Herrell's Ice Cream & Bakery

Herrell's is a good ice cream shop with some flaws. The ice cream is good, not great. They have a nice array of flavors but it doesn't taste any better or higher quality than store bought. Hot fudge, whipped cream and homemade sprinkles are top tier. When they get it right it's the best sundae in the area. Herrell's prices are high. You can get a sundae that's about twice the size and generously loaded with toppings at half the price at a bunch of other places in the area. The other local spots also have better service and atmosphere but most are only open in the summer. Waiting in line and ordering is confusing, not because of the menu but because the line curves around the shop and there's not a spot designated to order from. Service is usually slow and/or they're short staffed. I don't blame the staff for their poor service as I'm sure they're underpaid and not treated well by the management. You're also unable to tip the staff if you pay with a credit card which is unfair. The inside of the shop is small, poorly decorated and in rough shape yet they have a poster celebrating their "renovation" in 2016. It could use some updating. It feels like Herrell's is coasting off their reputation while their product, service and experience are falling off. I hope they make some changes. It could be better. EDIT: I went to Herrell's last weekend and had a much better experience. Service was great, they had plenty of nice staff and the sundae was excellent.

For me, Herrell's is one of the few constants in a downtown Northampton life that has changed so dramatically - both for me and the town. These days, ice cream is not on my regular diet but when I am able to indulge I will be at Herrell's. It is wild to think I once applied for a job there, but I always liked the vibe there and post-college it seemed like a potentially nice option for a while, if it had worked out. I am especially partial to the double thick shakes, as well as the malted shakes. The creativity applied to the flavors, as well as consistent quality - it's pretty amazing that has held up for decades now in my experience.

The ice cream was good, but the portions for the price is astronomical. Very disappointed by the pricing because I wanted a decent sized ice cream but it’s so expensive. The kiddie size an unfortunate buy. I think they could do better with portions and prices. Service was great and I had a great customer service experience, but prices are crazy.