Timboon Fine Ice Cream founder Tim Marwood was disheartened over the weekend when a TripAdviser reviewer accused the eatery of not caring about its customers by conforming to COVID-19 guidelines.
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The reviewer said the ice creamery had "nice ice cream" but was "very disappointed with the overall experience".
"No chairs or tables outside," the reviewer wrote on the online platform. "Had to sit on the wooden deck like idiots."
The review, which was submitted on Saturday, continued to complain about the venue having one entrance , no bins and its bathrooms closed.
Mr Marwood was frustrated by the reviewer as the reason behind the complaints was the eatery's compliance to COVID-19 restrictions.
"We take bad feedback on the chin because you have to," he said. "But the lack of understanding of what's required is frustrating.
"We have to have one entrance, only 20 people inside and no access to toilets. We don't have sit down service as it's hard to justify for a $6 ice cream and limited staff.
"I just want to remind people that everyone's in a challenging situation and people just need to be patient."
Mr Marwood said his staff had reported mostly positive experiences for customers despite the limitation of what the popular Timboon venue could provide.
"Most people have taken the opportunity to eat their ice cream and have a walk up the town," he said.
"In the next stage we hope to open up again and have sundaes and our extra add-ons.
"We're still so lucky to be open."
Mr Marwood has requested TripAdvisor remove the review but as it "conforms with their policy" it cannot be taken down.
Under the step three of the state government's roadmap to COVID Normal, food and drink facilities can open for seated indoor and outdoor service for food and/or drink as long as the tables are cleaned after every customer.
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