Tuesday around 6:45pm... The two guys with the worst attitude I've seen... As if the customer is an inconvenience to them.... Horrible
Shanese R
I am writing to express my frustration regarding a disappointing experience at the Ben & Jerry’s location at 4205 Fairfax Corner Ave E, Fairfax, VA, on Thursday, April 24, 2025. I placed a mobile order for pickup at 6:45 PM.
I ordered a specific Ben & Jerry’s ice cream flavor that my 6-year-old daughter and I had recently discovered and loved during a trip to the zoo. The order was successfully placed, and I received a confirmation receipt and order number, with the funds withdrawn from my account immediately.
However, when I arrived at the store, the staff seemed confused and were unable to locate my order in their system. One employee kindly attempted to assist and contacted the manager by phone. When the manager got on the line, he spoke to me without any greeting or acknowledgment of the situation. Despite my explanation that I had a receipt, order number, and proof of payment, he dismissed it and asked me to send a screenshot of my receipt to his phone.
This request felt unprofessional and made me uncomfortable, but I complied in hopes of resolving the issue quickly. Still, the manager insisted he didn’t have the order or the funds and spoke to me in a dismissive and condescending tone. He offered no solutions, investigations, or sense of urgency.
Later that evening, I received a text message from him stating that my order had come through, blaming the confusion on my selection of a 7:00 PM pickup time, even though I had selected 6:45 PM. There was no apology or accountability; instead, he placed the blame on me.
This experience left me incredibly disappointed—not just in the mishandling of my order but also in the unprofessional manner in which it was addressed. What was supposed to be a fun outing with my daughter ended in frustration and tears, and she no longer wanted the ice cream.
I have always associated Ben & Jerry’s with outstanding service and community values, which is why this experience felt so out of character. I hope this feedback is taken seriously and used to ensure better training and professional standards, especially for managers who represent the brand and are responsible for addressing customer concerns appropriately. Take your money and kids else where this was totally unexceptable.
Rachid Outbout
Bad service
Menhaj Sharaf
Excellent customer service! Variety of ice cream flavors.
Nicole Gandy
Rodney at Ben & Jerry Ice Cream provides exceptional service that truly enhances the experience. He’s not only friendly and welcoming but also knowledgeable about the menu, offering great recommendations with a smile. His positive attitude and attention to detail make every visit feel special. Whether it’s serving up your favorite scoop or making sure you’re satisfied with your order, Rodney goes above and beyond to ensure you have a fantastic time. It’s clear he’s passionate about his work, and his customer service truly stands out!
D L
Gerod was very nice and helpful despite being at the end of his shift. He had good suggestions and was knowledgeable. Ben & Jerry's ice cream always hits the spot. Nice and clean space. In a good location in terms of other shops in the area. Only downside, no Vermonsters available here!
willku9000
I adore Ben & Jerry’s as a brand and this location alone is great as well. I went here a bunch of times as a kid and even once or twice as an Adult. One time I actually came in with my Girlfriend and her sister after seeing the Five Nights at Freddy’s movie, and despite being late and pretty close to closing, the person running the place was very professional and friendly. While i would never suggest coming in as late as I did because that’s kinda Rude, I definitely recommend checking this Ben & Jerry’s location out
Dietary restrictions: Your typical allergens are present when it comes to ice cream. Dairy, Peanuts, Possibly Gluten ETC so be cautious if you have food allergies. I don’t so Im good.
Kid-friendliness: It’s Icecream… kids love icecream of course it’s kid friendly. My dad took me here when I was a kid.
Prices a bit high but overall score is due to service. We walk in and the staff member was on their phone swearing at whoever they were talking to. Then, eith his ear pods still in, walked around the back never acknowledging us. I asked, you ready? When he looked at me, he said, ready whenever you are, with a standoff attitude. Not thrilled with the experience
Atmosphere: 2
Food: 4
Service: 1
Thu-Nga Ortega, DDS, MAGD
This ice cream shop serves up some sweet ice cream! Everything seems really sweet and just okay in flavor.
Good ice cream, interesting selection, occasionally crazy foot traffic from the nearby restaurants and the park/germ-factory across the street. Really, the ice cream is quite tasty, and if you've had Ben & Jerry's before it does exactly what you expect it to do. There's a small bit of seating, not much decoration, but the staff is mostly great. If the weather's nice there's more seating out doors, but you can just as easily find nearby benches to avoid the crowds...or better yet, take your ice cream on a little stroll to the quieter parts of the plaza. Mint Chocolate Chunk is almost perfect for summer, and the Chocolate PB Chunk surprisingly less sweet than you might expect, but in a good way! Get extra napkins, things get sticky!
Parking: Don't park right near the store unless you want a headache of cars passing right next to you, waiting too close to you in order to take your spot, and heedless kids running infront of you with no thought to anyone's safety.
Atmosphere: 4
Food: 4
Service: 5
kara murat
We enjoyed a lot
Atmosphere: 3
Food: 5
Service: 5
Alice Mcvey
Very drab atmosphere
Dietary restrictions: I'm on a limited amt of daily sugar. Asked for a cake cone, all the cones I saw were sugar cones covered in either sprinkles or chocolate. I was informed rather rudely that cake cones were not served in this establishment. And $7.92 for a single scoop of ice cream is ridiculous. My grandson got a scoop of vanilla which was nothing special. The Blue Bell we have at home tasted better. Won't be back.
Atmosphere: 1
Food: 1
Service: 2
Richard BREAKIRON
One of very few Ben and Jerry's actual ice cream shoppes. Great way to enjoy any evening whike at Reston Town Center.
Atmosphere: 5
Food: 5
Service: 5
Ellie Lattus
Dietary restrictions: they have some good dairy free options!
Tuesday around 6:45pm... The two guys with the worst attitude I've seen... As if the customer is an inconvenience to them.... Horrible
I am writing to express my frustration regarding a disappointing experience at the Ben & Jerry’s location at 4205 Fairfax Corner Ave E, Fairfax, VA, on Thursday, April 24, 2025. I placed a mobile order for pickup at 6:45 PM.
I ordered a specific Ben & Jerry’s ice cream flavor that my 6-year-old daughter and I had recently discovered and loved during a trip to the zoo. The order was successfully placed, and I received a confirmation receipt and order number, with the funds withdrawn from my account immediately.
However, when I arrived at the store, the staff seemed confused and were unable to locate my order in their system. One employee kindly attempted to assist and contacted the manager by phone. When the manager got on the line, he spoke to me without any greeting or acknowledgment of the situation. Despite my explanation that I had a receipt, order number, and proof of payment, he dismissed it and asked me to send a screenshot of my receipt to his phone.
This request felt unprofessional and made me uncomfortable, but I complied in hopes of resolving the issue quickly. Still, the manager insisted he didn’t have the order or the funds and spoke to me in a dismissive and condescending tone. He offered no solutions, investigations, or sense of urgency.
Later that evening, I received a text message from him stating that my order had come through, blaming the confusion on my selection of a 7:00 PM pickup time, even though I had selected 6:45 PM. There was no apology or accountability; instead, he placed the blame on me.
This experience left me incredibly disappointed—not just in the mishandling of my order but also in the unprofessional manner in which it was addressed. What was supposed to be a fun outing with my daughter ended in frustration and tears, and she no longer wanted the ice cream.
I have always associated Ben & Jerry’s with outstanding service and community values, which is why this experience felt so out of character. I hope this feedback is taken seriously and used to ensure better training and professional standards, especially for managers who represent the brand and are responsible for addressing customer concerns appropriately. Take your money and kids else where this was totally unexceptable.
Bad service
Excellent customer service! Variety of ice cream flavors.
Rodney at Ben & Jerry Ice Cream provides exceptional service that truly enhances the experience. He’s not only friendly and welcoming but also knowledgeable about the menu, offering great recommendations with a smile. His positive attitude and attention to detail make every visit feel special. Whether it’s serving up your favorite scoop or making sure you’re satisfied with your order, Rodney goes above and beyond to ensure you have a fantastic time. It’s clear he’s passionate about his work, and his customer service truly stands out!
Gerod was very nice and helpful despite being at the end of his shift. He had good suggestions and was knowledgeable. Ben & Jerry's ice cream always hits the spot. Nice and clean space. In a good location in terms of other shops in the area. Only downside, no Vermonsters available here!
I adore Ben & Jerry’s as a brand and this location alone is great as well. I went here a bunch of times as a kid and even once or twice as an Adult. One time I actually came in with my Girlfriend and her sister after seeing the Five Nights at Freddy’s movie, and despite being late and pretty close to closing, the person running the place was very professional and friendly. While i would never suggest coming in as late as I did because that’s kinda Rude, I definitely recommend checking this Ben & Jerry’s location out
Dietary restrictions: Your typical allergens are present when it comes to ice cream. Dairy, Peanuts, Possibly Gluten ETC so be cautious if you have food allergies. I don’t so Im good.
Kid-friendliness: It’s Icecream… kids love icecream of course it’s kid friendly. My dad took me here when I was a kid.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Waffle Cone, Half Baked, Cookie Cookie, Chocolate Ice Cream, Chocolate Therapy, Milk & Cookies
Prices a bit high but overall score is due to service. We walk in and the staff member was on their phone swearing at whoever they were talking to. Then, eith his ear pods still in, walked around the back never acknowledging us. I asked, you ready? When he looked at me, he said, ready whenever you are, with a standoff attitude. Not thrilled with the experience
Atmosphere: 2
Food: 4
Service: 1
This ice cream shop serves up some sweet ice cream! Everything seems really sweet and just okay in flavor.
Atmosphere: 3
Food: 3
Service: 3
Place is a dump.
Atmosphere: 1
Food: 1
Service: 1
Restaurantji Recommends
Good ice cream, interesting selection, occasionally crazy foot traffic from the nearby restaurants and the park/germ-factory across the street. Really, the ice cream is quite tasty, and if you've had Ben & Jerry's before it does exactly what you expect it to do. There's a small bit of seating, not much decoration, but the staff is mostly great. If the weather's nice there's more seating out doors, but you can just as easily find nearby benches to avoid the crowds...or better yet, take your ice cream on a little stroll to the quieter parts of the plaza.
Mint Chocolate Chunk is almost perfect for summer, and the Chocolate PB Chunk surprisingly less sweet than you might expect, but in a good way! Get extra napkins, things get sticky!
Parking: Don't park right near the store unless you want a headache of cars passing right next to you, waiting too close to you in order to take your spot, and heedless kids running infront of you with no thought to anyone's safety.
Atmosphere: 4
Food: 4
Service: 5
We enjoyed a lot
Atmosphere: 3
Food: 5
Service: 5
Very drab atmosphere
Dietary restrictions: I'm on a limited amt of daily sugar. Asked for a cake cone, all the cones I saw were sugar cones covered in either sprinkles or chocolate. I was informed rather rudely that cake cones were not served in this establishment. And $7.92 for a single scoop of ice cream is ridiculous. My grandson got a scoop of vanilla which was nothing special. The Blue Bell we have at home tasted better. Won't be back.
Atmosphere: 1
Food: 1
Service: 2
One of very few Ben and Jerry's actual ice cream shoppes. Great way to enjoy any evening whike at Reston Town Center.
Atmosphere: 5
Food: 5
Service: 5
Dietary restrictions: they have some good dairy free options!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Half Baked
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