I had a terrible experience at this Ben & Jerry's last month. I called ahead to inquire about their hours and I was told explicitly by an employee that they would be open until 10 and that they would make our group a Vermonster up until store closing. When our group of nine people arrived and tried to order a Vermonster and a number of other cones (that is, tried to spend more than $50 at their store), we were told by another woman that she was the manager and that her employee had given us the wrong information and they would not make Vermonsters after 9:30 and since we arrived at 9:42, they could not possibly make us one as this would require using things they had already cleaned and having to clean them again. Furthermore, she told us that her employee had to catch a bus and leave right at ten so they wouldn't have time to clean up. She then offered to give us regular ice cream cones, but she wasn't particularly friendly about it so we left.
Fortunately, we were able to get some great ice cream at Herrell's around the corner and have a pleasant time out. At some point, we realized that other people might have tried to come meet us at the Ben & Jerry's so we returned, around 10:30, to make sure we hadn't accidentally ditched anyone. When we got there, we saw both the manager and the employee who "had to leave right at ten" standing behind the counter chatting with each other.
I think this kind of customer service is pretty ridiculous, especially considering you can buy Ben & Jerry's ice cream at the 7-11. If an employee mistakenly promises service to a large party, I feel the establishment should do everything possible to live up to those promises, since the fault doesn't lie with the (attempted) customer. I will be avoiding this store in the future.
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