ROOKIE'S — Restaurant in Roanoke

Tried the establishment for the 1st time tonight. There were good things about it, yet lots of missed opportunity I felt could really enhance the experience & service quality hence the customers' experiences. I read the menu over briefly online before going in the shop, but had I not there was no guidance from the staff of three to explain what Rookies offers, that they have drinks, cookies and ice cream or that their specialty is the cookie ice cream sandwich. The ice cream parlor is exceptionally plain, no decor at all save green plants on the tables; plain almost to the point in my eyes of depressing and institutionally sterile. There is no 'fun' or community atmosphere of a sweets' shop and no encouragement to 'have a seat' and enjoy beverage and dessert. Speaking of beverages the menu offers perfect accompaniment to the sweets in beverages which are a great chance for up-sale; that is another opportunity no mention of or ask about beverage addition to any purchase. I saw inside 20-25 guests while I ate my purchase and did not hear a beverage suggested nor one bought by any of these patrons. I think or assume from what I saw on the website that the cookies and ice cream are homemade, however again there was no communication about the aspects of what Rookies as an establishment provides. They do allow you to taste the flavors of ice cream which I did a couple, however only knew to ask to do so because I saw the woman ahead of me do so & I inquired can I taste a couple of flavors. What I really think is a over zealousness to try to be accommodating to customers is actually a contradicting hindrance to service. For example I inquired about the skillet warmed cookie with ice cream option and was in the process of inquiring and trying to understand what was offered for that dessert when it was already brought out warmed prepared waiting for ice cream topping and I actually once I learned only one cookie, the classic chocolate chip, was offered as the warmed skillet option, was not really wanting that. However in an effort not to waste I went ahead and got it because I hate to see waste however it was not really what I wanted I did not want a chocolate heavy dessert. Another example of over attentiveness becoming hindering, as I was making these inquiries to order & tasting another patron and their child came in & asked questions about the menu to which not much was explained to them either. They started to order & one of the three staff asked if we were all together which we were not & then said to the gentleman you'll need to wait please she was first, about myself. It is a polite effort & respectful to keep customers being served as best as possible in a first come first served order however I was still contemplating, there were three staff & the way of speaking to this second party that was making inquiries behind me both made me feel pressured to hurry my choices & made them feel it seems a bit frustrated because they commented to me when I expressed this is a first visit "yes us too and not much guidance here." The ice cream and cookie were tasty, I got toppings for which there was not additional charge however I was not sure if there would be & that was not addressed by staff. A party of five (I think it was) that came in after me had English as a second language as well as having one of the party assist in some translating. They were asking questions & again it seems an overzealousness to prepare their product had an item get made that was with flavors the party did not want but had been asking about. the staff ended up having to waste the product. They did offer it to any parties in the shop if they wanted it which I was going to speak up for it but did not get the opportunity it all happened too fast LOL. The prices are decent as far as being in line with other current similar establishments. The staff were very friendly & kind. The fact that toppings were not extra cost was was a plus however if they are an offered amenity with the warm skillet cookie dessert I bought, that was...

Writing this review from a food allergy mom perspective in hopes to inform other people in my shoes. My youngest is allergic to eggs and peanuts. It's difficult to find ice cream and desserts without either. I do a lot of research and ask lots of questions if allergen info isn't readily available online. My son was not with me the first time I visited, but I asked many questions to figure out what he would be able to safely eat the next time I went. Overall, I was impressed by how Rookie's handles food allergens. To start, they ask every single customer if they would like them to change their gloves before preparing their order. All of their regular ice creams and cookies contain eggs, unfortunately, so that was out. But they have vegan ice cream and vegan cookies. I was told that the vegan cookies are baked first before any other kind and stored so as to not come into contact with other food items. They also have a GF cookie that is baked next, followed by their regular cookies. Their vegan ice cream is strawberry flavored. Peanuts ARE present, but they take steps to avoid cross contamination as much as possible. Do realize, however, that the risk is not zero, just like at most places. Having said all that, I would feel comfortable bringing my son here and letting him have the vegan treats. Thank you, Rookie's, for having knowledgeable staff and taking food...

The cookies and ice cream made for a delicious and refreshing ice cream sandwich. The cookies and ice cream flavors continuously change, so check their website for your favorites. My favorite ice cream so far had been the Salted Chocomel (salted carmel with chocolate pieces) the perfect balance not too sweet but very creamy and smooth. My favorite cookie was a seasonal triple chocolate with Reese Pieces. And yes, I tried the plain triple chocolate and the one with Reese Pieces gave it an extra edge. They have dairy free milk options, a vegan ice cream and a gluten free cookie option or two (depending on the day). So my poor friend who is GF AND allergic to dairy was able to get something she liked. She said the GF Classic had a great texture. She even took some to go! And the best part is you can order from inside or outside. Eat inside or take it to go especially if you are still a little nervous due...