We have been loyal to this store for many many years, service and food haven’t always been great but everyone has bad days and we take the good with the bad. I am not a picky person and understand things happen. Until today that is. Our most recent bad experience was too much. We bought a cake not realizing at the time of purchase it had obviously melted prior to our purchase. When we took it out of the bag, we noticed that the caramel was all over the container and the cake was leaning. We actually bought two cakes in this trip, one large and one small. The smaller one had some caramel drizzle on the whipped topping which I assume is the way it should look! The large one was covered in caramel and melted, refrozen ice cream. When we got home (less than 15 total minutes from the time it left their freezer to the time it made it to our table to serve at for my daughters birthday) we immediately called the store and explained the situation, took photos of the larger cake that was obviously melted prior to freezing, and were told to bring the cake back to the store to show the manager. The larger cake was the bad one, the small was in perfect condition. We took the cake back the next day and explained to the young lady working. She agreed the cake was obviously very melted at some point and politely explained how the cakes are made and why they are more likely to melt prior to freezing if not handled properly. She agreed however, this one was very bad, we wouldn’t have even even been able to open it without caramel going everywhere.. she agreed that a refund or store credit was a fair solution after looking at the cake and our photos of not only the cake but all of the timestamped screenshots of our drive showing the exact timeline of us leaving the store to arriving home to making the call. She then called her district manager to learn how to process the store credit and was told that they would not honor me receiving a store credit because according to the staff the cake “Probably melted when my son set it in the counter to run back out to his car to get his debit card”…. Literal seconds this took and they blamed this previously melted cake on that. Keeping in mind, the cake sat in my car for the ride there and back home plus the 15 minutes we were in the store trying to resolve this and the cake didn’t melt so one could assume whenever it did melt it sat longer than that.. we have purchased many cakes from whits and I have never had one melt, even when we set them out to let them soften a bit to be able to cut… never had a single one melt to the point of leaning to one side especially. For them to even say that they all look this way would not be accurate as we purchased two of the same cake, the other was perfect and this was proven with the photos we took. This also was a bit food safety concern for me, how long was this milk product setting out for this to happen?
Of course I take some responsibility for not noticing before we left the store but we were in a hurry and didn’t even think the inspect the cake for it having previously melted. Why would we?!
The way this store handled this customer service was awful. It was very obviously not something that we did and it was purchased this way, even their employees agreed. I have a hard time supporting a business that treats customers this way when there is a concern or a problem. It’s not as if we ate the cake and then called and complained, or even asked for a refund! We called immediately and were happy to accept a store credit and return the cake. Customer service or customer satisfaction was not a priority for them which is incredibly disappointing from someone who has supported this business for many many years. I am sure there are other local businesses would appreciate the business & their customers enough to ensure customer satisfaction. * REPLY TO OWNERS RESPONSE * This is 100% not true. That is definitely what you should have done but definitely NOT how it was handled.
Food: 1
Service: 1
Kayleigh Willeroy
My family and I love visiting this Whit's! The staff is always cheerful, helpful, and will make recommendations about their favorite menu items! The dining room area is always tidy when we visit and of course the custard is amazing. Definitely check out this Whit's the next time a treat is needed!!
First time visiting and trying this place. The custard is very good, creamy, nice flavor. The downside is the menu is taped to the glass by the register, nothing large on an overhead board/sign. The young man at the register just seemed like it was inconvenience to wait on customers. Everyone else was busy filling the custard mix in the machine and prepping orders.
Atmosphere: 2
Food: 4
Service: 2
William Mowery
Thanks to Biden voters I can't afford to go there anymore
Bill Spicer
It was good. They're just way too expensive for the little bit of Custard. You get !
Atmosphere: 3
Food: 4
Service: 4
Savannah Beal
I ordered a specific flavor, key lime pie, but instead of calling it a “whittie” and I accidentally called it a “Whitster” and they made me the completely wrong flavor. When I asked them where the key lime was, they said “you ordered the whitster of the month, not the Whittie” and completely ignored the flavor I’d ordered. And refused to get me what I actually wanted. Terrible customer service, and unfriendly staff.
The first trip we had here the employees were arguing in front of customers, and discussing things they should be discussing behind closed doors. Very unprofessional. It’s no wonder there’s never anyone in here, the staff is terrible.
Atmosphere: 2
Food: 4
Service: 1
Mark S
Great customer service from Alaina. Sat outside to take advantage of the nice weather. Perfect company too enjoying her own Doggy Sundae.
Atmosphere: 5
Food: 5
Service: 5
Pine Martin
Absurd how great this ice cream is, best it town!
Atmosphere: 5
Food: 5
Service: 5
Steve Melton
Some of best, highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Teresa Kelly
Only one person was working at the counter and one at the window. It appeared as though something was wrong and she went back and forth. Took forever to be waited on.
The foods still good the ice cream is still good. It’s just they decrease the portion size while increasing the price so now when you get a two scoop cone, it’s barely even a scoop like it’s still inside the cone. It’s kind of ridiculous especially when I’m paying like seven or eight dollars for 12 for two people. Ice cream still good it’s just barely enough and honestly the serving portions just kind of ruins the whole experience. I don’t know if it’s just them being cheap or if their business is failing it’s just it used to be much better like I’m OK with the price raise. Just keep the quantity.
Atmosphere: 1
Food: 5
Service: 1
Steven Daugherty
Very high priced.
Atmosphere: 2
Food: 5
Service: 3
Papa Zo
Ice cream here is pretty darn good. There is a difference in quality compared to the drive thru and ordering inside, with ordering inside being the better experience.
I was the only customer. BUT!. Did you know that have a limited food menu beyond Frozen Custard?. I dipped in to get my belly some shredded chicken sammiches and they were very good.I am going to try the comes next. I did get me some whitsers, and they were awesome too. I will be back.
We have been loyal to this store for many many years, service and food haven’t always been great but everyone has bad days and we take the good with the bad. I am not a picky person and understand things happen. Until today that is. Our most recent bad experience was too much. We bought a cake not realizing at the time of purchase it had obviously melted prior to our purchase. When we took it out of the bag, we noticed that the caramel was all over the container and the cake was leaning. We actually bought two cakes in this trip, one large and one small. The smaller one had some caramel drizzle on the whipped topping which I assume is the way it should look! The large one was covered in caramel and melted, refrozen ice cream. When we got home (less than 15 total minutes from the time it left their freezer to the time it made it to our table to serve at for my daughters birthday) we immediately called the store and explained the situation, took photos of the larger cake that was obviously melted prior to freezing, and were told to bring the cake back to the store to show the manager. The larger cake was the bad one, the small was in perfect condition. We took the cake back the next day and explained to the young lady working. She agreed the cake was obviously very melted at some point and politely explained how the cakes are made and why they are more likely to melt prior to freezing if not handled properly. She agreed however, this one was very bad, we wouldn’t have even even been able to open it without caramel going everywhere.. she agreed that a refund or store credit was a fair solution after looking at the cake and our photos of not only the cake but all of the timestamped screenshots of our drive showing the exact timeline of us leaving the store to arriving home to making the call. She then called her district manager to learn how to process the store credit and was told that they would not honor me receiving a store credit because according to the staff the cake “Probably melted when my son set it in the counter to run back out to his car to get his debit card”…. Literal seconds this took and they blamed this previously melted cake on that. Keeping in mind, the cake sat in my car for the ride there and back home plus the 15 minutes we were in the store trying to resolve this and the cake didn’t melt so one could assume whenever it did melt it sat longer than that.. we have purchased many cakes from whits and I have never had one melt, even when we set them out to let them soften a bit to be able to cut… never had a single one melt to the point of leaning to one side especially. For them to even say that they all look this way would not be accurate as we purchased two of the same cake, the other was perfect and this was proven with the photos we took. This also was a bit food safety concern for me, how long was this milk product setting out for this to happen?
Of course I take some responsibility for not noticing before we left the store but we were in a hurry and didn’t even think the inspect the cake for it having previously melted. Why would we?!
The way this store handled this customer service was awful. It was very obviously not something that we did and it was purchased this way, even their employees agreed. I have a hard time supporting a business that treats customers this way when there is a concern or a problem. It’s not as if we ate the cake and then called and complained, or even asked for a refund! We called immediately and were happy to accept a store credit and return the cake. Customer service or customer satisfaction was not a priority for them which is incredibly disappointing from someone who has supported this business for many many years. I am sure there are other local businesses would appreciate the business & their customers enough to ensure customer satisfaction.
* REPLY TO OWNERS RESPONSE *
This is 100% not true. That is definitely what you should have done but definitely NOT how it was handled.
Food: 1
Service: 1
My family and I love visiting this Whit's! The staff is always cheerful, helpful, and will make recommendations about their favorite menu items! The dining room area is always tidy when we visit and of course the custard is amazing. Definitely check out this Whit's the next time a treat is needed!!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Ice Cream Cone, Caramel Apple, Dreamsicle Float
First time visiting and trying this place. The custard is very good, creamy, nice flavor. The downside is the menu is taped to the glass by the register, nothing large on an overhead board/sign. The young man at the register just seemed like it was inconvenience to wait on customers. Everyone else was busy filling the custard mix in the machine and prepping orders.
Atmosphere: 2
Food: 4
Service: 2
Thanks to Biden voters I can't afford to go there anymore
It was good. They're just way too expensive for the little bit of Custard. You get !
Atmosphere: 3
Food: 4
Service: 4
I ordered a specific flavor, key lime pie, but instead of calling it a “whittie” and I accidentally called it a “Whitster” and they made me the completely wrong flavor. When I asked them where the key lime was, they said “you ordered the whitster of the month, not the Whittie” and completely ignored the flavor I’d ordered. And refused to get me what I actually wanted. Terrible customer service, and unfriendly staff.
The first trip we had here the employees were arguing in front of customers, and discussing things they should be discussing behind closed doors. Very unprofessional. It’s no wonder there’s never anyone in here, the staff is terrible.
Atmosphere: 2
Food: 4
Service: 1
Great customer service from Alaina.
Sat outside to take advantage of the nice weather. Perfect company too enjoying her own Doggy Sundae.
Atmosphere: 5
Food: 5
Service: 5
Absurd how great this ice cream is, best it town!
Atmosphere: 5
Food: 5
Service: 5
Some of best, highly recommend.
Atmosphere: 5
Food: 5
Service: 5
Only one person was working at the counter and one at the window. It appeared as though something was wrong and she went back and forth. Took forever to be waited on.
Atmosphere: 2
Food: 5
Service: 2
Restaurantji Recommends
The foods still good the ice cream is still good. It’s just they decrease the portion size while increasing the price so now when you get a two scoop cone, it’s barely even a scoop like it’s still inside the cone. It’s kind of ridiculous especially when I’m paying like seven or eight dollars for 12 for two people. Ice cream still good it’s just barely enough and honestly the serving portions just kind of ruins the whole experience. I don’t know if it’s just them being cheap or if their business is failing it’s just it used to be much better like I’m OK with the price raise. Just keep the quantity.
Atmosphere: 1
Food: 5
Service: 1
Very high priced.
Atmosphere: 2
Food: 5
Service: 3
Ice cream here is pretty darn good. There is a difference in quality compared to the drive thru and ordering inside, with ordering inside being the better experience.
Atmosphere: 5
Food: 5
Service: 4
Recommended dishes: Buckeye Madness, Brownie Blitz
Bought a coney and drink on the run it was
Atmosphere: 4
Food: 4
Service: 4
I was the only customer. BUT!. Did you know that have a limited food menu beyond Frozen Custard?. I dipped in to get my belly some shredded chicken sammiches and they were very good.I am going to try the comes next. I did get me some whitsers, and they were awesome too. I will be back.
Atmosphere: 3
Food: 4
Service: 5
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