something that should never occur in any food product. In addition, I noticed another customer review reporting a similar issue involving a piece of plastic found in their ice cream. This indicates that the problem is not an isolated incident.
I contacted the shop immediately to report the issue and explain the situation. The owner was not available at the time, and I was told he would reach out to me shortly. However, the owner, Salvatore, did not contact me until more than 2 weeks later. When he finally did, he barely apologized and offered only a minimal gift card that did not even cover the cost of the two pints I had purchased, and the response did not reflect the seriousness of the incident.
Nonetheless, I accepted the offer, assuming it was a gesture of goodwill and that he would treat the matter with the appropriate level of concern. He stated that the e-gift card would be sent that day, but it was never delivered. He never followed through, and he ignored my follow-up messages, and when we called the store, he was continually unavailable to speak.
I’m confused as to why he offered compensation if he had no intention of providing it. Between the lack of a sincere apology and not honoring his own offer, I no longer trust his customer service or business practices.
If you’re considering this place, I suggest thinking twice. Based on my experience, if something goes wrong, the owner will not take responsibility or follow through on his word. Instead of de-escalating the situation, and trying to resolve it responsibly, Salvatore escalated it by not apologizing, not following through on what he promised and ignoring all communication afterwards. He clearly does not value his loyal customers.
I will now be returning to Bella’s Gelato instead. The owner of Passione used to work there before opening his own shop, and Bella consistently has better quality ice cream and far better customer service. I only went to Passione because it was more convenient, but after this incident, I’d rather go out of my way for a business I can trust. There’s also many other great Gelato options such as Dolce Amore and Motoretta Gelato.
If the owner chooses to respond to this review, I encourage readers to consider my experience. The commitments he made to me were not followed through, and my intention in sharing this is simply to provide an honest account so others can make informed decisions.
Radin Monshian Motlagh
Had a great experience at Passione Gelato. Mara, was incredibly kind and walked me through all the flavors. I tried the pistachio on her recommendation and it was amazing. I’ll definitely be back.
George
I was SHOCKED today how the server bypassed us to serve the Customers that came in after us. This is truly disappointing coming from a place we have been supporting for years. This has never happened anywhere before and there was no competition or anything done for the inconvenience this caused which should of been warranted in this situation. Customer service is not a high priority .
Sumeet G
I recently visited this store and purchased multiple pints. Unfortunately, we were given a wrong flavor that contains ingredients my husband is severely allergic to. By the time we realized their mistake, we were already too far from the store to return for an exchange.
We contacted the store right away. The owner did not apologize, he simply offered a refund, which he never processed. When we followed up, he stopped responding entirely. I don’t understand why he would offer a refund, if he had no intention of honoring it. This feels like extremely unethical business practice.
The store took no responsibility for their error. After this experience, we will not be returning. The owner’s behavior comes across as dishonest and unprofessional. Not only was there no apology, but the owner also failed to honor the promise he made.
The Experience feels completely one-sided. Once you handover your money, and something goes wrong, the responsibility seems to fall entirely on the customer. There is no accountability or follow through from the owner, which is unacceptable
Tiffany
Legit. True to some other reviews, the gelato is not as dense and elastic as other top gelato places I’ve been to around the world, but this comes pretty darn close. What this spot really nails down is level of sweetness (i.e. not too sweet!). Most gelato shops make me feel sick after the first few bites, but Passione Gelato is one of the few exceptions. Will definitely be back!
Kiana Javid
Loved this place! The gelato was really good, and the Akbar Mashti flavor was my favorite. Definitely worth trying.
Abigail Cruikshanks
One of the best gelatos in the city! The texture is amazing and I love the unique flavours!
Alessia
Excellent gelato, probably my favorite in Vancouver. However, I'm lactose intolerant (like many others, I guess) and wish there was more variety when it comes to vegan options, especially creamy flavours they used to have like gianduja and vanilla. Now it's always dark chocolate, pistachio and sometimes some fruity flavors. A bit repetitive. That being said, a great gelato! ;)
Miyuki Food
They had a lot of Japanese flavours and we got the houjicha and black sesame. It is a little pricey but the flavour was quite strong and tasty. The texture wasn’t really much of a gelato but it was overall tasty
The girl serving me my single scoop of black sesame gelato was smiling and friendly too when answering my questions regarding the other various flavours of gelato that were on the menu. I would come again with other friends too in the future!
I’ve been a loyal customer of Passione since it first opened, but after my recent experience, I can no longer recommend this establishment. I purchased multiple pints of ice cream, and a sharp foreign material was found in one of the pints, which posed a serious safety concern and was extremely alarming. This is something that should never occur in any food product. In addition, I noticed another customer review reporting a similar issue involving a piece of plastic found in their ice cream. This indicates that the problem is not an isolated incident.
I contacted the shop immediately to report the issue and explain the situation. The owner was not available at the time, and I was told he would reach out to me shortly. However, the owner, Salvatore, did not contact me until more than 2 weeks later. When he finally did, he barely apologized and offered only a minimal gift card that did not even cover the cost of the two pints I had purchased, and the response did not reflect the seriousness of the incident.
Nonetheless, I accepted the offer, assuming it was a gesture of goodwill and that he would treat the matter with the appropriate level of concern. He stated that the e-gift card would be sent that day, but it was never delivered. He never followed through, and he ignored my follow-up messages, and when we called the store, he was continually unavailable to speak.
I’m confused as to why he offered compensation if he had no intention of providing it. Between the lack of a sincere apology and not honoring his own offer, I no longer trust his customer service or business practices.
If you’re considering this place, I suggest thinking twice. Based on my experience, if something goes wrong, the owner will not take responsibility or follow through on his word. Instead of de-escalating the situation, and trying to resolve it responsibly, Salvatore escalated it by not apologizing, not following through on what he promised and ignoring all communication afterwards. He clearly does not value his loyal customers.
I will now be returning to Bella’s Gelato instead. The owner of Passione used to work there before opening his own shop, and Bella consistently has better quality ice cream and far better customer service. I only went to Passione because it was more convenient, but after this incident, I’d rather go out of my way for a business I can trust. There’s also many other great Gelato options such as Dolce Amore and Motoretta Gelato.
If the owner chooses to respond to this review, I encourage readers to consider my experience. The commitments he made to me were not followed through, and my intention in sharing this is simply to provide an honest account so others can make informed decisions.
Had a great experience at Passione Gelato. Mara, was incredibly kind and walked me through all the flavors. I tried the pistachio on her recommendation and it was amazing. I’ll definitely be back.
I was SHOCKED today how the server bypassed us to serve the Customers that came in after us. This is truly disappointing coming from a place we have been supporting for years. This has never happened anywhere before and there was no competition or anything done for the inconvenience this caused which should of been warranted in this situation. Customer service is not a high priority .
I recently visited this store and purchased multiple pints. Unfortunately, we were given a wrong flavor that contains ingredients my husband is severely allergic to. By the time we realized their mistake, we were already too far from the store to return for an exchange.
We contacted the store right away. The owner did not apologize, he simply offered a refund, which he never processed. When we followed up, he stopped responding entirely. I don’t understand why he would offer a refund, if he had no intention of honoring it. This feels like extremely unethical business practice.
The store took no responsibility for their error. After this experience, we will not be returning. The owner’s behavior comes across as dishonest and unprofessional. Not only was there no apology, but the owner also failed to honor the promise he made.
The Experience feels completely one-sided. Once you handover your money, and something goes wrong, the responsibility seems to fall entirely on the customer. There is no accountability or follow through from the owner, which is unacceptable
Legit. True to some other reviews, the gelato is not as dense and elastic as other top gelato places I’ve been to around the world, but this comes pretty darn close. What this spot really nails down is level of sweetness (i.e. not too sweet!). Most gelato shops make me feel sick after the first few bites, but Passione Gelato is one of the few exceptions. Will definitely be back!
Loved this place! The gelato was really good, and the Akbar Mashti flavor was my favorite. Definitely worth trying.
One of the best gelatos in the city! The texture is amazing and I love the unique flavours!
Excellent gelato, probably my favorite in Vancouver. However, I'm lactose intolerant (like many others, I guess) and wish there was more variety when it comes to vegan options, especially creamy flavours they used to have like gianduja and vanilla. Now it's always dark chocolate, pistachio and sometimes some fruity flavors. A bit repetitive. That being said, a great gelato! ;)
They had a lot of Japanese flavours and we got the houjicha and black sesame. It is a little pricey but the flavour was quite strong and tasty. The texture wasn’t really much of a gelato but it was overall tasty
Restaurantji Recommends
Disappointed you haven’t restocked gluten free cones
10/10 gelato, I highly recommend fig vanilla if it’s available. I also tried hojicha which was also very nice.
that’s a little bit sweet for me but still very good.
There are various types of flavor of Gelato.
I tried matcha and tiramisu. Both are delicious.
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