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.