Cold Rock Ice Creamery Penrith — Restaurant in Sydney

26/10/23 10:24-10:43 Absolutely terrible experience. We arrived at COLDROCK PENRITH approximately 10:24pm (well-knowing it closes at 11pm tonight.) The female with red hair, dark red doc martens, and lots of piercings saw us approaching and speed packed away the dining area. We ordered over $27 worth of ice cream. It’s half an hour before closing and 90 percent of the ice cream is packed away. Being a Restaurant General Manager and partner, I can understand how helpful pre-closing the restaurant is. I hope the General manager of this establishment is disgraced to hear this. No ice creams out, the foyer completely closed off. Warding away customers, very poor merchandising, sales, and customer service.

After grabbing our ice creams my partner and I went to sit down. My ELDERLY father approached the counter and quietly asked where we were allowed to sit. (It’s 10:29pm,) the red haired girl goes “well I don’t want to sanitise the tables again, once they have been sanitised that’s it.” My father looked at me and said, “how is she going to sit?” I’m on crutches and my leg is disabled. She then told us “you guys can pull out your own table and chairs.”

Myself, I’m on crutches. I can’t stand or walk without aid, I just had a major surgery. My elderly father, myself , and my partner pulled out our own seating. We only stayed in the establishment for 12 minutes. Wasted none of their time. Pulled our own weight. Disgusting, enough to say the poor attitude shift leader (I’m assuming by her age,) created an environment that was without being elder inclusive, or disability inclusive. Terrible. I grew up in this area and have come here for 13 years. I’ll be going to competitors for comfort food after surgery’s...

New owners have taken over and it shows. You cant get m&m minis anymore and they also change the flavours of the ice cream so they arent consistsnt anymore. I always get the same ones and i cant call to check if they are available as the phone doesn’t work.

Edit:

Thanks for replying to my review. I asked the staff if the minis would be back and they said you were switching to the full sized m&m’s. I have also been told the flavours rotate and the flavour i get hasn’t been available twice which has never happened before and they said it wasnt in the back. You might want to speak to your staff because i talked to them about it in store and they told me things have changed because of new ownership and thats why the flavours aren’t available everyday anymore.

Please do sort out the phone at least i can call in advance and ask about the flavours. One thing i can guarantee you is that your staff told me something completely different and this is multiple staff and different occasions. They have said all these issues are permanent changes brought my new ownership. Not that m&m minis are coming back and flavours are in the back, just been told...

This place would be so much better if the young staff focused more on the presentation of the store, wiped down tables and chairs, emptied the overflowing bins and filled the drinks fridge rather than showing each other the latest Tik Toks on their phones and have ridiculously loud personal conversations amongst each other. I have been 3 times in the last month and all 3 times I had to ask for a spray bottle so I could wipe the tables myself (all 3 times the staff member was more than happy to let me clean a table, with the most recent while she stood there on her phone slurpling out of her coke can near the register). When I ask for a managers name or best time to call them, I am told the manager is rarely onsite, and I guess from the state of the store- it shows. Funnily enough, on our recent visit last week, there was actually a job ad on the front door... too bad none of the current staff adhere to the...