Cold Rock Ice Creamery Mount Waverley — Restaurant in Melbourne

I had the most shocking experience at the store today when I went in to redeem my birthday treat from them. I showed the lady who is the owner my phone containing the email and she asked for my identification and I handed my driving licence to her. She handed my phone and my driving licence back and said that she is not honouring it as the names are not exactly identical. As a fellow Asian, I am sure that she is fully aware that most Asians have their official Chinese names as well as a Christian name/an unofficial Ënglish sounding name. She downright refused to honour the email even though the last name in the email and my driving licence as well as the date of birth in both documents are totally identical. Even though the treat was only a kiddie sized ice cream, I felt that principally what the owner did was not right and I called the Franchisor's office to lodge a complaint. I handed the phone over to the owner and even after Marie from the Franchisor's office spoke to her, she still refused to budge. As I was leaving the shop, she slammed an inner door or something so loudly that it made me jump. Marie who was still on the phone also heard it as I later confirmed. I was really shocked that she acted so childishly and unprofessionally and told her that she shouldn't be behaving in that manner. She literally went psychotic after that and screamed like a banshee demanding that I leave her shop when I was already halfway through the door. For your own safety, be warned about the mean spirited owner who flies off her...

I am very disappointed, Apaulled and overall unsatisfied with the service i recieved from a worker here on the 1st of november around 1pm. As a regular cold rock consumer who is paying quite an amount for the quality of this ice cream i expect it to be quite full and filling however this employee is quite strict with the amount she puts into the cups and does not know how to mix it all in  and is quite stingy with that also so i suggest some training should be implemented as all of the above has happened multiple times and I no longer would like to return to this cold rock as I don't wish for the same thing to happen to me or anyone else. I am devistated this is the case due to my favourite ice cream being here and not anywhere else. On another note, the ice cream bay that doesnt have a window should have one in place like the others as i sit here and watch it melt, its quite disturbing as its unhealthy for it to freeze again, what a complete waste of salted caramel. The employee procceded to put the ice cream BACK into the freezer. Knowing this now has made me refuse to come back and if OHS was called i can guarantee you there would be no cold rock here. They should be mindful of who they employee and the level of skills and training they provide and...

If I could give it 0 stars I would. Went there yesterday (27 degree day in Melbourne) and there were 2 other people in front of us (so not busy at all). The store was quite warm - especially for an ice cream shop! The people in front of us waited quite a while for the 2 assistants to find the flavour they wanted. This took approx 10 minutes (for both to find?!) We finally had our order taken and the mixed the 3 add ons into our 3 medium cup orders. Not sure if the board they mixed them on was hot (instead of the cold it’s meant to be) because we ended up with ice cream soup instead of actual ice creams. The lady offered to put them in the freezer for us (without me asking) which we decided would be a good idea. When she asked me to pay it came to approx $36!! I almost had a heart attack! $36 for 3 medium sized cups with 3 add ins! Holy moly! After 10 mins the lady got them out of the freezer however they were still very soft. We walked outside and my 7 year old who loves everything sweet said she needed a straw to have hers & that it didn’t taste nice at all. Not sure what’s going on with cold rock but for the price and what you get it was disgraceful!...