Unacceptable experience
Absolutely unacceptable experience at Marble Slab Creamery – King George Hub, Unit 185, 13660 George Junction, Surrey, BC V3T 0P6, on Saturday, August 29, around 8–10 PM.
My twin sister and I are visiting our sister in Canada and ordered two separate birthday rewards through two different Marble Slab app accounts. What should have been a quick birthday treat turned into almost AN HOUR of frustration, confusion and unnecessary back-and-forth.
The employee serving us kept mixing up our orders and initially thought they were a BOGO, even though they were two completely separate orders. She requested our IDs to verify the birthday rewards, so our sister actually left, got our IDs and came back. Even after that, the employee continued asking question after question, repeatedly asking to see the orders on the phone and needing help from the manager for basic issues.
At one point, the male employee came over, checked what had happened and spoke to her in Urdu. I understand Urdu, and I clearly understood him telling her that SHE was the one who had made the mistake and mixed up our orders. So even her own coworker recognized what had happened.
Yet after almost an hour, BOTH orders were STILL WRONG. We ordered chocolate and mango but received chocolate and vanilla. We asked for almonds but received peanuts. We ordered ice cream in waffle cones, but instead received ice cream in cups with empty waffle cones separately.
The confusion continued until we were literally leaving. I was already by the door when the employee called me back AGAIN asking me to scan, even though that had already been dealt with. Meanwhile, our parents and family were outside waiting in the cold.
What made the situation even stranger was when our sister asked that same male employee for the name of the employee who served us. He simply said “I don’t know.” After watching him speak directly to her, it honestly felt like he was trying to cover for her by not giving us her name. Another female employee later told our sister that her name was Gagan, although we cannot confirm whether that was actually the correct name.
We’re only visiting Canada and leaving in four days, so our time together as a family is limited. This was supposed to be a nice birthday memory. Instead, almost an hour was wasted and after EVERYTHING, we STILL left with the wrong orders.
We aren’t asking for free ice cream or compensation. This is about respecting customers and their time. If an employee isn’t properly trained to handle basic orders independently, management should not put them at the front serving customers until they are properly trained and supervised.
I’ve genuinely never experienced this level of confusion over two ice creams. Completely unacceptable and a terrible birthday experience.
My twin sister and I are visiting our sister in Canada and ordered two separate birthday rewards through two different Marble Slab app accounts. What should have been a quick birthday treat turned into almost AN HOUR of frustration, confusion and unnecessary back-and-forth.
The employee serving us kept mixing up our orders and initially thought they were a BOGO, even though they were two completely separate orders. She requested our IDs to verify the birthday rewards, so our sister actually left, got our IDs and came back. Even after that, the employee continued asking question after question, repeatedly asking to see the orders on the phone and needing help from the manager for basic issues.
At one point, the male employee came over, checked what had happened and spoke to her in Urdu. I understand Urdu, and I clearly understood him telling her that SHE was the one who had made the mistake and mixed up our orders. So even her own coworker recognized what had happened.
Yet after almost an hour, BOTH orders were STILL WRONG. We ordered chocolate and mango but received chocolate and vanilla. We asked for almonds but received peanuts. We ordered ice cream in waffle cones, but instead received ice cream in cups with empty waffle cones separately.
The confusion continued until we were literally leaving. I was already by the door when the employee called me back AGAIN asking me to scan, even though that had already been dealt with. Meanwhile, our parents and family were outside waiting in the cold.
What made the situation even stranger was when our sister asked that same male employee for the name of the employee who served us. He simply said “I don’t know.” After watching him speak directly to her, it honestly felt like he was trying to cover for her by not giving us her name. Another female employee later told our sister that her name was Gagan, although we cannot confirm whether that was actually the correct name.
We’re only visiting Canada and leaving in four days, so our time together as a family is limited. This was supposed to be a nice birthday memory. Instead, almost an hour was wasted and after EVERYTHING, we STILL left with the wrong orders.
We aren’t asking for free ice cream or compensation. This is about respecting customers and their time. If an employee isn’t properly trained to handle basic orders independently, management should not put them at the front serving customers until they are properly trained and supervised.
I’ve genuinely never experienced this level of confusion over two ice creams. Completely unacceptable and a terrible birthday experience.
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Marble slab is an experience everyone should have
It’s delicious Inlove nothing more than their peanutbutter and coffee ice creams and they always fill the custom litres or regular ones to the very brim it’s always worth it and delicious
Payment broken
I preloaded my profile with money, went to finally make a purchase. It will not work.
Added 10 more dollars it accepted it no problem make a purchase failed. It comes down and it asks you for like a loyalty reg code but there’s nowhere you can find where this code is and I just ended up. Emailing them to close my account and send me my money back to my bank
Added 10 more dollars it accepted it no problem make a purchase failed. It comes down and it asks you for like a loyalty reg code but there’s nowhere you can find where this code is and I just ended up. Emailing them to close my account and send me my money back to my bank
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Unusable
Completely unusable app. Can login on the website just fine, but with the same credentials I am unable to sign in on the app, nor even reset the password from the app, nevermind order from the app or view rewards/coupons within the app. Very disappointing.
Garbage app
This honestly has to be the WORST app ever. Why even bother having one if it literally doesn’t work??? Won’t let you sign in (or sign up for the second time!) won’t find your store location, won’t load offers. Completely useless!! Fix your stupid app or get rid of it!!
