Cold Rock Ice Creamery Caroline Springs — Restaurant in Melbourne

Okay, to be fair, I will start be saying I do like their ice cream. I feel the flavours are fairly standard and not super unique though. Also, a bit pricey. Nevertheless, I would continue visiting for icecream if the review stopped there. BUT, for me I don't think I will return. I visited recently with my 2yo son and my sister in law. 2 customers before us were being served. All good at this point. We waited patiently as the customers were deciding. They took a bit longer as they were indecisive. Again, all good. The point were things became prickly for us was when the customers, who must have been aware there were other customers behind them, started to chat to the male worker. They were discussing political matters. I won't go into detail here as to what they were discussing since that is not the point. Instead, the point is this conversation seemed to never end, while we waited patiently for the customers to get their icecream and move on. I can understand that the customers had no regard for us and can attribute this to arrogance, discrimination, ignorance or something similar. But what I can't quite understand and can't quite forgive is why the male worker, who was entertaining this conversation with the customers, didn't politely fulfill their order and ask them to pause the conversation so that he could serve the other customers who have been waiting a while..?! The conversation was not going to end, as the topic was controversial, and the customers were passionate regardless whether they are right or wrong, so it was up to the male worker to contain that situation and consider his other customers. I did not feel I was even in his view. And for that reason, that lack of basic human courtesy of getting some acknowledgememt (e.g. "sorry will be with you in a minute", "sorry I have other customers to serve first. Could I please get to them, and then we can chat right after? Thanks"), I will not return to this...

I have never seen such terrible customer service. The staff are untrained and we had to explain to them how to make the sundae and thick shake because they didnt know what to put in it. Our sundae came as just 3 scoops of ice cream. When we told them they need to put the chocolate sauce on top they ended up charging us extra. The quality of what we got was lower than subpar and the customer service was horrible. When we went to pay we were charged double the amount of order. We queried it and then every staff came to the register to dispute it and to tell us the extras were for toppings - we didnt get any extra toppings and certainly not $20 worth. When the girl who served us explained to the manager that someone else's order had been mixed wth ours and that is why we were charged extra, he started yelling at her to "shut up" and "stop talking". It was like he didnt want her to own up to the mistake so he could keep the extra money. Absolutely appalling to see someone treat a young staff like this and intimidate her in this manner, notwithstanding their lack of interest to refund us our overpayment.

We did not receive an apology or anything. The ice cream quality was poor as well. I will never go there and wouldnt recommend this store to anyone. They are destroying the Cold Rock ice cream brand and I hope that young staff member is able to secure a job somewhere...

Got my order delivered through DoorDash. The driver delivered the bag and I checked to see if all the items were inside. I told the driver that there was only one item in the bag instead of two. The driver called the store to explain the situation, the man couldn’t find my order on the system, he passed the phone to a second person (I’m assuming was the manager). She told us that she filled the order and once the driver has it, they’re not responsible for the contents. Whatever happened to good customer service? Instead of telling us sorry or we’ll make you another one and deliver it, we were dismissed and told again and again to call DoorDash as it wasn’t their responsibility anymore. How was the driver meant to ensure he had the correct order, when there was no receipt attached to the bag and the bag wasn’t stapled closed like it usually is when I’ve had DoorDash deliveries before? I called DoorDash, they were very nice, and I’ll get a refund for that second item not received. We will never be ordering from Cold Rock ever again. P.S. The banana split that was in the bag was quite average - nothing...