“Pass this info to the manager” yeah sure because the manager is straight up rude. I’ve been here multiple times and she always looks miserable, like she hates being there. The customer service is awful. This also includes one of the younger employees (a young brown lady with glasses) who clearly doesn’t want to be working either. Both of them need serious retraining because their customer service sucks. No greeting, no politeness, no smiles. Save your money and go to Purdys instead, at least they know what customer service is.
Rohan Morgan
Amazing service thanks to Hailey! She is a keeper !!
s. nathan
We went to buy ice cream, the woman working there saw us and ignored me and my family. She provided horrible customer service with full of adittude and unpleasant behavior. She didn't greet me or look in my directions and attempted to ignore me.
Foxy Roxy
Canadian! XOXO The manager is super sweet and helpful. Great Canadian made chocolate 🍫
Wali Yosufzay
We were in the store with kids to buy she refused to give us samples The first thing she said if you are buying then I can give you sample this is really stupid I didn't know that you have condition for samples as well I will never go and neither refer someone to go
Malaika Khan
Whoever the two new workers are right now, are some of the most unprofessional and arrogant people I’ve met. Not even a ‘Hello’ or ‘Thank you.’ They don’t even give a proper scoop and have the most stank looking face at all times. Doesn’t even make you want to continue supporting a shop you’ve been going to for years. They’re just standing there staring you down while you look at options, without even saying a word. So odd. I would give negative stars if I could.
Atmosphere: 1
Service: 1
Hamza Azam
I’ve been to this location several times before and have always had a pleasant experience. Now, the girl who serves scoops seems like she purposely takes the tiniest amount out. She has done it every single time I’ve been there, and slides it on the table without saying a word to you. And I’m not the only one noticing. Customer service seems to be non-existent anymore, and the staring is aggravating. The two workers look miserable and make the entire atmosphere so uncomfortable for customers. So repellant. Some suggestions, there should be a complaint box or considering there are many similar complaints, a higher up should get to the bottom of this ASAP.
Atmosphere: 1
Service: 1
Camisha Brown
Super disappointed in this location! Two ladies having a conversation prior to me approaching the cash desk to order instead of being greeted with as little as a hello hi may i help you. Nothing. I asked for scoop. I was given a scoop with a popsicle stick. I had simply asked if going forward popsicle’s were no new norm? Just for my own information i wasn't mad at it either. She then proceeded rudely saying well theres a sign right there saying we were out of spoons. I replied saying no thats okay I'm just wondering if this was the new normal thats all. She again rudely says its either that or nothing… like pardon her tone was so unprofessional and I'm not sure who shit in her cornflakes but have better customer services. I wish i just got my money back. Wont be returning and advise people to stir clear of this store as you'll most likely encounter an unpleasant service.
Atmosphere: 1
Food: 2
Service: 1
DC
Came here on December 26th when Kaylee and Maya were working. I've been a customer since I was a young tot and this is the first time in over 25 years where I've had this low level of customer service. First off, none of them said hi. Maya served me and I noted that the scoop was fairly small to be deemed a regular sized scoop. Looked more like a kid size. When I walked away I noticed she gave me a sample scoop stick instead of a spoon. When we went back and asked for one, they said they were out. My husband and I asked for a refund because our toddler is a very messy eater and couldn't deal with the mess. Kaylee went on in quote, "Well, it's not my fault!!!" And followed with, "Why don't you just get one from the food court?!" Continued with, "You're upset over a spoon?" So we responded with, "It's an ice cream parlor and you guys could've at least said you don't have any spoons instead of sticking a stick in the ice cream" and I also responded with, "That's not the point. Your customer service sucks!"
We've never had such interaction with anyone like this before. These type of people have no level of customer service or class and not sure how they slipped through the cracks during the hiring process. There's a reason why there weren't many people here and based on other people's past experience, people like Kaylee are ruining the business. She had no remedial action or didn't even apologize for any sort of inconvenience. She is an adult with a 3 year old's tantrum.
I don't think management takes these reviews seriously, but it's quite concerning when you see very similar reviews, especially surrounding customer service. I'll never come back to this location.
Atmosphere: 1
Service: 1
Cassandra Irving
Went in the other day with the intention to purchase a few things. My interaction (or lack of one) was so bad I left without the things I wanted. When I walked in there were two woman behind the cash. One was older, the other younger. Neither of them even so much as looked at me. No "Hello, how are you?" "Can I help you find anything?" Nothing. While browsing, their conversation caught my attention; they were talking crap about a coworker. Really classy with a customer in the store guys. After about ten minutes of this I walked right out. I will never step foot in this location again.
The manager had great customer service. She was friendly and helpful. The reason for a 3-star rating is that i was dissatisfied with the quality of the imperfect chocolates. I spent about $45, and it tasted stale.
Update: Oct 1 - changed my rating to 1 star. contacted head office. Spoke with a customer service rep (Diane), she was unprofessional, rude, and had poor communication skills. Apparently, the head office is at a physical store location. Diane was not able to offer any resolution to my concern. She quickly placed the call on hold without any explanation. So, at this point, I'm assuming she was getting a supervisor/manager. " Hold the line, i have someone in front of me." She came back on the line to tell me it was a vendor she was serving and how i needed to reach out in the morning to speak with management.
Oct 2 - There were no updates until i sent a follow-up email. The customer service team replied back with a generic email response, which still does not address my quality concerns. See attached photo.
Oct 3 - Alexandra, first off, you only replied back on Google and didn't bother updating your response via email.
My concern about the chocolate tasting off has nothing to do with the esthetics. Chocolate can get spoiled before its expiration date. Some factors can include improper storage. Both boxes clearly lost its flavor, and it's almost as if it's a completely different product. The cocoa being used seems to be lower grade than the signature chocolate sample at the store.
Your company doesn't want to take accountability for selling possibly stale chocolates and just give the customer generic responses about company policy before really diving into the issue.
This leads me to believe that you don't stand by your products. I'm still not hearing any solutions. How about creating a shipping label and getting your quality team to assess the chocolate. Also, maybe try offering some sort of credit or an apology for the customer overall experience!
I would never recommend anyone purchasing products from your establishment. There are so many chocolate manufacturers to choose from. At this service level, people are better off with supporting Lindor chocolate. You guys simply offer cheap quality chocolates. I highly doubt your establishment will stay in business for long.
Food: 1
Jack G
I went in to buy their ice cream, gotta say that the new sales girls are very polite and friendly.
Atmosphere: 5
Food: 5
Service: 5
Weslee Gray (Wes)
Absolutely fantastic staff, the only icecream place I'll go to when I'm in the mall!
Atmosphere: 5
Food: 5
Service: 5
Jessica Bevan
No employees working the store. On their phone in the back hiding. I had to call for help and got the wave...
Giulia Ricciardi
My experience is great! Walked in. Couldn't decide on ice cream flavors, there's so many decisions to make! Lol! I had great conversation, service & a pretty ice cream cone! Thanks lady!;#sweetday
“Pass this info to the manager” yeah sure because the manager is straight up rude. I’ve been here multiple times and she always looks miserable, like she hates being there. The customer service is awful. This also includes one of the younger employees (a young brown lady with glasses) who clearly doesn’t want to be working either. Both of them need serious retraining because their customer service sucks. No greeting, no politeness, no smiles. Save your money and go to Purdys instead, at least they know what customer service is.
Amazing service thanks to Hailey! She is a keeper !!
We went to buy ice cream, the woman working there saw us and ignored me and my family. She provided horrible customer service with full of adittude and unpleasant behavior. She didn't greet me or look in my directions and attempted to ignore me.
Canadian! XOXO The manager is super sweet and helpful. Great Canadian made chocolate 🍫
We were in the store with kids to buy she refused to give us samples
The first thing she said if you are buying then I can give you sample this is really stupid
I didn't know that you have condition for samples as well I will never go and neither refer someone to go
Whoever the two new workers are right now, are some of the most unprofessional and arrogant people I’ve met. Not even a ‘Hello’ or ‘Thank you.’ They don’t even give a proper scoop and have the most stank looking face at all times. Doesn’t even make you want to continue supporting a shop you’ve been going to for years. They’re just standing there staring you down while you look at options, without even saying a word. So odd. I would give negative stars if I could.
Atmosphere: 1
Service: 1
I’ve been to this location several times before and have always had a pleasant experience. Now, the girl who serves scoops seems like she purposely takes the tiniest amount out. She has done it every single time I’ve been there, and slides it on the table without saying a word to you. And I’m not the only one noticing. Customer service seems to be non-existent anymore, and the staring is aggravating. The two workers look miserable and make the entire atmosphere so uncomfortable for customers. So repellant. Some suggestions, there should be a complaint box or considering there are many similar complaints, a higher up should get to the bottom of this ASAP.
Atmosphere: 1
Service: 1
Super disappointed in this location! Two ladies having a conversation prior to me approaching the cash desk to order instead of being greeted with as little as a hello hi may i help you. Nothing. I asked for scoop. I was given a scoop with a popsicle stick. I had simply asked if going forward popsicle’s were no new norm? Just for my own information i wasn't mad at it either. She then proceeded rudely saying well theres a sign right there saying we were out of spoons. I replied saying no thats okay I'm just wondering if this was the new normal thats all. She again rudely says its either that or nothing… like pardon her tone was so unprofessional and I'm not sure who shit in her cornflakes but have better customer services. I wish i just got my money back. Wont be returning and advise people to stir clear of this store as you'll most likely encounter an unpleasant service.
Atmosphere: 1
Food: 2
Service: 1
Came here on December 26th when Kaylee and Maya were working. I've been a customer since I was a young tot and this is the first time in over 25 years where I've had this low level of customer service. First off, none of them said hi. Maya served me and I noted that the scoop was fairly small to be deemed a regular sized scoop. Looked more like a kid size. When I walked away I noticed she gave me a sample scoop stick instead of a spoon. When we went back and asked for one, they said they were out. My husband and I asked for a refund because our toddler is a very messy eater and couldn't deal with the mess. Kaylee went on in quote, "Well, it's not my fault!!!" And followed with, "Why don't you just get one from the food court?!" Continued with, "You're upset over a spoon?" So we responded with, "It's an ice cream parlor and you guys could've at least said you don't have any spoons instead of sticking a stick in the ice cream" and I also responded with, "That's not the point. Your customer service sucks!"
We've never had such interaction with anyone like this before. These type of people have no level of customer service or class and not sure how they slipped through the cracks during the hiring process. There's a reason why there weren't many people here and based on other people's past experience, people like Kaylee are ruining the business. She had no remedial action or didn't even apologize for any sort of inconvenience. She is an adult with a 3 year old's tantrum.
I don't think management takes these reviews seriously, but it's quite concerning when you see very similar reviews, especially surrounding customer service. I'll never come back to this location.
Atmosphere: 1
Service: 1
Went in the other day with the intention to purchase a few things. My interaction (or lack of one) was so bad I left without the things I wanted.
When I walked in there were two woman behind the cash. One was older, the other younger. Neither of them even so much as looked at me. No "Hello, how are you?" "Can I help you find anything?" Nothing.
While browsing, their conversation caught my attention; they were talking crap about a coworker. Really classy with a customer in the store guys.
After about ten minutes of this I walked right out.
I will never step foot in this location again.
Atmosphere: 1
Service: 1
Restaurantji Recommends
The manager had great customer service. She was friendly and helpful. The reason for a 3-star rating is that i was dissatisfied with the quality of the imperfect chocolates. I spent about $45, and it tasted stale.
Update: Oct 1 - changed my rating to 1 star. contacted head office. Spoke with a customer service rep (Diane), she was unprofessional, rude, and had poor communication skills. Apparently, the head office is at a physical store location. Diane was not able to offer any resolution to my concern. She quickly placed the call on hold without any explanation. So, at this point, I'm assuming she was getting a supervisor/manager. " Hold the line, i have someone in front of me." She came back on the line to tell me it was a vendor she was serving and how i needed to reach out in the morning to speak with management.
Oct 2 - There were no updates until i sent a follow-up email. The customer service team replied back with a generic email response, which still does not address my quality concerns. See attached photo.
Oct 3 - Alexandra, first off, you only replied back on Google and didn't bother updating your response via email.
My concern about the chocolate tasting off has nothing to do with the esthetics. Chocolate can get spoiled before its expiration date. Some factors can include improper storage. Both boxes clearly lost its flavor, and it's almost as if it's a completely different product. The cocoa being used seems to be lower grade than the signature chocolate sample at the store.
Your company doesn't want to take accountability for selling possibly stale chocolates and just give the customer generic responses about company policy before really diving into the issue.
This leads me to believe that you don't stand by your products. I'm still not hearing any solutions. How about creating a shipping label and getting your quality team to assess the chocolate. Also, maybe try offering some sort of credit or an apology for the customer overall experience!
I would never recommend anyone purchasing products from your establishment. There are so many chocolate manufacturers to choose from. At this service level, people are better off with supporting Lindor chocolate. You guys simply offer cheap quality chocolates. I highly doubt your establishment will stay in business for long.
Food: 1
I went in to buy their ice cream, gotta say that the new sales girls are very polite and friendly.
Atmosphere: 5
Food: 5
Service: 5
Absolutely fantastic staff, the only icecream place I'll go to when I'm in the mall!
Atmosphere: 5
Food: 5
Service: 5
No employees working the store. On their phone in the back hiding. I had to call for help and got the wave...
My experience is great! Walked in. Couldn't decide on ice cream flavors, there's so many decisions to make! Lol! I had great conversation, service & a pretty ice cream cone! Thanks lady!;#sweetday
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