Icicles San Mateo — Restaurant in San Mateo

Ice cream here is delicious, but whoever owns or manages this store needs to hire more folks or better customer service. Ordered on uber eats, waited 40 minutes, asked when it was the 25 min mark because folks I saw ordering after me were getting their orders. When I asked again, they noted how busy they were and they couldn’t get to my order?

This tells me they don’t have a good system in place, whatever orders come in mobile or walk-in should have a queue. I asked again finally because it was getting late and my kids were getting impatient. They basically told me to cancel my order, which I did.

Note for everyone else, they are always short-staffed & their system sucks expect to wait 30 or more minutes. You can barely ask anyone questions. Whoever owns this spot needs to understand, there are so many other options in this area for dessert.

[Update: store told me to cancel my uber eats order and I was charged, basically waiting 40+ minutes for nothing. Uber is also not going to refund me because I canceled this order & not the store]. This place just lost my business for good. SWEET MOMENTS HAS THE MOST EFFICIENT SYSTEM, GO THERE for your desserts, this place deserves 0 stars for the...

It's fun to watch your ice cream appear before your eyes. When I first walked in and saw what was happening it reminded me of cold stone,not a fan so happy I was wrong. While you see and hear employees scraping and items being placed on a cold surface it's nothing like just items being folded into ice cream,it's you ice cream being made how u want it. Too hard to explain how it's done and how it looks when made but my little niece talked us into going saying they make straws out of your ice cream. In a way that's true. It is so creamy and tasty. It says custard base. Being from the East what I miss is custard ice cream not available out here. Well this has that creamy texture and the flavor was great. I'm on a limited budget so I haven't been able to get back but I'm hoping soon. It's worth the cost. Went on a SAT evening,very crowded but the staff friendly and fast. I'm craving it now just...

Let me start off by saying that the ice cream is phenomenal. It had a super creamy and smooth texture to it. The flavors come out truthfully to the ingredients and most of them are harmonious. One of my favorite is the base vanilla custard with coconut and blended with bananas and chocolate drizzle, it is heavnely.

Now why the 2 stars... well it took us 45 mins to get the ice cream. Yes, the place is popular and we went there on a hot summer evening after dinner. But shouldn't they warn you how long it might take? Or at least give you a heads up so that you can go somewhere else and return. I had 2 toddlers with me waiting in front of the rollers without a chair for the entire wait at which point we were almost ready to give up.

So message to the store: just give your customers a heads up and set...