Catherine Choo SEC
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.