Cold Rock Ice Creamery Berwick — Restaurant in Melbourne

My partner ordered via Uber eats & had Specific instructions added to order info at the bottom. However order arrived CLEARLY the instructions were not followed.

Now if the person making the order was smart enough.. They'd have fixed the order then and there before sending it as they CLEARLY saw the instructions. As left us a note in the bag to apologise for not seeing the instructions until after the order was packed..

Instead of correcting the order then and there they before sending it out.

The staff clearly cannot follow procedure, have no attention to detail & no common sense…

Very disappointed & unsatisfied with the process. Staff should pay attention to details especially with online orders, they MUST have common sense & should be following procedure.

To top it off, I called to complain & the staff had no idea what...

My wife ordered a cake using the online system provided. They require 72 hours which we allowed for. We selected a 1pm pick up time. We turned up at 1pm to find a sign on the door saying they had change their opening times from 5pm onwards. Now if they didn't have 72 hours notice during a business week i would accept some responsibility. We knocked when we showed at at 1.10pm and also called the shop twice and the 1300 number on the cold rock website - no answer to all 4 attempts. My wife then got a call around 2.30 where we were asking if we were told they wouldn't be open until 3pm. When I arrived to pick up the cake later in the day I was told they were at the store at 1 which is a lie. Absolutely appalling...

How busy can an ice cream store be in this weather that it takes the staff more than five minutes to scoop and hand over an order of ice cream to a delivery driver?

Tried to call your store this evening to politely check in, and no answer there either.

Not the first time you guys have accepted an order you don’t intend to fulfil either. Last time this happened, we waited almost two hours before receiving a message that the store couldn’t fulfil our order… ironically right when they closed!

Whoever mans the store at night are clearly not interested in cashing in on already overpriced tubs of ice cream that you also get to charge additional for when it’s ordered for delivery....