PH
Pauls Homemade Icecream
Unclaimed Business
PH
Pauls Homemade Icecream
Unclaimed Business
9 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Ranking
#2
in Other
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.6|9 Reviews
May '25 - Apr '26
5(0%)
4(11.1%)
3(11.1%)
2(0%)
1(77.8%)
5(0%)
4(11.1%)
3(11.1%)
2(0%)
1(77.8%)
Frequently Asked Questions About Pauls Homemade Icecream
Pauls Homemade Icecream has a TrustIndex of 0 out of 10 on Hellopeter, based on 9 reviews in the last 12 months. Hellopeter has tracked Pauls Homemade Icecream across 54 total reviews. How is the TrustIndex calculated? →
Recent reviews (9)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNY
LD
Lizzie D
1 reviews | Active since Jan 2020
12 Feb 2026, 17:51
No Chocolate Anything!
I've been a happy customer for years. The day before my husband died, we came in and had our favaurite cones. I always have chocolate. He was more flexible. This afternoon was the 5th time I've popped in, today with my sister and niece. It was also the 5th time you've had no chocolate in any form but vegan. This time I complained bitterly. The server informed me very condescendedly that you've sold out. Impossible, I said. For you to akways be out of any form of chocolate means someone is NOT doing their job in the ordering department. Not expecting to be challenged, he said you were making space to introduce new flavours! So you (if he is to be believed), do this at the expense if everyone's favourite? Of Chocolate? All he could offer was a chocolate lolly! Well we left. All of us wanted chocolate except my niece who wanted Rocky Road. Five times? I cant get over it. I don't think I could work up the excited anticipation to try a 6th and be so disappointed because, let's face it, there are no substitutes for a Paul's chocolate cone. Bad excuses. Bad show.
Helpful (0)
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Lizzie D
1 reviews | Active since Jan 2020
12 Feb 2026, 17:51
No Chocolate Anything!
I've been a happy customer for years. The day before my husband died, we came in and had our favaurite cones. I always have chocolate. He was more flexible. This afternoon was the 5th time I've popped in, today with my sister and niece. It was also the 5th time you've had no chocolate in any form but vegan. This time I complained bitterly. The server informed me very condescendedly that you've sold out. Impossible, I said. For you to akways be out of any form of chocolate means someone is NOT doing their job in the ordering department. Not expecting to be challenged, he said you were making space to introduce new flavours! So you (if he is to be believed), do this at the expense if everyone's favourite? Of Chocolate? All he could offer was a chocolate lolly! Well we left. All of us wanted chocolate except my niece who wanted Rocky Road. Five times? I cant get over it. I don't think I could work up the excited anticipation to try a 6th and be so disappointed because, let's face it, there are no substitutes for a Paul's chocolate cone. Bad excuses. Bad show.
0
Replies (0)D
Dee
1 reviews | Active since Jan 2020
29 Jan 2026, 08:44
Service is un friendly
Poor Service, firstly staff is extremely lazy and un friendly! There is always an issue with the waffles. Staff always complain that the waffles will take long (trying to put you off) It’s too much work for them clearly ! I recently brought visitors from Germany and we were turned away for the waffles we went at 8pm and the shop closed at 9pm. Nevertheless, we decided to have cream served by the unfriendly staff. We spend R500 bucks for ice cream. The ice is good I can’t lie. The Second time we went and there were no tasting s****s, surely if you’re buying +-R 50 bucks a scoop you can atleast taste one or two before you pick? The attitude of the staff my gosh. Make a plan do you want to sell or not. There are wooden sticks on the side of the tea n coffee station, make a plan don’t just stand there. We decided without tasting to try their milkshake special tasted like milk and cream1/5. We ordered birthday cake tasted nothing like it. And we all know the favour birthday cake. Third time we went issues with the waffles again!! I lost my cool. The one guy at peak time said it will take long (6pm) we said it fine we celebrating my son, we will wait. He evenly made it but it was burnt and raw at the same time we ordered 5 waffles.. all were terrible! I have tasted their waffles a few years ago and it’s been the best in the area. That’s why we keep going back hoping it’s going be yummy. Some Staff is impatient and not helpful or polite. I mean, Ice Cream suppose to be a treat it’s associated with happiness and laughter. The music is so loud you can hardly hear yourself or enjoy your treat. Your ears land up ringing you have to sit outside. What suppose to be a delight and exciting happy treat turns out to be a nightmare more than twice. What’s happing to the service? Is it not the customers support/ money that helps to pay their salaries? I’m not going there again 🥺
Helpful (0)
|Replies (0)D
Dee
1 reviews | Active since Jan 2020
29 Jan 2026, 08:44
Service is un friendly
Poor Service, firstly staff is extremely lazy and un friendly! There is always an issue with the waffles. Staff always complain that the waffles will take long (trying to put you off) It’s too much work for them clearly ! I recently brought visitors from Germany and we were turned away for the waffles we went at 8pm and the shop closed at 9pm. Nevertheless, we decided to have cream served by the unfriendly staff. We spend R500 bucks for ice cream. The ice is good I can’t lie. The Second time we went and there were no tasting s****s, surely if you’re buying +-R 50 bucks a scoop you can atleast taste one or two before you pick? The attitude of the staff my gosh. Make a plan do you want to sell or not. There are wooden sticks on the side of the tea n coffee station, make a plan don’t just stand there. We decided without tasting to try their milkshake special tasted like milk and cream1/5. We ordered birthday cake tasted nothing like it. And we all know the favour birthday cake. Third time we went issues with the waffles again!! I lost my cool. The one guy at peak time said it will take long (6pm) we said it fine we celebrating my son, we will wait. He evenly made it but it was burnt and raw at the same time we ordered 5 waffles.. all were terrible! I have tasted their waffles a few years ago and it’s been the best in the area. That’s why we keep going back hoping it’s going be yummy. Some Staff is impatient and not helpful or polite. I mean, Ice Cream suppose to be a treat it’s associated with happiness and laughter. The music is so loud you can hardly hear yourself or enjoy your treat. Your ears land up ringing you have to sit outside. What suppose to be a delight and exciting happy treat turns out to be a nightmare more than twice. What’s happing to the service? Is it not the customers support/ money that helps to pay their salaries? I’m not going there again 🥺
0
Replies (0)RU
Rene U
1 reviews | Active since Jan 2020
4 Dec 2025, 11:16
Extremely Disappointed with Product Quality and Non-Existent Customer Service
I’m writing this review after a very disappointing experience with Paul’s Ice Cream at the Cresta branch. On Sunday, 30 November, I purchased three tubs of ice cream for my father’s birthday celebration. When I opened the first tub, I was shocked to find that the ice cream was off. The texture was grainy and sandy instead of smooth and creamy. It completely ruined the dessert we had planned for our guests, which was embarrassing and frustrating. I returned all three tubs to the Cresta store, expecting at least basic customer service. Instead, I was met with a dismissive response from the staff member who simply told me to “contact head office,” offering no apology, no help, and no accountability from the branch itself. I emailed head office, received no response, and had to phone multiple times before finally getting a refund. There was no replacement product offered, no apology for the inconvenience, and no explanation of how they plan to address either the quality issue or the poor service I experienced. I’ve always trusted Paul’s Ice Cream, but this experience has been incredibly disappointing. I truly hope they take this feedback seriously and improve both product quality control and customer service going forward.
Helpful (0)
|Replies (0)RU
Rene U
1 reviews | Active since Jan 2020
4 Dec 2025, 11:16
Extremely Disappointed with Product Quality and Non-Existent Customer Service
I’m writing this review after a very disappointing experience with Paul’s Ice Cream at the Cresta branch. On Sunday, 30 November, I purchased three tubs of ice cream for my father’s birthday celebration. When I opened the first tub, I was shocked to find that the ice cream was off. The texture was grainy and sandy instead of smooth and creamy. It completely ruined the dessert we had planned for our guests, which was embarrassing and frustrating. I returned all three tubs to the Cresta store, expecting at least basic customer service. Instead, I was met with a dismissive response from the staff member who simply told me to “contact head office,” offering no apology, no help, and no accountability from the branch itself. I emailed head office, received no response, and had to phone multiple times before finally getting a refund. There was no replacement product offered, no apology for the inconvenience, and no explanation of how they plan to address either the quality issue or the poor service I experienced. I’ve always trusted Paul’s Ice Cream, but this experience has been incredibly disappointing. I truly hope they take this feedback seriously and improve both product quality control and customer service going forward.
0
Replies (0)CN
Craig N
1 reviews | Active since Jan 2020
15 Nov 2025, 16:32
Disgusting service
Dear Paul’s Ice Cream Management, I am writing to formally express my deep disappointment and dissatisfaction following an incident at your store today. When I entered to place an order, I was rudely refused service and chased out of the store. I was told that I could not be helped, without any valid explanation. This behaviour is absolutely unacceptable, unprofessional, and far below the standard I expect from any business—let alone one I have supported. I am extremely disgusted by the treatment I received and expect an immediate explanation and response from your management. If I do not receive a satisfactory resolution, I hope you take this matter seriously and address it urgently.
Helpful (0)
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Craig N
1 reviews | Active since Jan 2020
15 Nov 2025, 16:32
Disgusting service
Dear Paul’s Ice Cream Management, I am writing to formally express my deep disappointment and dissatisfaction following an incident at your store today. When I entered to place an order, I was rudely refused service and chased out of the store. I was told that I could not be helped, without any valid explanation. This behaviour is absolutely unacceptable, unprofessional, and far below the standard I expect from any business—let alone one I have supported. I am extremely disgusted by the treatment I received and expect an immediate explanation and response from your management. If I do not receive a satisfactory resolution, I hope you take this matter seriously and address it urgently.
0
Replies (0)TM
Thamsanqa M
1 reviews | Active since Jan 2020
9 Jul 2025, 15:27
Hurt by the serviceman.
Bryanston Nicolway, yesterday the 08/07 /2025 - we had the great pleasure of going to one of your stores. Now, whilst I often tip and express my gratitude to your staff directly, under exceptional cases ie NewMarket Square, Alberton. Yesterday was gut wrenching. We popped in for our usual once a month tradition to savor the moment & celebrate life through some ice cream. PS. It's always been Pauls. Did we not get served by an arrogant, upset & outright sour serviceman. The minute we walked in, he was already naar. I did not even care to ask his name but I did try to crack a joke, to perhaps establish if we're the cause but nope - he was not having it. Yesterday was our day to get the ****pies and nastiest service. I am so hurt cos where then do I go to next? Whose Ice Cream do I start consuming hereon bcs I'm definitely not going for those other brands. Whatever that gent was going through, please help him out and kindly remind him that he is being of service and some kindness will take him a long way.
Helpful (0)
|Replies (0)TM
Thamsanqa M
1 reviews | Active since Jan 2020
9 Jul 2025, 15:27
Hurt by the serviceman.
Bryanston Nicolway, yesterday the 08/07 /2025 - we had the great pleasure of going to one of your stores. Now, whilst I often tip and express my gratitude to your staff directly, under exceptional cases ie NewMarket Square, Alberton. Yesterday was gut wrenching. We popped in for our usual once a month tradition to savor the moment & celebrate life through some ice cream. PS. It's always been Pauls. Did we not get served by an arrogant, upset & outright sour serviceman. The minute we walked in, he was already naar. I did not even care to ask his name but I did try to crack a joke, to perhaps establish if we're the cause but nope - he was not having it. Yesterday was our day to get the ****pies and nastiest service. I am so hurt cos where then do I go to next? Whose Ice Cream do I start consuming hereon bcs I'm definitely not going for those other brands. Whatever that gent was going through, please help him out and kindly remind him that he is being of service and some kindness will take him a long way.
0
Replies (0)KM
Kabelo M
1 reviews | Active since Jan 2020
15 Jun 2025, 09:17
Bad Service at Paul’s Ice Cream – Sandton City
Hi there, I just want to let you know about a bad experience I had at your Sandton City Stall yesterday. I was there at around 10:35 AM and waited at the counter for about five minutes, but no one helped me. The lady working there had blue earphones in and didn’t respond, even though I called out for assistance a couple of times. She was busy doing something at the back of the stall and didn’t seem to notice me at all. I really love your ice cream, it’s one of my favourites, so I was really looking forward to getting some. That’s why I’m so disappointed. I’ve also worked in retail before and I know that if you’re alone in the store, you need to keep an eye on what’s happening at the front. If needed, the mall’s security cameras can confirm what happened. I hope this can be looked into and sorted out. Thanks, Kabelo
Helpful (0)
|Replies (0)KM
Kabelo M
1 reviews | Active since Jan 2020
15 Jun 2025, 09:17
Bad Service at Paul’s Ice Cream – Sandton City
Hi there, I just want to let you know about a bad experience I had at your Sandton City Stall yesterday. I was there at around 10:35 AM and waited at the counter for about five minutes, but no one helped me. The lady working there had blue earphones in and didn’t respond, even though I called out for assistance a couple of times. She was busy doing something at the back of the stall and didn’t seem to notice me at all. I really love your ice cream, it’s one of my favourites, so I was really looking forward to getting some. That’s why I’m so disappointed. I’ve also worked in retail before and I know that if you’re alone in the store, you need to keep an eye on what’s happening at the front. If needed, the mall’s security cameras can confirm what happened. I hope this can be looked into and sorted out. Thanks, Kabelo
0
Replies (0)TB
Tracey B
1 reviews | Active since Jan 2020
28 May 2025, 15:17
Bankrupt and Liquidated?
Ordered and paid for my favourite coffee in bulk. No response to emails. Siya does not answer his mobile phone or WhatsApp messages. Telephone number for head office answers as 'out of service'. *****? In my opinion definitely
Helpful (0)
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Tracey B
1 reviews | Active since Jan 2020
28 May 2025, 15:17
Bankrupt and Liquidated?
Ordered and paid for my favourite coffee in bulk. No response to emails. Siya does not answer his mobile phone or WhatsApp messages. Telephone number for head office answers as 'out of service'. *****? In my opinion definitely
0
Replies (0)