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!!
Unable to Log In
I can log in on the website no problem, but this app won’t let me log no matter what.
Can’t log in
Honestly the worst app ever because I am unable to log in! I have the correct password and email but it’s insisting that that it’s incorrect! I can log in on the website, but I can’t get my birthday reward through the website!
LOVED
This place is DELICIOUS and the app is deliciously wonderful!!
App doesn’t work
I have tried using this app unsuccessfully. I’ve reset my password I’ve tried creating a new account no success.
Can’t even sign in
Won’t let me sign in the app for some stupid reason… It gives me an error message saying “incorrect username/password”.
I double, triple, quadruple checked my email and password, and it still won’t let me sign in…
Oddly enough, I’m able to log into the website, but not the app?? How am I supposed to earn points and a birthday freebee now…? 🤨
I double, triple, quadruple checked my email and password, and it still won’t let me sign in…
Oddly enough, I’m able to log into the website, but not the app?? How am I supposed to earn points and a birthday freebee now…? 🤨
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Invasion of privacy
I just want to look at the menu and figure out my toppings but they hide all that behind a sign up page that requires email, phone number and location. That’s way too invasive for a menu. The second they run into financial trouble that information gets sold, no thank you.
Can’t order everything
Half or full pint of ice cream is not an option at least where I’m from. Please fix this
Worst Ever
This might be the single worst app I’ve used in 2025. It’s consistently infuriating, glitchy, and borderline unusable. It randomly resets to step 1 during checkout—usually near the end—without warning or logic. I’ve tested across mobile, desktop, multiple operating systems, WiFi networks, and devices. Same garbage experience every time.
Over the past 3–4 months, nothing’s improved—unless you count the surge in clickbait emails. If I didn’t have an unhealthy attachment to the birthday cake ice cream flavor, I’d delete this app and pretend Marble Slab Creamery never existed.
Over the past 3–4 months, nothing’s improved—unless you count the surge in clickbait emails. If I didn’t have an unhealthy attachment to the birthday cake ice cream flavor, I’d delete this app and pretend Marble Slab Creamery never existed.
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Bad Rewards system!!
It’s very disappointing -aside from the not so good in-store service-that even though the in-store staff and cashier never ask customers if they want to collect points, the app doesn’t allow any way to upload a receipt afterwards to earn them. This feels very unfair to loyal customers like me who are trying to enjoy the rewards program. If the cashier forgets or doesn’t mention it, we lose our points completely,and there’s no fix. Marble Slab, please do better. A receipt upload option is the least you could offer.
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points
hopefully this gets me points??
Invalid postal code
The app won’t accept my postal code, so I can’t set up a delivery process. If customers could see what flavors are available in their local store, I’m sure business would improve.
Terrible
Order ready, payment sucks. Says apple pay not set up for app… put in cc info just says ok after and can not checkout
Horrible
This app is horrible. I can’t find store on the locator and when I redeem the points for free ice cream, the store til never registers it correctly so I end up wasting my point s and having to pay for the ice cream.
Worth signing up for
First time signing up for marble slab after login it told me I had a free small cone reward. Even if it took a while to sign up for it was worth it
Can’t order
I got this app to mobile order and not give my money to Uber/skip? But it won’t work. Keeps saying I have an invalid postal code and I’ve lived here for 10 years!
