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Hoffman's Ice Cream的点评
点评：My family and I have been loyal Hoffman’s customers since their inception—we’ve supported them for decades and always loved their ice cream. But after this experience, I’m deeply disappointed and feel completely let down.
I placed a custom birthday cake order for my mother’s 75th—specific flavors and gluten-free fudge instead of cookie crunch, as two people in our group have celiac. When I arrived to pick it up, they acknowledged the order and I even showed proof of my call days prior—but the cake was simply not made. There was no apology, no accountability, and no effort to make it right. They didn’t offer a single scoop of the requested flavor, just directed me to buy a standard cake full of ingredients we couldn’t eat. They knocked a few dollars off, which felt like a slap in the face.
I asked multiple times to speak with a manager, was given a wrong number, and then told I’d receive a call Monday—which never came.
This isn’t about one order—it’s about how a business treats its most loyal customers when something goes wrong. The staff may be friendly and the product may still be good, but the customer service and lack of basic decency were shocking. Hoffman’s needs to remember that loyalty is a two-way street.
I placed a custom birthday cake order for my mother’s 75th—specific flavors and gluten-free fudge instead of cookie crunch, as two people in our group have celiac. When I arrived to pick it up, they acknowledged the order and I even showed proof of my call days prior—but the cake was simply not made. There was no apology, no accountability, and no effort to make it right. They didn’t offer a single scoop of the requested flavor, just directed me to buy a standard cake full of ingredients we couldn’t eat. They knocked a few dollars off, which felt like a slap in the face.
I asked multiple times to speak with a manager, was given a wrong number, and then told I’d receive a call Monday—which never came.
This isn’t about one order—it’s about how a business treats its most loyal customers when something goes wrong. The staff may be friendly and the product may still be good, but the customer service and lack of basic decency were shocking. Hoffman’s needs to remember that loyalty is a two-way street.
翻译：自从霍夫曼冰淇淋创立以来，我和我的家人一直是他们的忠实顾客——几十年来我们一直支持他们，并且一直都很喜欢他们的冰淇淋。但这次经历之后，我深感失望，彻底崩溃了。
我为母亲75岁生日订了一个定制生日蛋糕——特定口味，而且没有曲奇脆饼，因为我们团里有两个人患有乳糜泻。我去取蛋糕时，他们确认了订单，我甚至还出示了几天前打电话的凭证——但蛋糕根本就没做好。他们没有道歉，没有问责，也没有努力去纠正。他们连一勺我要求的口味都没有，只是让我买一个普通的蛋糕，里面全是我们不能吃的配料。他们还少了几块钱，这感觉就像是被打了一巴掌。
我多次要求和经理通话，但他们给了我一个错误的号码，然后告诉我周一会接到电话——但一直没来。
这并非关乎一笔订单，而是关乎一家企业在出现问题时如何对待其最忠实的客户。员工或许很友好，产品或许也不错，但客户服务和基本礼仪的缺失却令人震惊。霍夫曼需要记住，忠诚是双向的。
我为母亲75岁生日订了一个定制生日蛋糕——特定口味，而且没有曲奇脆饼，因为我们团里有两个人患有乳糜泻。我去取蛋糕时，他们确认了订单，我甚至还出示了几天前打电话的凭证——但蛋糕根本就没做好。他们没有道歉，没有问责，也没有努力去纠正。他们连一勺我要求的口味都没有，只是让我买一个普通的蛋糕，里面全是我们不能吃的配料。他们还少了几块钱，这感觉就像是被打了一巴掌。
我多次要求和经理通话，但他们给了我一个错误的号码，然后告诉我周一会接到电话——但一直没来。
这并非关乎一笔订单，而是关乎一家企业在出现问题时如何对待其最忠实的客户。员工或许很友好，产品或许也不错，但客户服务和基本礼仪的缺失却令人震惊。霍夫曼需要记住，忠诚是双向的。
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