Twist Dessert Lounge - HARROW

I decided to buy some ice creams from Twist. Firstly, the Ferrero Rocher flavour feels like 1 small piece of the chocolate has been mixed into 2 litres of vanilla ice cream. The Chocolate chip had no chips in it and was plain chocolate! There were a few minimal amounts of chips sprinkled on the top but if that was the only place they would be the server should have assured that we got some actual chips in it. Both scoops had no chips in it! What’s the point?? There were a few other minor issues that wouldn’t have mattered but since I have got this awful treatment from the retailer… The senior staff on duty that day had a foul face and did not even acknowledge me. The junior staff was quite nervous around her and left my card in the card machine. To add to the horrible experience and my main reason for the review, I was charged twice!! When I noticed this error on my bank statement I contacted the retailer via email, and provided proof of receipts and screenshots of my bank statement. “Mitul” got back to me and asked for a few days to investigate. After that he emailed me to ask for my no. to discuss and then silence! I received no phone call. I sent two emails after that over the next couple of days and no response, they were ignored. I now have had to contact the fraud department of my bank to recover the money and could have avoided the hassle if “Mitul” had a backbone. Needless to say I will not visit again and please be careful of your card transactions with this company.

We popped in for a desert and a coffee. We are use to eating good and fresh gelato in many of the ice cream bars in london and were visiting friends locally. The waitress firstly wore her mask barely covering her face and her nose, then when ordering it was unreal in the way she was attitudey, abrupt and short in her approach and demeanor. So much for customer service. The ice cream had ice crystals in it and had formed a skin a classic sign of stale ice cream which is why all the stores in London throw it out regularly when we metioned it to the manager, he was very defensive and almost made out that we were making a fuss for no reason. As a paying customer its not a cheap place he should have been more understanding and listened to our genuine concerns. Reading all the reviews here, I am not surprised that it has so many negative reviews. The whole staff need to go to customer service training and the Manager should be sacked he was probably the owner with the arrogance he displayed

We went to Twist in the evening with family. We ordered the veggie wrap, chips, jacket potato, pasta, churros and ice cream. Food was average. Service was good but they were under staffed. This plays looks premium on their website but its quite basic and lacks detail. Churros portion was small but tasted ok. Ice cream was good. Overall I wasn’t blown away.. it’s average. I wouldn’t return as there are better options locally. Thanks for the lovely service though.

Eighteen of us went to the restaurant for a celebratory dessert. The food was fantastic and exceeded our expectations. Hemangi and Simran were very accommodating and quickly understood our order, efficiently preparing and serving it. Our group was comprised of a large family with ages ranging from 4 to 50, and everyone was pleased with their meal. Thank you for making our Raksha Bandhan celebration so enjoyable, seamless, and delicious.

The milkshake was essentially just milk with melted ice cream. There were no managers available to address my complaint. All they could offer was an apology, which was not satisfactory. The service was poor and the prices were too high. This was my first and last visit to Twist. I could have made a better shake at home. I will stick to Baskin Robbins in the future.