Icestone Gelato — Restaurant in Leeds

Even 1 star is too much, if only for there was an option for 0 stars. The customer service in the restaurant was appalling, I arrived to collect my order when the app said it was ready and a worker said it isn’t ready the time on the app indicates when they will start to prepare the order. I proceeded to wait a further one hour to pick up my order, whilst half my order was left on the side open to get cold. The workers thought I was a driver delivering for uber and refused to acknowledge our order at all. After collecting our order at 9:30, I was assured that my order was up to standard so I travelled home without checking assured my order is correct. Upon arriving home, we discovered multiple issues with my order. First everything was cold due to being left out for a long time. As clearly evidenced in the picture attached, several ice cream scoops were missing from the order (bubblegum and vanilla). The strawberry crepes and banana/strawberry waffle was mixed up- one of the waffles were banana and strawberry but both waffles were strawberry. A Ferrero Rocher crepe was replaced with a french crepe. The french crepe had unmelted butter, cold and no sugar. The edges of the waffles were extremely burnt and the crepes were really thick and eggy (almost raw). Presentation is key when it comes to desserts, yet I am immensely dissatisfied with the presentation and quality of the food received. All in all, my experience ordering with Ice Stone Gelato was less than satisfactory. The quality of the food does not justify the price paid, I expected better from a company that claims to be ‘The...

Went for the first time for my son's birthday to give him a treat. The atmosphere was the first ick, sadly. Using outdated fabrics and an odd table and booth layout. And during a time they should have been busy, we were one of only a few. For much of our time, we were alone. Their cold stone for the ice cream was severely broken, and it looked like it was filthy, or sludge, coming out from under it. Only positive for the atmosphere is the display of all the sweets. They did look really good. Tables had empty dishes on them while the girls in the back didn't look very busy. The one was polite and apologetic, and didn't seem to know much about what was available or not. The other was quiet.

For food....sub-par. Taste was alright, brownies for the fondue were really good aside from being a bit old/dry on the edges. They were out of half of the things we asked for. Many of the drinks, including OJ, were missing. We had to go to their cooler ourselves to see what they had, which wasn't much. Same when ordering, I ended up not getting anything for myself and had to modify my son's chocolate fondue order because they didn't have enough cookies for the order.

This place has potential. If they modernized it, make it more sleek and professional to match the style of the menu, deep cleaned, updated their equipment, and actually trained their staff, and had better product management....this place could be a hot...

12th October 2023, dropped in with my wife to get desserts. We'd previously been to the Huddersfield branch on numerous occasions, which we'd enjoyed, so opted for this instead of an alternative dessert shop.

Having ordered just after the table next to us, they were served in around 15 minutes.

While we were waiting we noticed that every table around us seemed to have one issue or another with their orders, such as missing items or drinks and none of the waiting staff were checking on them to make sure their food was OK. The staff al seemed noticeably stressed.

By the time we reached 50 minutes from submitting and paying for our order, I asked for a refund, which they said they would give me. I was asked whether I had received my drinks and I explained no. The manager/supervisor (?) said that nobody knew how to do their jobs and ranted a little.

So I was offered a refund and free drinks by way of apology. I declined the drinks, but the lady insisted, so I eventually accepted.

Then she was unable to do a refund on credit card, so insisted on giving me cash, which only covered our desserts, and much of it was dirty shrapnel. So we actually paid for the "free" drinks offered.

By this stage I was too tired to argue. We drank our drinks and left quickly.

From what I witnessed, this is anything but a tightly run ship. Service was appalling. Won't be...