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I genuinely feel bad for anyone who finds something in their food that shouldn’t be there. Unfortunately, that’s exactly what happened to a woman in Boston, Massachusetts, who was left disgusted after discovering a strand of hair in her ice cream.
She shared a video showing herself pulling the long hair out of her dessert and it wasn’t just sitting on top. It was buried deep inside, clearly mixed in during preparation. Her partner immediately stopped eating his own ice cream after seeing it.
What made the situation worse was the store’s response. When she went back to ask for a refund, an employee refused and told her she’d have to contact the owner instead.
The Massachusetts customer emailed the owner, but she didn’t get a good response. The owner basically told her that all staff wear hats or hairnets; this turned out to be a lie since someone in the comments posted a picture at the store where one employee wasn’t wearing either. “It can unfortunately happen this time of the year,” the owner wrote. So people shouldn’t visit your store during this time unless they want hair in their ice cream? The owner then continued and said that it is store policy not to give refunds, which is honestly insane. She did offer to give her more ice cream, which isn’t a solution. The customer didn’t give up though. She let the owner know that the employee there at the time didn’t have a hairnet. She also told her that offering more ice cream “isn’t a sufficient solution in place of a refund.”
What Happens Next
The owner just made it worse for herself. “This is a lot of drama over a $6 scoop of ice cream,” she wrote back. What kind of owner would say this to a customer? Since a lot of people were leaving negative reviews after seeing the customer’s video, the owner told her to make the reviews stop, or she would contact her lawyer for slander. The customer made it clear that she didn’t ask anyone to leave a review. The owner then kept making it worse. Her next response was more insane as she claimed that the customer lied about her employee not wearing a hat and that she was also the one who encouraged the review bombing. She even called her “delusional” if she thought anyone would give in to her after all that. The owner also blocked her and told her that she wasn’t welcome in the store anymore.
This back and forth between the Massachusetts customer and the owner kept going. The store ended up making a post claiming that they donated the amount of the refund to an organization that works to prevent cyberbullying. The post also repeated the owner’s words that the customer was lying. How is she lying if she had evidence? All of this could have been avoided if they had just given her a refund or had better health measures.
In the final video, the customer posted about the situation; she showed how another person also found a piece of hair in their ice cream a year before. So this wasn’t the first time. The customer also shared that she filed a report with the Massachusetts Department of Food and Health. In addition to this, it turned out that former employees at the store came forward and talked about how horrible the manager was to them. This is a lesson to all business owners on how they shouldn’t handle a complaint.
People Reacting to the Massachusetts Customer’s Experience
People were definitely disgusted on behalf of the Massachusetts customer. Many pointed out that the hair was clearly from the store, as one person wrote, “This was clearly mixed in and NOT yours. That’s crazy.” Others recommended that the customer contact the health department. “Since a refund is against store policy I think a call to the health department isn’t,” someone said. Another person wrote, “Contact the Health Department and leave a Google review with this video as proof.” There was also one TikTok user who believed that the owner just ruined her business. “This $5 ice cream they could’ve refilled just potentially cost their business,” they wrote.
Many people online were stunned by how the Massachusetts store handled the situation. The fact that they refused a refund over something so simple made one person ask, “Why is it so hard for them to just refund it? Like damn, did you spend the six dollars already?”
Another person chimed in with a possible explanation: “Often when businesses have a no-refund policy, it’s because too many people have tried to return products due to poor quality. There are other reasons, of course, but that’s been the top reason in my experience.”
While some comments were serious, others took a more humorous tone. “Head and Shoulders flavor is crazy,” one user joked. Even if the owner tried to delete negative reviews, the damage was already done. Plenty of people have decided to avoid the store altogether. In the end, she’s the one who truly lost.
