Ben Jerrys

Visited on a weekday around 7+ pm and it wasn’t very crowded. I wanted to inquire about the price of the brownie ice cream, which wasn’t displayed anywhere. The staff at the front was attending to something, so I stepped slightly closer to the cashier where an older lady who appeared to be the manager was standing and not engaged with any customers. Just as I started to speak to her, she dismissed me without a word and told the already busy staff member to assist me instead. When the young staff member (who looked like a part-timer) finally had a moment, I asked her for the price. She misheard and quoted the price of just the brownie. Immediately, the manager raised her voice and snapped, “No, no, no! It’s $16.90!” right in front of me. The young staff member looked startled and uncomfortable. What was more concerning was that none of the other team members even reacted it felt like they were used to this kind of public scolding. There was no reason for the manager to be so unkind or dismissive, either to a customer or her staff. Poor communication, and unprofessional behaviour from someone in a leadership role. Felt genuinely bad for the younger staff. Really disappointing service experience.

I am writing to formally express my deep disappointment and distress following an unpleasant experience at your VivoCity outlet involving your outlet manager, Pauline. On 28 June 2025, my group of seven visited the outlet to enjoy some ice cream together. While waiting politely for the next table to be cleared, where customers had already finished their ice cream, we were met with visible hostility from Pauline, who glared at us in a manner that was both intimidating and unwelcoming. When we attempted to shift a table slightly closer to accommodate our group, Pauline abruptly came over and, without any courtesy or attempt at constructive communication, told us in an aggressive tone that we were not allowed to move the table or be seated there. What was most shocking and unprofessional was how she then defiantly declared, “I’m Pauline. I’m the manager! Go ahead and complain!” – as if daring us to report her unacceptable behavior. This exchange left all of us feeling humiliated, disrespected, and frankly traumatized by the way we were treated in public. Her behavior was not only unbecoming of someone in a managerial position, but it was also emotionally jarring. Instead of being treated as valued customers, we were made to feel like a nuisance. The shame and embarrassment caused by this confrontation were entirely unnecessary and could have been avoided had Pauline approached the situation with basic decency and professionalism. It is deeply disappointing that such conduct is tolerated at a brand we have long admired. We urge Ben & Jerry’s to investigate this matter seriously and take appropriate steps to ensure no other customer is subjected to this kind of treatment again. A public-facing manager should embody the values of hospitality, respect, and customer care — not arrogance, hostility, and intimidation. We would appreciate an acknowledgment of this complaint and an update on the actions taken.

2/8/2025. Just ordered two shakes. The lady making it, is not wearing gloves. Using her bare hand to make the shake, reaching into the containers to get ice-cream, and worse using them to press down and close the lid on the cup. V unhygienic. When I asked her why she was not wearing gloves. She just walked away. Lots of staff, but utter chaos. Oh, the milkshakes were very runny.

Give this place a miss. Service is below average. V slow service despite 5 staff on shift. V v v limited seats for dining in. Food is just simply average. Do Not get the beverages, terrible! And v overpriced. Located at Level 2 near Daiso/ GV.