Cold Rock Ice Creamery Pakenham — Restaurant in Melbourne

I come here 4 times a week for ice cream! 🤷‍♂️😂 Sure, it does cost me $60 a week to come here, but the ice cream is delicious 😋 . I always order a large, with 5 mix ins. I think to truly enjoy cold rock, you need to dig deep and get a larger cup with multiple flavours and mix ins to make it taste nice.

I had some issues in the past, but the business owner has shown that he is willing to move past the problem and we can both enjoy our interactions as customer and owner. ✅

I would rate 5 out of 5 stars but the only thing that sometimes happens is the difference in the amount of ice cream each time. I order 5 mix ins, and as a result, sometimes I get less ice cream than what I should, and the cup appears full, but it’s really only full because of the mix ins 😔. They need to put more ice cream, and then with the ‘extra ice cream’ which are just an accumulation of the 5 mix ins, should be poured into a small kiddies cup to account for the original value. Sometimes the staff get it right, sometimes they don’t, but for someone who spends $60 a week at the shop, it would be nice to have a bit of a thank you for supporting the local small business 😊. It’s usually a 30% chance that I’ll get the right amount of ice cream for what I’ve paid. If this is fixed, I’ll modify it to 5 stars 🙏

Overall, a good business, and I look forward to supporting this business and the staff 🔥. Even though I can get much cheaper ice cream, always support local small business if you can! Much better than Coles or Woolworths. Good job Cold Rock and see you soon 👍. I highly recommend...

Worst experience at Pakenham Cold Rock Ice Creamery

I had a very disappointing experience at Pakenham Cold Rock Ice Creamery recently. I went to the store to redeem my birthday reward, which was clearly available on my app as part of their advertised offers. Unfortunately, the scanner in the store didn’t work—possibly due to a technical issue—and the male person ( possibly manager ) at the counter was incredibly rude throughout the interaction.

Despite showing him the reward on my app and even going to the extent of reinstalling the app and trying again, I received no assistance or empathy. Instead, the staff member dismissed me in an unprofessional and condescending manner, implying that I was somehow at fault. His tone and behavior made me feel as though I was being accused of trying to take advantage of the offer, which was both unnecessary and insulting.

The lack of professionalism and basic courtesy, especially when there were only two customers in the store, was shocking. If the business is unable to honor its promotions due to technical issues, they should handle it respectfully and work to find a solution, rather than dismissing customers. False advertising and poor customer service only drive customers away.

I will not be returning to this store and will take my business elsewhere. It's disappointing to see such unprofessional behaviour, especially when customer loyalty and satisfaction should...

I usually enjoy spurging on icecream at cold rock. When I go into the shop I very rarely have any problems; HOWEVER...

On this occassion I have been left intensely disapointed. I placed an order through a delivary app and when it arrived I was missing almost the entirety of mix ins. I had paid for 5x extra marshmallow and 3x crunchie. When I opened the box I was concerned to see that there was no marshmallows poking through the icecream as they usually had. I dug through the entire icecream trying to find my beloved marshmallows to no prevail. They were missing. A measly 1x barely crushed crunchie and 1x marshmallow maybe 1.5x at very best. The icecream wasn't mixed as I had requested and I was not phoned if they had ran out. My icecream was sad, I was sad.

Will make my own...