Marble Slab Creamery

Ordered a custom ice cream cake for a bday and they didn’t make it and called me the day of to say so. Epic fail.

This place is a complete joke. I ordered a strawberry layered ice cream cake online 2 weeks ahead of the pick up date for my 12yo niece’s birthday party. I had called the store in the morning on the day the cake is to be picked up just to get the cake box dimensions to make sure it fits inside the freezer only to find out they forgot to make it. The person I talked to, who I believe is actually the manager since he is the one whole gives out orders to his staff so that cakes will be made, said they can still make it and I’d just have to come by later. Then a minute later he said in fact they don’t have the ingredients to make it so I have to choose from several others instead. I said the cake recipient was very specific about what she wants and really doesn’t like any other cakes. In the end, he agreed to look for a better solution and went out to get some fresh ingredients and strawberries to make the cake. They said the problem is they don’t have the strawberry purée for topping, but they will figure something out and I was promised that they will make the cake look as close as possible to the one I had ordered and to the picture on their website which is covered in strawberries.
It was 6:15pm, the time I was told the cake would be ready, I arrived at the store as instructed after leaving the birthday party to pick up the cake. I was shocked by what I saw. It was nothing close to the cake I had ordered and the birthday cake message was incomplete. There was not a quarter of a strawberry on the cake, but funny enough the surface was covered with some kind of strawberry purée. The guy took it to the back to add the 2^nd part of the message that was initially missing, and totally butchered it. He agreed it’s terrible and that he knows he is bad it. I told him I have no choice and cannot return to the party empty handed so I asked him to cover the bottom half of the cake with some strawberries so that it could at least somewhat resemble the original cake while covering his horrible icing writing. The end result was still awful, but I really was left with no other choice. This was the worst experience I’ve had ordering anything. I did not get the feeling anyone really took the incident seriously nor did they really make an effort to fix the mistake of not filling the order in the first place.
The guy at the store did apologize but emphasized that they went out just to get fresh ingredients so that they can make this cake today, just for me. Needless to say, I was speechless.

I am stunned by how bad the service and quality this place grown into. It has gone downhill over the last year and our last experience was the topper.
We stood in line waiting to order our ice cream when my husband saw the big advertisement for ice cream shakes. When we ordered one she said «we don’t make them anymore» in a snarky voice and then we were informed they were a cash only service so we went to the bank and took out money for dessert. So now we stand in line again and when it was our turn to order our ice cream the woman told us «we can’t give any change, our float ran out.» Ummm what??? You are a cash only service and you run out of change??? You have got to be kidding me! They even said they would give change back the next day… sooo we turned and walked out. Ohh and did I mention they ran out of chocolate also?
If I could give a minus star I would insert it here!

2 people on staff. One in front and one in back hiding and many people waiting. Hair in one of the items we ordered. Store floor and tables were not clean. Could really use a franchise review. Will not go back.

Awful, really. Painfully slow service, only one girl out in the front. Strangely lacking variety in flavours (they didn’t even have cotton candy). It took SO long to make the ice cream cones that I was considering leaving. The one woman working was moving at a snail pace. Generally having patience for those who take their time but this was ridiculous. I drove all the way out expecting big things but instead got terrible service and didn’t get the flavour I wanted. Don’t advertise flavours you don’t have!

I am well aware that after my issue with Pennigtons down the road that added more meat on my bones at Marble Slab wasn’t the best idea, however, was having one of those intense sugar cravings that is hard to shake off. I actually had an entertainment book coupon on me. The lady at the til tried to talk her way out of honoring it, however, made enough of a fuss that she caved in. Of course she passively retaliated by getting me small scoops… really = childish. I had my ice cream and it ended up being more than enough even though the scopes were small, however, no reason for the attitude.

I came in last night with my cousin. We had a coupon for 2 sundaes for $ 10. There was only one lady working there… I asked her to let me try the pistachio ice cream but she said no because there’s none left … I could clearly see in the bucket that there’s enough for at least one more person, otherwise i wouldnt have asked. but i moved on from that. She obviously didn’t want to have to have to dig for it. If you run out of inventory there should be another to fill in anyway. So we chose 2 flavours each, but instead of giving us full scoops she barely gave us half cup of ice cream. At that rate the pistachio flavour could’ve been enough for two since she chinced the portion so much. then said she’s going to the back for the whip cream supposed to be on top. She came back and the cups were really full now. So basically we paid 5 $ each for mostly gross whip cream, which still wasn’t worth it even with a coupon, since we ended up throwing away all the whip cream. Fyi whip cream is supposed to just be a little dallop on top, not half the portion As they also show in pictures in the menu. Her customer service skills were less than acceptable and the fact that she’s being lazy and didn’t prepare the sundae accurately mean that I’ll probably never come to this location again. Not the first time I’ve had to deal with this lady either. What a waste of money

My boyfriend thought it would be cute to take me for a banana split, so we drove 20 mins to come here.
We walked in and two people were ahead of us so there was a bit of a wait. We noticed a lot of the ice creams in the servers were empty. The girl working seemed a little overwhelmed, the customer asked for raspberries do she had to go into the back and find them. Finally another woman came out and asked to help the next person then just walked away into the back again. When she did come back out, we asked for a banana split and she bluntly informed us that they didn’t have bananas, no apology or anything. So we asked if they had any of the cheesecake ice cream, which was empty, she said she had to check and disappeared into the back. We ended up just leaving. Rude staff, understaffed, and a total lack of knowledge about their inventory or lack of inventory was a total turn off. Will not be going back here ever.

Unilocal admin sent me an email asking me to update this place.
Well nothings changed, still a f****n 1 star.
No thanks