Gelatissimo Darling Harbour — Restaurant in Sydney

Horrendous service watch out for this server here in the picture. She will ignore you to serve others. I watched my wife get passed over by multiple customers. She was choosing who she wanted to serve first rather then a first come first serve. (Please if management had cameras go and verify it yourself) around 11:20am local time on 05/04/2025

When someone comes back to you in tears because they were passed over for others half a dozen times that screams of unprofessionalism. If I did that in my place of work I would get fired.

The worst part is when I mentioned it to this server, she would not acknowledge what she had done. I pretty much got a “I don’t know what you’re talking about” Ireaction.

I explained how when someone is in a line up and you purposefully serve customers that came way after she was in the line up that it can be perceived as being rude.

Not sure about what they do in Australia, but where I’m from, whether she meant to do it or not, someone should have came over and apologized, this girl looked offended that I even called her on it. One day someone will treat you like trash when you are the customer and I hope you learn something from it.

update I’ll remove the photo as requested, but I will say it was not very busy the day we were there. This server literally looked at my wife multiple times but then served others. I see from others reviews that ordering from this location is like the Wild West. Whoever is the loudest and in your face gets served first rather than any meaningful order. It’s odd though that after we left that day, that we noticed other gelato places who easily had an “order here” and “pay here” signs yet this place can’t do that in a busier area of Sydney.

The excuse that “it gets busy” is a poor one, a simple “who was next” remark would solve that problem. Seems like this business has a ways to go on figuring out customer service...

Excellent experience here at Gelatissimo.

I went there to use a coupon offered by DoorDash in the “Going out” section.

Unfortunately, the coupon did not work, there was some sort of error. However the manager came over, was polite and courteous. He honoured the coupon, smiled and asked what ice cream I had wanted.

Excellent customer service and such delicious ice cream! I had ordered the mint chocolate chip, cookies and cream and Ferraro gelato. I couldn’t tell you which was my favourite as they were all lovely.

It took me back to my adolescent years, where I would get these exact flavours of ice cream every few months in the summer time.

I don’t believe I had come back to Gelatissimo since 2012. However, after this positive experience, I may need to leave my local two places Messina and Anita and come back to my childhood ice cream place.

Would 100% recommend. 5/5 stars!

Note - I’ve read through some of the comments here about poor customer service and was a little anxious about heading to this location. But I was in the area and wanted the Ferraro gelato. I am so glad I did as I was pleasantly surprised. I didn’t experience any of the issues the recent reviewers had experienced.

Also for anyone wanting to try their new Dubai chocolate gelato, it is a seperate charge. You cannot get it with other flavours unfortunately. This was a let down, as I did want this flavour with the Ferraro, however I did taste it first and wasn’t very fond of it. (It was a dark chocolate, sort of like a ganache mixed with pistachio and kadayef.) So it did work out at the end.

Just an FYI: there are bins right near the gelato place that stink really bad. I overheard some customers leave the ice cream store, because of the smell, as they thought it was coming from the store. I’d hate for this wonderful establishment to lose customers based on the location of the smelly trash cans. Perhaps something...

Located in a prime position beneath the W Hotel at Darling Harbour, the Gelatissimo outlet delivers a wide range of gelato flavours in a bright, modern setting. The display features more than 50 trays of gelato and sorbet, which offers plenty of choice for casual visitors and families alike.

The staff handle queues with professionalism and friendliness, and the store makes it easy to sample a few options before deciding. The menu includes both classic and adventurous flavour combinations, and the inclusion of vegan and dairy‑free sorbet options is a welcome bonus.

On the downside, the location is undeniably tourist‑friendly, which carries a corresponding price‑point: some reviewers feel the cost is a little high for a gelato treat. Also, at peak times the busy thoroughfare of Darling Harbour can make the seating area feel somewhat crowded and the service queue longer than ideal.

In summary, this Gelatissimo branch offers a good value dessert stop with creative flavour options and a polished service environment. While it may not surprise seasoned gelato aficionados, it remains a very reliable choice for visitors looking for a treat in Sydney’s...