Icestone Gelato — Restaurant in Newcastle upon Tyne

I'll just leave my opinion just in case they come here to see reviews.

I've been there twice, once I've tried cookie dough and the other time a waffle, a cookie dough, a cheesecake and a Crep I'll leave pics below. The best things there were ice creams. I am sure they can do better. we came as soon as they got open. There were fewer staff, not as many as in busy hours. Mostly, it is around 25 mins untill the order comes to your table.

So from what we had; cookie dough was ordinary, not bad, but not that good as well, but we liked it and enjoyed, The waffle was a bit burnt, but hey, it happens, and it wasn't burnt too much but just a little (?) Crepe was a bit undercooked or maybe this is how it is supposed to taste like I don't know, that was my first time. I felt that it was a bit raw, a bit doughy. However, surely it was quite blunt, so they need to improve that. Like without the chocolate syrup (sauce) the crepe itself was tasteless (maybe I just expected it to be more flavourful) The ice-cream were really nice, The cheesecake was good.

Customer service needs to be improved. Just to mention here, because people are so different you cannot reach the perfect level of customer service and you cannot deliver good CS to each and every customer, some will like it some won't, so it needs to be improving all the time.

I will go there again of course when I feel like eating desserts, because it is in Fenham area, the place is clean and desserts are good, but won't go there when I am time limited or want high end...

Worst customer service & dead staff

I have been to icestone westgate road this evening and always been to icestone since 2 years and never had this experience. i have asked for a brownie milkshake, staff said they don't make brownie milkshake in choco bar milkshake choice and said they only do gelato ice cream in chocobar milkshare range ,then i have asked for two milkshakes of my choice from gelato and 2 other items and paid the amount which the staff said, didn't take the receipt and didn't ask them to repeat the order because i trusted them,which was the mistake i made. Because they brought 3 milkshakes to my table when i have ordered only 2.

When asked the staff about the 3rd milkshake he said i ordered it where actually i haven't , it is just a miscommunication with the staff and he called the manager and i explained him the scenario however the manager was rude and said it was my fault i didn't check the receipt and when i said him am a regular customer never had such an experience, then manager started shouting you are the one who came and always complains and put things on social media ...which was really shocking to me ..how can you blame me for someone else and when i gave you tip last time the same manager was smiling and didn't charge us for extra toppings. Today the staff was dead and no smile on their face while they take order or serve the order....i didn't expected a refund but i expected an apology.... This brings a big NO NO to icestone westgate...

Well disappointed.... run by children with attitude and manner problems. Hygiene wise very sticky tables. Service was appalling our order had went to four different tables before it had come to us. Ice creams came first then 20mins later the waffles and cheese cake had come. Staff all seem to be lost in what they have to do. Staff find it ok to have a break upstairs on top of the stairs blocking access for customers when approached and asked to be excused they look at you as if your wrong and they're right. Cleaning equipment is left on the floor.... waiters use the sweated hand to handle spoons... absolute no organisation within the place. This is not a spat just very very disappointed customer! I actually expected this to be the best of all icestones. Been to a few of these icestones, nothing as worse as this! Defo need to revaluate staff and service. Food wise he ice creams were standard. Even though the order was wrong! But the waffles where to soggy seemed to me they were under cooked... even though I was convinced by the staff that this is how it was...