Kilwins Ice Cream - Chocolate - Fudge

I have never before written a bad google review, but there’s a first time for everything. My friend, her children and I stopped my the shop to grab some ice cream. I have Celiac Disease so no matter where I go my options are limited if even existing. That’s ok, I know that. But do tend to ask if there are any Gluten Free options, because you know asking never hurts. The lady and the counter Aubrey? Audrey? When I ask looked at me first like I was speaking a different language, and said she had no idea what that was. ok I get that Celiac Disease kinda uncommon. So I ask if she has any gluten free ice creams that’s didn’t contain wheat.. (barley and rye are very rarely and ice cream). She raised her eyebrows saying she didn’t know what I was talking about asked if I was asking about dairy. I said no, not allergic to dairy but that I had an autoimmune disorder. At this point I had already decided oh well she doesn’t know, no ice cream for me. Again I was disappointed but hey that’s life. It was her demeanor though, was she looked at me and very impatiently and with an inflection like a was stupid asked abruptly “well what else did you need or can I move on.” I awkwardly let her know I was good and then the two men behind me in line proceeded to apologize for how rude she seemed, and how odd she didn’t know allergy information for the food she was selling. Listen I know, my autoimmune disorder is on me, I know options are limited or nonexistent. But I do believe that if you work in food distribution or services, (as someone who’s father owns a restaurant) you should be trained in allergy I formation. But the attitude and demeanor were hurtful and not appropriated. Being impatient and answering genuine questions with such condescending tones are not professional. I absolutely hate writing this but I feel like it could be a trainable moment. What would be the response if it had been a peanut or dairy allergy? And the fact that not only my friend, her children, but the people in line behind us picked up on the attitude not great.

Amazing all around! Great service and great treats, so good we went back a second night! The first visit, Sam helped us and she was so sweet and helpful! I have celiac and asked about options. They have printed information regarding each flavor and it's contents. Obviously there is a chance of cross contamination due to their freshly made waffle cones (that smell amazing by the way). However, they offered to get a fresh tub for my ice cream as well as a fresh scooper. The second trip they were just as accommodating!